Brandy Hicks
Summary
Experienced IT Service Desk Analyst with 12 years of comprehensive expertise in providing efficient technical support and problem-solving for diverse hardware, software, and network issues. Proven success in delivering top-notch customer service, demonstrating strong proficiency in Active Directory, Office 365 Products, and remote desktop troubleshooting.
Overview
14
14
years of professional experience
Work History
Service Desk Analyst 2
Fleetpride
06.2023 - Current
- Responsible for taking inbound calls from internal and external clients
- Assist with any service desk issues and or requests regarding hardware, software, and network
- Assist with any password resets and unlock network accounts using Active Directory
- Add the required member group to AD accounts
- Setup and or disable AD accounts per Service Now requests
- Assign access in AS400 and assist with unlocking disabled accounts
- Assist clients with forwarding printers in AS400 per the user's request
- Troubleshoot network and Wi-Fi connectivity issues using Solaris and troubleshoot hardware in the server room
- Assist with configuring and or troubleshooting FortiClient software on users' computers
- Install Office 365 products and answer any questions about Microsoft Office 365 products
- Use the Service Now ticketing system to document and escalate any issues or requests the user may have
- Assist with Polycom phone issues and answer any questions that the users may have about the phone functions
- Set up iPhone, iPad, and Android devices with Company Intune, Outlook, Workday, and Salesforce on devices
- Assist with any Salesforce access requests, login issues, or dashboard questions
- Install and map printers
- Create and escalate Xerox printer issues by creating a service ticket
- Monitor all service ticket requests and follow up until the ticket is completed
- Use remote tools Dameware and Bomgar to install software and assist with troubleshooting issues
- Push software to machines using BigFix
- Assist with any projects related to PC refresh upgrades and setups
- Troubleshoot Windows 10 and 11 systems
Service Desk Analyst -Temp Role
Vizient
01.2023 - 07.2023
- Responsible for taking inbound calls from clients and assisting with any service desk issues and requests with hardware and software
- Responsible for creating tickets, running reports, searching knowledge articles, and analyzing data using the Remedy Force ticketing system
- Responsible for taking ownership of tickets, and requests and maintaining SLA standards and first-call resolution
- Documents, tracks, and monitors new and open Incidents until resolution or proper escalation has been completed
- Assist clients with new pc setup
- Verify client is logged into Office 365 apps and One Drive files are synced over to the new device
- Map network drives
- Configure VPN
- Assist with configuring and troubleshooting SQL databases on pc
- Troubleshoot and resolve access-related issues using Active Directory, AD User Lookup Tool, and SailPoint
- Assist with OKTA Portal Admin requests
- Responsible for assisting with a password reset to AD accounts on different domains
- Troubleshoot and set up printers
- Assist with installing and configuring the client to access the Xerox Workspace Cloud Client
- Assist with Windows 10/11 and MS Office365 issues
- Troubleshoot and support issues with Microsoft updates in applications
- Assist and troubleshoot with VPN and connectivity issues
- Responsible for configuring, and troubleshooting, any hardware and software issues
- Push requested software in Big Fix per client request
- Assist and advise the clients on how to install any software from the Company Portal
- Assist and escalate issues with VDI Machines connectivity and request
- Assist client with mobile device setup with the Company Portal Intune, Outlook, Teams, and Workday
- Create and set up users in Salesforce per the client’s role in request
- Create and assist with any Exchange requests from clients with shared and distribution mailboxes
- Assist with PC refresh project moves and setups
- Responsible for updating Knowledge Articles in Remedy Force
Service Desk2
Mphasis
09.2022 - 12.2022
- Respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLA’s
- Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines
- Update users about request status and close requests when users are satisfied with solutions
- Level 1/2 troubleshooting related to Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc., desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP, and share point as per guidelines in the knowledgebase
- Remote desktop troubleshooting
- Escalate complex incidents/requests to upstream technical groups
- Experienced in Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
