Brayden Hickman
IT support Specialist
Panama City,FL
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
4
4
years of professional experience
Work History
IT Support Specialist
Tech Eagles
03.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Updated software to safeguard against security flaws.
- Configured hardware and granted system permissions to new employees.
- Researched product and issue resolution tactics to address customer concerns.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
IT Support Specialist
Ohio Valley Technology
04.2021 - 03.2023
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Delivered onsite technical support for 13 clients and 57 sites throughout 8 states, ending in 660 endpoints.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Apple Advisor
Best Buy
01.2020 - 04.2021
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Managed call flow to respond to technical support needs of customers.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
Education
Bachelor of Science - Science And Applied Management
Ohio University
Athens, OH05.2024
Associate of Applied Science - Business Administration And Management
Ohio University
Athens, OH12.2020
Skills
- Microsoft Windows and Office Admin
- Remote Access Software
- Collaborative Team Player
- Technical Support and Assistance
- Troubleshooting Network Issues
- Component Replacements
- Corporate Systems
- Azure active directory experience
- Domotz network monitoring software experience
- Tracking and Documentation
- Friendly and Patient
- Computer System Diagnostics Software
Accomplishments
I am have received praise from past employers for my excellent skills setting up security systems, terminating Cat 6, and splicing fiber optics.
I managed low income and government clients, so I am resourceful with my materials that were not funded to be replaced. That experience gave me an additional skillset between new and old systems, expanding my knowledge on different systems and how to solve client issues cost effectively.
Over the years I have mastered maintaining, troubleshooting, and configuring UniFi switches, cameras, and access points.
Timeline
IT Support Specialist
Tech Eagles
03.2023 - Current
IT Support Specialist
Ohio Valley Technology
04.2021 - 03.2023
Apple Advisor
Best Buy
01.2020 - 04.2021
Bachelor of Science - Science And Applied Management
Ohio University
Associate of Applied Science - Business Administration And Management
Ohio University
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