La'Stephanie Brandon
Memphis,TN
Summary
Talented Support Technician bringing 5+ years of experience in warehouse logistics. Knowledgeable about operations and repairs. Enthusiastic about helping operations run smoothly by providing top-notch support and documentation.
Overview
20
20
years of professional experience
1
1
Certification
Work History
CAMPUS TECH SUPPORT
FedEx Trade Networks
Collierville, TN
10.2019 - 03.2021
- Responded to 5+ daily helpdesk requests to resolved connectivity, software, and hardware issues
- Installed, configured, and provided administration of new computer software upgrades
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
- Practiced system education for repeat issues with non-technical employees reducing repeat trouble tickets
- Learned new skills and applied them to daily tasks to improve efficiency and productivity
PERFORMANCE TEAM MEMBER
FedEx Trade Networks
Collierville, TN
03.2019 - 03.2021
- Designed 5+ learning products, including web-based aids or electronic performance support systems
- Interviewed 20+ subject matter experts (SME) to conduct other research and develop instructional content improving callbacks, wait times for 300+ remote reps
- Used coordination and planning skills to achieve results according to provided schedule
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
QAT SUBJECT MATTER EXPERT
FedEx Trade Networks
Collierville, TN
02.2019 - 03.2021
- Created 1 business case to assist in finding repeat caller issues resulting in multiple ticket creation in hopes of removing reps from technically not feasible list
- Provided solutions through weekly meetings to reduce repeat caller list by 25%
- Analyzed presented information to create technical procedure manual that will assist reps with computer basics. Results -Repeat callers have significantly dropped by 50%
- Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
KNOWLEGE BASE OWNER
FedEx Trade Networks
Collierville, TN
05.2016 - 03.2021
- Developed Knowledge Base template for maintaining consistency, streamlining process, and saving time
- Created and edited information to ensure easy use for team
- Coordinated and facilitate 200+ knowledge base articles
TECHNICAL SUPPORT SPECIALIST II
FedEx Trade Networks
Collierville, TN
05.2016 - 03.2021
- Completed average of 12+ inbound phone calls to deliver support and remotely resolve service issues
- Created 1 automated file to streamline weekly stats sent to upper management
- Analytically access methods and procedures to determine needed improvement
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Patched software and installed new versions to eliminate security problems and protect data
- Subject matter expert for 13 projects
INVENTORY MANAGER
SAMSUNG PILOT, FedEx Trade Networks
Collierville, TN
01.2017 - 06.2017
- Chosen out of 200+ candidates for 6-month pilot program in New York City - Samsung/FedEx partnership
- Labeled, organized 1000+ inventory items on shelves according to model, size, type of material
- Assisted with knowledge base articles for production and level one support with day to day activities
- Responsible for data center setup: workbenches, servers, network, desktops
- Modeled for 1 online advertisement
- Ordered and received fright for new parts as needed and communicated defects accordingly
CLIENT SERVICE MANAGER II
XO Communications
Nashville, TN
10.2011 - 12.2014
- Managed 25+ customers with monthly spending under $2000
- Monitored customer preferences, focus on sales, upgrades, determine price schedules and discount rates
- Assisted in creation of new database to include 7 grandfathered products
- Proved successful working within tight deadlines and fast-paced B2B atmosphere
IT SPECIALIST
The Dream Centers of Tennessee
Nashville, TN
03.2012 - 03.2013
- Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations
- Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems, and replace defective components when necessary
- Performed data backups and disaster recovery operations
- Maintained logs related to network functions, as well as maintenance and repair records
- Supported Windows XP, Windows 2000/2003/2008 platforms
- Provided IT Infrastructure support for small and medium-size businesses conducted over 100 Windows upgrades
Education
A.S - Computer Networking Systems
ITT TECHNICAL INSTITUTE
Nashville, TN11.2011
Skills
- Management
- Planning
- Moral Booster
- Documentation
- Customer Service
- Innovation
- Communication
- Defect Analysis and Resolution
- Team Player
- Network Hardware and Software Maintenance
- Continuous Improvement
- Production Work
- Team Support
Certification
Safe Agile
Dale Carnegie
QDM Apprentice (Quality Driven Management)
Timeline
CAMPUS TECH SUPPORT
FedEx Trade Networks
10.2019 - 03.2021
PERFORMANCE TEAM MEMBER
FedEx Trade Networks
03.2019 - 03.2021
QAT SUBJECT MATTER EXPERT
FedEx Trade Networks
02.2019 - 03.2021
INVENTORY MANAGER
SAMSUNG PILOT, FedEx Trade Networks
01.2017 - 06.2017
KNOWLEGE BASE OWNER
FedEx Trade Networks
05.2016 - 03.2021
TECHNICAL SUPPORT SPECIALIST II
FedEx Trade Networks
05.2016 - 03.2021
IT SPECIALIST
The Dream Centers of Tennessee
03.2012 - 03.2013
CLIENT SERVICE MANAGER II
XO Communications
10.2011 - 12.2014
A.S - Computer Networking Systems
ITT TECHNICAL INSTITUTE
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