Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic
Brayden Hickman

Brayden Hickman

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
1
1
Certification

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, OH
04.2024

Associate of Applied Science - Business Administration And Management

Ohio University
Athens, OH
12.2020

Skills

    Cybersecurity

    Hardware Troubleshooting

    Software Troubleshooting

    Networking

    Technical Support

    Operating Systems

    Systems Administration

    Linux

    Configuration Management

    Application support

    System Backup And Recovery

Certification

CompTIA A+


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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Brayden Hickman