Summary
Overview
Work History
Education
Skills
Timeline
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Brendan Greene

Lawrenceville,GA

Summary

Tier 1 Software Support Engineer with 4 years of experience. Skilled in troubleshooting and resolving complex technical issues. Proven expertise in troubleshooting software and hardware applications. Experienced in AWS, SQL, active directory, CRM systems, and SaaS with a proven history of leveraging resources to quickly gain solid understanding of new concepts and apply them effectively.

Overview

3
3
years of professional experience

Work History

Technical Support Associate (Contract)

Adecco Staffing
Winder, GA
10.2023 - Current
  • Accepted support calls and self-service tickets from stores, providing Tier 1 and Tier 2 support and troubleshooting for all technology utilized at appointed retail locations. Some examples of technology include: computer hardware, software, peripherals, phones, and network.
  • Worked Self Service tickets from SSC Queue during low volume times and between inbound calls using CRM. (zendesk)
  • Experience in the Information Technology field supporting inbound customer requests over the phone. (Password resets, account troubleshooting, Point of Sale troubleshooting, network troubleshooting)
  • Resolved multiple cases through remote trouble shooting means using vpn to help guide clients to solutions and explaining step by step process to ensure incident does not occur again.

Tier 1 Software Support Engineer (Contract)

Expert Technical Solutions/ Horizon Software
Duluth, GA
07.2023 - 10.2023
  • Gave support to end users by answering inbound communication via phone, email, and web portal, documenting cases in the Customer Relationship Management software, working assigned cases, resolving and/or escalating customer issues to keep the case moving through the support process
  • Diagnosed, researched and resolved technical issues by gathering customer's information and determining the issue by evaluating and analyzing the symptoms, sufficiently documenting in the case the specific details of each issue and actions taken including the steps to replicate the issue and the steps taken to resolve the issue.
  • Worked with Senior resources/SMEs to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer.

IT Software Support Technician

GPA Logistics
Conyers, GA
03.2022 - 05.2023
  • Gathered information from the customer about the specific error messages and the steps leading up to the issue.
  • Replicated software issues in a controlled environment to understand its cause.
  • Assisted clients in preparing their system environment for the software installation
  • Collaborated with colleagues on multiple occasions to investigate and implement solutions.
  • Troubleshooted installation errors, such as compatibility issues, missing dependencies, or conflicts with existing software.

IT Support Specialist

Hewlett Packard Enterprise
Alpharetta, GA
11.2020 - 01.2022
  • Resolved over 200 service requests by individually troubleshooting and addressing user issues.
  • Worked closely on multiple occasions with development team members to identify and remove software issues.
  • Promoted high customer satisfaction with being named in over 20 positive customer reviews by resolving problems with knowledgeable and friendly service.
  • Verified network infrastructure to ensure switches, routers, and access points are functioning properly.
  • Offered remote assistance to guide the customer through installation or configuration steps.

Education

Computer And Information Sciences

Gwinnett Technical College
Lawrenceville, GA
05.2022

Skills

  • Customer Service - 6 years
  • Software Troubleshoot - 4 years
  • Windows - 4 years
  • Microsoft Office - 5 years
  • Help Desk - 2 years
  • Computer Networking - 3 years
  • Communication and Interpersonal - 6 years
  • Computer Operation - 4 years
  • Typing - 5 years
  • Active Directory - 3 years
  • Efficiency and Time Management- 5 years
  • Amazon Web services - 2 years
  • SaaS - 3 years
  • SQL - 2 years

Timeline

Technical Support Associate (Contract)

Adecco Staffing
10.2023 - Current

Tier 1 Software Support Engineer (Contract)

Expert Technical Solutions/ Horizon Software
07.2023 - 10.2023

IT Software Support Technician

GPA Logistics
03.2022 - 05.2023

IT Support Specialist

Hewlett Packard Enterprise
11.2020 - 01.2022

Computer And Information Sciences

Gwinnett Technical College

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Brendan Greene