Julie Brandi
Moncks Corner,SC
Summary
Experienced IT Technical Support Specialist skilled in technical support, network troubleshooting, and Active Directory configuration. Proven ability to enhance service delivery through effective problem-solving and detailed system maintenance.
Overview
33
33
years of professional experience
Work History
IT Technical Support Specialist
Department of Veterans Affairs
Ladson, South Carolina
10.1995 - Current
- Provided technical support for veterans' computer systems and software applications.
- Diagnosed hardware and software issues for efficient problem resolution.
- Assisted users with system access and account management inquiries.
- Collaborated with IT teams to improve service delivery processes.
- Conducted regular system maintenance to ensure optimal performance.
- Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
- Performed maintenance and upgrades to existing computer systems as needed.
- Troubleshot networking issues including LAN and WAN connectivity and slow performance issues.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
- Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Maintained inventory of all technology assets within the organization's network infrastructure.
- Configured user accounts in Active Directory and other directory services platforms.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Analyzed user requirements and implemented solutions that met their needs while adhering to established policies and procedures.
- Resolved escalated customer inquiries via telephone or remote access tools.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Handled customer service issues by providing guidance or escalating to advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Used remote login tools to assist clients with technical and product questions.
- Performed routine maintenance and software updates on support tools and customer systems.
- Managed the configuration and setup of customer accounts and systems.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
Computer Assistant
US Air Force Base
Great Falls, Montana
05.1993 - 03.2005
- Managed inventory of computer equipment and supplies for the base.
- Assisted technical staff with hardware and software troubleshooting.
- Maintained accurate records of service requests and resolutions in tracking systems.
- Developed user guides to facilitate understanding of new software tools.
- Assisted in the setup of new computers and peripherals such as printers, scanners.
- Provided technical assistance to users regarding computer applications and hardware operations.
- Installed, configured and maintained computer hardware and software systems.
Education
Associate of Science -
Community Collage of The Air Force
Malmstrom Air Force Base05-2002
Skills
- Technical support
- Network troubleshooting
- Active Directory configuration
- Remote assistance
- VoIP systems
- Incident management
- Application support
- Patch management
- Active Directory management
- Operating system support
- Server maintenance
- Technical issues analysis
- TCP/IP
- Desktop support
- Ticketing system experience
- Software deployment
- Network administration
- Hardware diagnostics
- System maintenance
- Attention to detail
- Team collaboration
- Hardware installation
- Printer support
- Remote desktop support
- Data backup management
- Help desk support
- Asset management
- Wireless networking
- System administration
- Windows 365
- Hardware and peripherals
- Network configuration
- Microsoft outlook
Timeline
IT Technical Support Specialist
Department of Veterans Affairs
10.1995 - Current
Computer Assistant
US Air Force Base
05.1993 - 03.2005
Associate of Science -
Community Collage of The Air Force