Michael Brammer
Technical Support
Austin,TX
Summary
Veteran Technician offering 13 years of progressive IT experience in shop, over the phone or in the field. Strong team player, trainer and organized worker dedicated to providing high-quality work in all settings. Able to pickup new skills and learn methods to accomplish whatever is required quickly and efficiently.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Service Coordinator
Freedom Solar Power
AUSTIN, TX
10.2023 - Current
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Assisted customers with basic troubleshooting to determine cause of issue
- Facilitated RMA requests with manufacturers
- Maintained detailed notes through three different CRM tools
- Maintained relationships with technicians to find out abilities and determine who would be the best fit for which service orders
Mac@IBM Help Desk Advisor - Specialist II
IBM
Austin, TX
09.2019 - 05.2023
- Provided direct internal support via phone or chat to IBM employees using Apple devices, macOS/iOS as well as some Windows 10 and 11 devices
- Configured hardware, VPN, devices and software to set up workstations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise probing questions and logic
- As a Specialist II, I assisted other advisors with cases when needed. Took over cases from Spec I advisors when they could not reach a resolve or if the user was being difficult. Also assisted on special ask cases from management for users that were not able to enter our support queue
- Used ServiceNow to create and update service tickets for user interactions.
- Monitored and configured user enrolled devices via JAMF for workstations and MaaS360 for iOS devices
- Assisted users with various issues regarding anything from DB access/email setup in HCL Notes, network troubleshooting regarding VPN access on host side as well as from within VMware Fusion/Win10, to looking for accidentally deleted files in Box, Code42 Crashplan, OneDrive and iCloud in some situations.
- Helped streamline repair processes and update procedures for support action consistency.
- Created user accounts and assigned permissions.
- Worked with team members using Agile format for completing projects in an attempt better help desk functionality overall
- Maintained steady metrics including ASA(Average speed to answer), NPS(Net Promoter Score/users rating of interaction), FDR(First desk resolution), FCE(First call efficiency), and chat concurrency, being required to conduct two chat support sessions simultaneously, averaging 12-15 cases a day.
- After probing users for necessary information regarding issue, either provided support/steps for resolution via typed specific instruction, or using remote support tools like Cisco Webex Meetings, Webex Support, macOS Screen Sharing, or Windows Quick Assist to take control of users devices and configure/resolve issues in real time.
- Determined if users issues were something our desk was capable of handling, or if issue required escalation to different/more specific teams. Locating specific team and facilitating said escalation, keeping in contact with user to provide updates on ticket as made available or until the escalation team took ownership of ticket
- Routinely assisted with new employee training via shadowing and reverse shadowing
- I was primarily on Mac support, but towards the end we were all cross trained to support Windows 10 and 11 as well. We never really got to use said training as right when we finished, we were then told the department was being laid off
SOS(Start of School) IT Technician
QA Systems/AISD
Austin, TX
08.2019 - 09.2019
- Assisted teachers and students with various issues experienced with school provided Chromebooks
- In classroom, setup phones, printers, copiers, video projectors, as well as configuring teachers computers to work will all in unison
- Setup and maintained 20+ computer labs including hardware/software troubleshooting in lab, replacing or repairing devices as needed
- Setup basic networks within specific labs verifying devices we're able to access AISD network
- Responded to teacher support requests and documented tickets via FileMaker Pro
Field Service Technician
MacResource Computers
Bryan, TX
04.2010 - 08.2019
- Performed hardware repair on Apple portables and desktops dating back to later Power PC based systems as well as all Intel based systems up to current generation.
- Isolated issues with Mac computers to being either hardware or software through extensive troubleshooting using Apple diagnostics as well as component isolation.
- Once having a diagnosis for a customer, putting together the most efficient solution whether it be actually repairing the unit or facilitating a replacement and finding the best candidate to meet their needs.
- Migrated customer data from previous systems into new devices as well as configuring data made in older versions of programs to work efficiently with newer operating systems as well as setting up Windows, if they so chose, via Bootcamp or the virtual machine of their choice.
- Managed and performed Apple Warranty Onsite Dispatch repairs via GSX in customers homes and businesses.
- Performed non warranty onsite repairs involving hardware and software troubleshooting, integrating new systems into customer current work environment, troubleshooting issues with peripherals and occasionally troubleshooting 3rd party hardware and software functionality within macOS
Education
High School Diploma -
Travis B Bryan High School
Bryan, TX 08.2004 - 05.2008
Skills
Troubleshooting and resolution
MacOS expertise
Hardware and software troubleshooting skillsSafety awarenessProfessional customer service skills via phone or in person
New employee trainingCustomer service expert
Data recovery
Desktop support
Application support
Professional telephone etiquette
Remote support/resolution
Enterprise level support
Certification
ACMT - Apple Certified Mac Technician since 2011 - USADMT11
Timeline
Service Coordinator
Freedom Solar Power
10.2023 - Current
Mac@IBM Help Desk Advisor - Specialist II
IBM
09.2019 - 05.2023
SOS(Start of School) IT Technician
QA Systems/AISD
08.2019 - 09.2019
Field Service Technician
MacResource Computers
04.2010 - 08.2019
High School Diploma -
Travis B Bryan High School
08.2004 - 05.2008