Brendon Candella
Morgantown
Summary
IT professional with 3+ years of experience in technical support and system troubleshooting, specializing in point-of-sale systems. Demonstrates strong skills in diagnosing and resolving hardware, software, and network issues, ensuring operational efficiency and high user satisfaction. Certified Google IT Support Professional, adept at configuring systems, training end-users, and maintaining detailed documentation to enhance system reliability and security.
Overview
3
3
years of professional experience
Work History
INFORMATION TECHNOLOGY HELP DESK
Gabes
Morgantown
04.2024 - Current
- Provided technical support to end-users via phone, email, and in-person for hardware, software, and network-related issues, ensuring minimal downtime and high user satisfaction.
- Diagnosed and resolved point-of-sale (POS) system issues, including software glitches, connectivity problems, and hardware malfunctions, improving system reliability.
- Configured and deployed new computer systems, printers, scanners, and peripheral devices, ensuring seamless integration into store operations.
- Installed, updated, and patched software on computers and POS terminals in compliance with company security protocols and industry standards.
- Utilized Freshservice ticketing system to document support requests, troubleshooting steps, and resolutions, maintaining accurate records for future reference.
- Collaborated with vendors, IT teams, and store personnel to diagnose and resolve technical issues, ensuring seamless POS operations.
- Trained store staff on IT procedures, including password resets, account management, and data backup processes, enhancing their technical proficiency.
- Monitored and optimized network performance to ensure uninterrupted operations across over 100 retail locations.
- Supported the implementation and enforcement of IT policies and procedures, ensuring compliance with industry regulations and company standards.
- Conducted routine maintenance and troubleshooting of POS hardware, such as cash drawers, receipt printers, and barcode scanners, reducing equipment downtime.
- Assisted in the rollout of new software and hardware upgrades, ensuring minimal disruption to store operations and user productivity.
- Provided on-site and remote technical support, resolving issues promptly for both corporate users and stores.
MEMBER EXPERIENCE REPRESENTATIVE
Fairmont Federal Credit Union
Morgantown
06.2023 - 01.2024
- Enhanced operational security by implementing and overseeing robust cash handling protocols, ensuring precise transactions for an average of 50+ clients daily, showcasing meticulous attention to detail, and a focus on precision in financial procedures.
- Orchestrated the administration, monitoring, and reconciliation of high-value transactions, consistently achieving a 99.9% accuracy rate, underscoring an analytical approach and proficiency in leveraging financial systems and software.
- Played a pivotal role in the implementation of updated security measures and fraud prevention protocols by orchestrating effective communication via email and phone, contributing to a notable reduction in security incidents, and illustrating a dedication to safeguarding sensitive information.
- Demonstrated exceptional problem-solving abilities by collaborating with cross-functional teams including IT, QA, Loss mitigation, and Accounting to troubleshoot and resolve customer account issues, adeptly utilizing a range of support systems including ticketing systems, to ensure seamless resolutions.
PRODUCT SPECIALIST
Scott C's Auto Outlet
Morgantown
01.2023 - 05.2023
- Leveraged DealerSocket CRM software to efficiently track and prioritize leads, culminating in a substantial increase in conversion rates and the seamless streamlining of customer follow-up processes, showcasing adeptness in utilizing customer relationship management tools.
- Conducted engaging test drives and comprehensive vehicle demonstrations, resulting in a notable surge in customer satisfaction scores and a significant rise in referral business, underscoring effective communication and presentation abilities.
- Demonstrated a steadfast commitment to continuous learning and adaptability by actively engaging in regular sales training sessions, ensuring a comprehensive understanding of industry trends, market dynamics, and emerging technologies.
CUSTOMER SUPPORT SPECIALIST
Teletech
Remote
02.2022 - 01.2023
- Optimized the customer issue resolution process, resulting in a notable reduction in average handling time through adept utilization of knowledge base systems and effective troubleshooting techniques, demonstrating proficiency in problem-solving and technical tools.
- Delivered empathetic and solutions-oriented support to an average of 30+ customers daily, maintaining an outstanding customer satisfaction rating and highlighting exceptional interpersonal communication skills, showcasing a customer-centric approach and excellent communication abilities.
GAME SERVER DEVELOPMENT
DreamRP
West Virginia
06.2024 - 01.2025
- Contributed to the creation and scripting of DreamRP, a custom Grand Theft Auto V roleplay server. Utilized Lua to develop and maintain gameplay systems, roleplay mechanics, and server-side features.
- Gained hands-on experience with collaborative game development, server optimization, and real-time scripting in a multiplayer environment.
Education
GOOGLE IT SUPPORT PROFESSIONAL CERTIFICATE - troubleshooting, customer support, networking, operating systems, systems administration, security
Merit America
12.2023
MICROSOFT 365, WINDOWS 10, SPICEWORKS TICKETING SYSTEM, AND FUNDAMENTAL CLOUD CONCEPTS
Merit America
12.2023
Skills
- Technical Support
- Troubleshooting
- POS Systems
- Windows
- Linux
- DNS
- Networking
- System Administration
- Security Protocols
- Documentation
- Leadership
- Critical Thinking
- Communication
- Time Management
- Customer Service
Timeline
GAME SERVER DEVELOPMENT
DreamRP
06.2024 - 01.2025
INFORMATION TECHNOLOGY HELP DESK
Gabes
04.2024 - Current
MEMBER EXPERIENCE REPRESENTATIVE
Fairmont Federal Credit Union
06.2023 - 01.2024
PRODUCT SPECIALIST
Scott C's Auto Outlet
01.2023 - 05.2023
CUSTOMER SUPPORT SPECIALIST
Teletech
02.2022 - 01.2023
GOOGLE IT SUPPORT PROFESSIONAL CERTIFICATE - troubleshooting, customer support, networking, operating systems, systems administration, security
Merit America
MICROSOFT 365, WINDOWS 10, SPICEWORKS TICKETING SYSTEM, AND FUNDAMENTAL CLOUD CONCEPTS
Merit America
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