- Remote tools used Bomgar, Remote Desktop, Citrix, Desktop Director
- Assist with MS Office products troubleshooting
- Documents, tracks, and monitors new and open Incidents until resolution or proper escalation has been completed
- Troubleshoot Wyse thin and zero client support, setup, and connectivity
- Assist issues with printer installations, HP Print and Scan via USB
- Cisco VPN client support
HelpDesk Analyst2
PennyMac
10.2021 - 05.2022
- Answer inbound calls from internal clients using Amazon Connect
- Assist clients regarding any helpdesk support issues and requests with hardware and software
- Assist with Service Now ticket requests and incidents
- Utilize ticketing system to prioritize critical issues and manage workload queue
- Create support tickets in Workspace Agents regarding client issues
- Assist users in Workspace Chats for support in troubleshooting client requests
- Support and advise clients on how to submit requests in the Service Portal and Saviynt
- Assist clients with password resets, unlock accounts, and add AD entitlements in OneLogin Admin, Active Directory, and Helpdesk Tool Kit
- Manage and reset the client’s password in Gmail Admin
- Set up Google Groups, Delegated Inboxes, and Google Drive requests in Google Admin
- Assist with OneLogin Google Authenticator and SMS Authenticator Setups and troubleshooting
- Troubleshoot clients’ issues in VMware Horizon 7 sessions
- Use Horizon Helpdesk to troubleshoot clients’ connections to network with packet loss and bandwidth issues
- Remote desktop tools used to support clients VMware Horizon 7, RDP, and Splice Admin
- Assist with troubleshooting computer connections on the network with Wake On-Line
- Assist clients with any browser issues in Chrome and Internet Explorer
- Responsible for assisting clients in configuring and connecting to VPN using Global Protect
- Support clients with configuring and setting up VMware Horizon on PC
- Assist clients with Adobe Acrobat access requests
- Troubleshoot Adobe Acrobat with any issues and or requests using the software
- Install and push software to users VDD’s, VM and laptops using PDQ
- Assist with any hardware and connectivity problems with thin clients
- Reset and unlock passwords in Encompass
- Troubleshoot any issues in Encompass with uploading documents to loans
- Reset and unlock accounts in Five9
- Assist with adapter and toolbar installs for Five9 in the browser
- Troubleshoot any issues or questions regarding Google Gmail accounts
- Assist users with email setup on devices
- Assist and troubleshoot requests in Microsoft Office products support
- Zoom support requests
- Assist with desk phone Polycom hardware
- Demonstrates behaviors that are aligned with the organization’s desired culture and values
Production Technology
Penny Mac
11.2020 - 10.2021
- Answer inbound calls from Brokers, Loan Officers, and Processors regarding loan issues
- Support client websites, and PennyMac web-based services through telephone, e-mail, and chat
- Assist with Service Now tickets and email requests from Brokers
- Assist with Feature Updates to Existing Users
- Troubleshoot browser issues on the Broker website
- Google Chrome, Microsoft Edge, Firefox, and Safari
- Manage New and Existing user account set-up
- Assist with requests to set user's access to the Broker website, West VM, Allocation Manager, Capsilon, and Salesforce access
- Responsible for terminating access per request
- Assist with updating requests on the BDL Spreadsheet
- Utilize ticketing system to prioritize critical issues and manage workload queue
- Verify to make sure all information in Salesforce is correct for Brokers, LPs, and LOs
- Responsible for updating Loan Processors on loans in Encompass
- Assist with Edoc’s request
- Verify if customers E-signed documents through Ellie Mae
- Assist with Disclosure Tracking
- Responsible for resetting passwords in Ellie Mae for clients to E-sign
- Troubleshoot and escalate issues pertaining to E-signed documents
- Troubleshoot issues and feedback by existing Users and/or development teams
- Utilize ticketing system to prioritize critical issues and manage workload queue
- Perform various web content management duties
- Provide Training to New Users and maintain Training Materials
- Ensure PennyMac systems are operating for end users on a daily basis
- Interact with external and internal customers to provide a high level of customer satisfaction and support
- Support Report Development/Testing
- Support Deployment of New Reports from Staging to Production environments
- Performs other related duties as required and assigned
- Demonstrates behaviors that are aligned with the organization’s desired culture and values
Mobility Tech
Asurion
07.2018 - 08.2020
