Brandon Cook
Huntsville, Alabama,AL
Summary
CompTIA Security+ certified ISP Support Technician with experience supporting end users in a fast-paced ISP helpdesk environment, with strong troubleshooting, documentation, and escalation skills.
Overview
1
1
Certification
Experience
ISP Support Technician - November 2025 - Current
NRTC - contracted via TekSystems - Huntsville, Alabama
- Operated on the NRTC call floor, providing Tier 1 IT and network support to 20-30 residential and business end users daily across internet, landline/VoIP phone, cable, and hosted email services.
- Diagnosed and resolved hardware, software and network-related issues when possible, and escalated unresolved tickets to appropriate Tier 2 teams for further resolution.
Operations Associate - June 2021 - February 2025
Kohl's - Huntsville, Alabama
- Oversaw daily online and in-store fulfillment operations, processing 1,000+ customer orders, returns, and shipments each week, and leading small fulfillment teams during peak seasonal months.
- Operated the Amazon return desk, handling customer returns and managing the sorting, packing, and loading process for outbound product.
Labs/Projects
Active Directory Project (Sever 2019)
- Deployed a virtual Active Directory environment using Windows Server 2019, creating users, groups, and organizational units to simulate enterprise IT operations.
- Configured internal networking, DHCP, and DNS services to enable client devices to authenticate to the domain and access network resources.
Security+ SY0-701 Labs - CompTIA
- Completed CompTIA CertMaster labs, demonstrating learning in compliance, gap analysis, identity access control, group policy, encryption, network reconnaissance, and vulnerability management.
Education
Calhoun Community College
Associate of Science in Computer Science - August 2025
GPA: 3.907
Certification
• CompTIA Security+ - IAT Level II Compliant
Key Skills
End-User Support: Skilled in providing Tier 1 technical support for internet, landline/VoIP, cable, and email services to resolve service disruptions and maximize availability of IT resources.
Customer Service: Clear and professional communication to technical and non-technical end-users.
Ticketing: Skilled in creating, reading, and documenting troubleshooting steps taken for trouble tickets.
Networking: Strong understanding of basic WLAN/LAN configuration, connectivity, and monitoring.
Security: Understanding of general security practices and compliance including account management, encryption, and safety awareness.
Tools: Zendesk, iVUE Connector, NeoNova eTickets, Calix Cloud, NOC360, Mosaic NetworkX, Active Directory, Microsoft Office Suite.