- Answer inbound calls from clients regarding new device setup and troubleshooting
- Responsible for assisting customers through chats daily regarding device issues
- Assist clients with setting up new Apple and Android devices
- Responsible for activating, backup data, and restoring data on devices
- Responsible for troubleshooting and resolving device software, hardware, and connection issues
- Assist customers with installing apps on devices
- Responsible for documenting steps taken to resolve issues in the ticket system Soluto and ACSS
- Place orders in ACSS system for device replacements and check on the order status of orders
- Assist clients with resetting devices to factory default to send devices back to the warehouse
- Remote Tools used to remote into devices Log Me In and Technician View
- Responsible for educating and sale customers to sign up for the Verizon Protect Program
- Systems used: Citrix, Windows 10, and VPN
Help Desk 2 /Desktop Support Tech
CSC Serviceworks- Temp
04.2018 - 05.2018
- Answer inbound calls from clients with hardware and software issues
- Assist clients at the desk side with any issues per client request
- Responsible for creating and disabling client's network accounts in Active Directory
- Create and disable Exchange accounts
- Responsible for resetting passwords in Concur, As400, JDE, SalesForce, and Proof Point
- Manage RSA accounts
- Assist with resetting pins and distributing RSA tokens
- Responsible for imaging computers and installing requested software on computers
- Assist with troubleshooting Windows 10 and Microsoft Office 2016 products
- Install and troubleshoot printers
- Troubleshoot and configure Cisco AnyConnect VPN
- Set up and move desktops, laptops, and peripherals per client’s request
- Troubleshoot any network connectivity issues at branches and with remote users
- Troubleshoot remote desktop issues with users
- Activate and configure Android devices with corporate apps
- Set up and manage devices with Air watch and Samsung Knox Management
- Manage and activate phone devices with Verizon and Sprint Business accounts
- Assist clients with application issues by delegating issues to Application support team
- Work closely with System Engineers pertaining to network and server issues on-site at branches
Help Desk Analyst
Capital One
01.2018 - 03.2018
- Answer inbound calls and chats from clients with hardware and software issues
- Responsible for assisting clients with requests to software and systems
- Responsible for resetting passwords to requested systems from clients
- Unlock and reset password in Active Directory
- Map, install troubleshoot Ricoh and HP printers
- Request and install software from the Software Center
- Install and troubleshoot 2016 Microsoft Office products
- Troubleshoot browser settings in IE and Google
- Assist clients with troubleshooting network connectivity issues
- Install and reset passwords for Entrust certificates
- Troubleshoot VPN issues
- Assist clients with iPhone and Android Corp applications
Security Officer
Verified Response Security
10.2017 - 02.2018
- Foot patrol construction site and monitor any unusual activity on premises
- Responsible for documenting reports of all activity on site hourly using the Density application
- Secure property daily
- Make sure all gates are locked and construction materials are secure
- Communicate with the supervisor daily about any changes or issues occurring on-site
Support Center Analyst
United Surgical Partners International
08.2015 - 05.2017
- Answer inbound calls from internal clients, troubleshooting hardware and software issues
- Responsible for creating, disabling, and resetting passwords in Active Directory
- Create and disable Microsoft Exchange accounts
- Create, disable, and reset password accounts in Advantx per client request
- Create and disable clients’ accounts in Oracle
- Troubleshoot Cisco VPN client
- Install and troubleshoot Microsoft Office 20010/2013
- Install and troubleshoot any issues with Windows XP and Windows 7
- Map, install, and troubleshoot HP, Konica, Sharp, and Dell printers
- Map and troubleshoot access issues with network drives
- Set up new machine upgrades according to client request
- Push Image and software installs to workstations using NS Deployment Console and Altris
- Assist clients with iPhone and or Android Exchange setup on devices
- Responsible for setting up workstations
- Troubleshoot browser settings in IE and Google
- Remote to client’s PC using VNC Viewer and Web Ex
- Reset passwords in Cerner and ECW
- Troubleshoot Citrix server connectivity problems
- Responsible for ending Citrix sessions
- Troubleshoot Outlook problems with profile
- Responsible for creating and setting up Scan folders to printers
Help Desk Analyst/On-Site Technician
Robert Half Technology
01.2015 - 08.2015
- Company Overview: McGuire Woods LLP
- Handled inbound calls from clients with hardware and software-related issues
- Support and oversee the Dallas location with any IT issues
- Responsible for setting up new hire equipment, and training clients on IT software
- Responsible for resetting passwords, unlocking accounts, and moving computers in the correct OU in Active Directory
- Troubleshoot and install Windows 7 and Microsoft Office 2010
- Support Web-based applications: Chrome River, UltiPro Elite WebView, FOCCP, Lexis Nexis, Positini and Google Spam Filter
- DTE Axiom give clients access to timekeeper
- RSA Administration Console to reset client's pins and approve token requests
- Responsible for weekly patches on Net Meet/Loaner pool computers
- Set up and move HP Laser Printers
- Troubleshoot printer errors, clear paper jams, and change toner
- Set up and install Cisco Phone 7965
- Install, configure, and troubleshoot Cisco Client VPN
- Assist client with setting up Exchange client on iPhone or Androids
- Assist client with mapping to network printers
- Reimaged computers using PXE
- Responsible for making ports hot with Cisco switches and Patch Panels
- Responsible for setting up Conference equipment: Projector, Screen, Polycom, and Laptop
- Responsible for setting up Podium with microphone equipment and setting up Creston equipment in the conference room
- Install, configure, and troubleshoot Work Site filing system
- Monitor wireless network
- Assist clients with requesting software and equipment
- McGuire Woods LLP
Help Desk Analyst
Robert Half Technology
06.2013 - 07.2013
- Handled inbound calls from users with hardware and software-related issues
- Responsible for setting up, disabling, and removing user's Active Directory and email accounts in Office 365
- Assisted with migrating users from XP to Windows 7 and Windows 8
- Reimaged and upgraded new workstations for users
- Set up workstations with SCCM configuration, Patches, and Antivirus software and installed other software related to the user’s role
- Set up and configured VPN issues with Forti Client
- Set up and troubleshoot Dell and HP printers
- Assisted users with mapping issues of printer and network drives
- Administrator for Verizon Business account and Maas 360
- Responsible for setting up users with new phone service assigning plans to account and ordering accessories for devices
- Proficient in troubleshooting iPhone and Jetpack issues with users
- Configured and supported 20/20 software issues
- Assisted users with the setup and configuration of the AS400 application
- Responsible for ordering peripheral devices, printers, monitors, etc, for users
- Sales Force Administrator, responsible for setting up user accounts, resetting passwords, and deleting accounts
Helpdesk Technician
CompuCom
11.2012 - 04.2013
- Company Overview: Royal Caribbean
- Handle inbound calls from end users within Royal Caribbean
- Create, modify, update, and escalate tickets within the Remedy ticketing system
- Assist end users with password resets, account unlocks, and disabling in Active Directory
- Resolve Citrix-based applications issues and problems
- Enable end users' account access to websites and applications
- Configure and troubleshoot Lotus Notes issues
- Assist end users with VPN setup and troubleshooting issues
- Responsible for training and guiding team members through work tasks
- Royal Caribbean
Help Desk Administrator
Robert Half Technology
07.2012 - 09.2012
- Resolve and process all corporate support user’s request tickets in the Help Desk queue
- Created, set up, and disabled end-user accounts in Active Directory
- Assign and create users with specific rights to software licenses and websites
- Troubleshoot and create multiple emails for each user in Microsoft Exchange
- Created end-user account to Lync
- Set up all third-party access to users according to their title and location
- Close tickets daily and document each ticket according to request
Internet Help Desk
Frontier Communications
12.2011 - 05.2012
- Handled inbound calls from customers to troubleshoot internet connectivity and or dial-up problems
- Assist customers with several devices’ setup for wireless connection in home
- Troubleshoot customers’ email issues and email setup
- Reset and set up passwords for emails
- Migration of multiple email accounts
- Assist customers with the initial setup of services
- Test customer connectivity with software
- Troubleshoot browser issues
- Add or remove security software services and backup
- Educate customers on F-Secure products, upgrades, and services offered by the company
Field Tech Engineer
Delta Airlines
06.2011 - 11.2011
- Perform tickets from the service request database in Break/Fix and IMAC
- Set up user workstations and peripherals
- Map users’ printers, migrate data to server, transfer data from old workstation to new workstation
- Troubleshoot and resolve all hardware and software problems supported by the Field Operations Department
- Perform preventative maintenance on operational devices installed, customize, maintain, test, and troubleshoot operating systems and other systems software
- Install and troubleshoot printer issues
- Deliver user's orders specified in the service manager
- Enter asset information on desktops, laptops, and monitors
- Check hardware in/out of the warehouse
- Open and close tickets daily
- Assist with several special projects such as moves coordinated by the Project Coordinators Staff
Education
Salesforce Administrator Certificate -
Texas A&M
12.2024
MTA Networking Fundamentals -
My Computer Career
01.2014
Associate of Arts - Network Systems Administration
DeVry University
01.2010
Microsoft Office/ Fiber Optics Installer Certificate -
Cedar Valley College
01.2001
Skills
- Windows 10
- Windows 11
- Mac
- Dell products
- HP products
- Lenovo products
- Apple products
- Surface Pro
- Surface 2
- IPad tablets
- Personal computer hardware
- Personal computer software
- Technical advice
- Technical support
- Troubleshooting
- Google Administration
- Google Suite
- Google Chats
- Edge
- Firefox
- Google Chrome
- Safari
- Modem configuration
- Router configuration
- DSL troubleshooting
- Wireless troubleshooting
- Dial-Up troubleshooting
- VPN setup
- VPN troubleshooting
- Global Protect
- Cisco
- Forti Client
- RSA
- Multifactor Authentication
- Active Directory
- Office 365
- Outlook
- MS Teams
- OneDrive
- Word
- Excel
- PowerPoint
- VMware Horizon 7
- Meraki
- VDD
- VM machines troubleshooting
- PDQ
- Big Fix
- System Center Configuration Manager
- Remote Tech Support Software
- CIA Client
- VMWare
- Log Me In
- Web EX
- Join Me
- RDP
- Splice Admin
- Bomgar
- Dameware
- Mobile devices
- IPhones
- Android
- Maas360
- Sales Force
- Verizon Business Account
- Workspace Agent
- Service Now
- Service Portal
- Remedy
- Spice Works
- ACSS
- Track It ticketing system
Technicalsummary
- Proficient in a range of computer systems such as Windows 10, 11 and Mac.
- Proficient in Dell, HP, Lenovo, and Apple products.
- Supported Surface Pro, Surface 2, and iPad tablets.
- Installs, modifies, and makes repairs/updates to personal computer hardware and software systems, and provides technical advice and support to system users.
- Proficient in troubleshooting HP and Dell Thin Clients.
- Proficient with Google Administration, Google Suite apps, and Google Chats.
- Browser knowledge of Edge, Firefox, Google Chrome, and Safari.
- Extensive knowledge of Modem/Router configuration for DSL, Wireless, and Dial-Up troubleshooting.
- Proficient in VPN setup and troubleshooting with Global Protect, Cisco, Forti Client, and RSA.
- Multifactor Authentication reset with RSA and Microsoft.
- Active Directory, Office 365 Products Outlook, MS Teams, OneDrive, Word, Excel, and PowerPoint.
- VMware Horizon 7, Meraki, and VDD and VM machines troubleshooting.
- PDQ, Big Fix, and System Center Configuration Manager installs and support.
- Remote Tech Support Software- CIA Client, VMWare, Log Me In, Web EX, Join Me, RDP, Splice Admin, Bomgar, and Dameware.
- Proficient in supporting mobile devices including iPhones and Android.
- Administrator for Maas360/Sales Force/ Verizon Business Account.
- Proficient in Workspace Agent, Service Now, Service Portal, Remedy, Spice Works, ACSS, and Track It ticketing system.
Timeline
Service Desk Analyst 2
Fleetpride
06.2023 - Current
Service Desk Analyst -Temp Role
Vizient
01.2023 - 07.2023
Service Desk2
Mphasis
09.2022 - 12.2022
HelpDesk Analyst2
PennyMac
10.2021 - 05.2022
Production Technology
Penny Mac
11.2020 - 10.2021
Mobility Tech
Asurion
07.2018 - 08.2020
Help Desk 2 /Desktop Support Tech
CSC Serviceworks- Temp
04.2018 - 05.2018
Help Desk Analyst
Capital One
01.2018 - 03.2018
Security Officer
Verified Response Security
10.2017 - 02.2018
Support Center Analyst
United Surgical Partners International
08.2015 - 05.2017
Help Desk Analyst/On-Site Technician
Robert Half Technology
01.2015 - 08.2015
Help Desk Analyst
Robert Half Technology
06.2013 - 07.2013
Helpdesk Technician
CompuCom
11.2012 - 04.2013
Help Desk Administrator
Robert Half Technology
07.2012 - 09.2012
Internet Help Desk
Frontier Communications
12.2011 - 05.2012
Field Tech Engineer
Delta Airlines
06.2011 - 11.2011
Salesforce Administrator Certificate -
Texas A&M
MTA Networking Fundamentals -
My Computer Career
Associate of Arts - Network Systems Administration
DeVry University
Microsoft Office/ Fiber Optics Installer Certificate -
Cedar Valley College
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