Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Neal Brakey

Mansfield,United States

Overview

9
9
years of professional experience

Work History

Technical Support Engineer

Quorum International
01.2025 - Current
  • Proactively identified areas for process improvement, driving increased efficiency throughout the organization.
  • Maximized return on investment by implementing effective asset allocation strategies.
  • Reviewed contract reports, bid proposals and requirements with senior management for accuracy and processing.
  • Enhanced cloud infrastructure efficiency by implementing advanced automation techniques and tools.
  • Assisted in migration projects from on-premises data centers to cloud environments, ensuring minimal disruption to business operations.
  • Optimized system performance for increased scalability and reliability through regular maintenance and updates.
  • Reduced server downtime by proactively monitoring cloud resources and addressing potential issues before they escalated.
  • Performed first-level incident response and service resolution for cloud systems.
  • Reduced shipment errors through meticulous attention to detail and accurate data entry.
  • Improved document organization by implementing a comprehensive filing system.
  • Collaborated with cross-functional teams to ensure timely completion of projects and deliverables.
  • Created and updated regular inventory reports and records.
  • Maintained sufficient inventory levels to meet customer demands at all times.
  • Participated in regular cycle counts to confirm accuracy of inventory records.
  • Coordinated with suppliers to guarantee timely delivery of inventory and materials.
  • Collaborated with IT teams to integrate security measures into software development processes, enhancing overall application security.
  • Evaluated emerging technologies for their potential impact on organizational security posture, recommending appropriate solutions as needed.
  • Designed and implemented employee awareness campaigns, raising the level of security consciousness within the organization and reducing incidents related to human error.
  • Used Veeam to provide backups for servers in case of company wide shutdown to on-prem servers

Information Technology Support Team Lead

Santander
03.2024 - 12.2024
  • Supervised a team of IT staff, providing guidance and support to ensure successful completion of tasks
  • Provided accurate and up to date Inventory management using Service now
  • Developed and maintained positive relationships with customers, suppliers, and other stakeholders
  • Worked with Microsoft Entra to add people to MFA, so they could perform their day to day tasks
  • PXE Imaged laptops and desktops to Santander standards, and installed the proper Santander software for corporate employees.
  • Provided hands on assistance with team projects to make sure they are completed on time
  • Conducted regular reviews to identify process improvements, resulting in a reduction in customer SLA violations
  • Ran daily reports and worked with the team to better manage and perform a plan of action to meet SLA requirements
  • Supported O365 applications Outlook, Visio, and Excel
  • Delegated service now tickets to team members (4 – 8 IT Analysts)
  • Used Active Directory to add users to correct groups, and ensure they are active
  • Used Active Directory to Re-instate laptops and move them to the proper groups
  • Managed workload distribution effectively, ensuring timely resolution of tickets while maintaining a balanced workload for all team members.

Technical Support Specialist

CSG
05.2023 - 11.2023
  • Troubleshot technical issues and provided on-site technical support
  • Developed and maintained a ticketing system that allowed users to quickly and easily submit service requests and track progress
  • Identified and reported inventory discrepancies, resulting in improved inventory management
  • Managed in-bound and out-bound shipments to and from the CSG Warehouse
  • PXE Imaged laptops and desktops to CSG standards, and installed the proper CSG software for corporate and warehouse employees.
  • Worked with the networking team, to make sure ports, and servers were connected, and running properly at the CSG Warehouse.
  • Ran and tested Autopilot on machines, so that users would be able to use their CSG devices from home.
  • Received inbound, and outbound calls and emails from CSG users throughout the USA.
  • Provided users assistance with Active Directory accounts, adding and deleting them from groups, and managing their direct accounts on the server.
  • Setup phones and phone plans for users of the company.
  • Worked on Crestron tablets in meeting rooms, to make meetings seamless for the user without issue.
  • Performed daily checkups on meeting room, and other equipment in the warehouse to make sure everything is running properly.
  • Provided data management through inventory, checklists, and product orders of incoming machines to the CSG warehouse, and other CSG locations in the US.
  • Pulled tickets from Jira to provide assistance to users in need of help, along with software and hardware requests.
  • Tested and configured new hardware and software prior to deployment.
  • Resolved 50 to 100 technical support inquiries per day.

IT Support Specialist

VFC/Dickies
08.2020 - 05.2023
  • Overlooked Active Directory accounts for VF and Dickies to make sure users are always up and running smoothly and added users to proper groups as needed.
  • Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
  • Installed and troubleshot JBA and System 21 issues, so users are able to perform work functions without issue.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Removed and replaced old hardware during routine upgrades and system repairs.
  • Provided assistance with Macbooks using Jamf device management and endpoint protection
  • Worked with Nomad on Macbooks to help associate macbooks to active directory and helped people login and change passwords

Service Desk Technician

Dxc Technology Co/Tech Systems Contract
02.2020 - 09.2020
  • Provided customers over the phone support with all technical, and logistical issues.
  • Made sure the customer is well treated, and well spoken to getting the issue taken care of as quickly and efficiently as possible.
  • Provided information the customer needs about tickets to keep them up to date on the process of the issues they are being helped on.
  • Helped customers access their SAP expense accounts for Traveling. Supported computers from Windows 7 to 10.
  • Handled 60 to 80 tickets a day.
  • Worked with customers to reinstall software onto their computers via Bomgar.
  • Helped customers map network and shared drives to their computer.
  • Used the provided knowledge base to provide the best answers for customers, and fix the issue no matter what the problem was.
  • Helped customers connect printers to their personal or business computers, and helped with any physical issues the printer might have over the phone. Helped with any server outages to make sure they were taken care of in a timely manner, and that none of the server data was lost in the process. Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Consistently responded to customer service emails within standard window for optimal response

Technical Support Specialist

Motorola
02.2016 - 02.2020
  • Assisted end users via phone call offering solutions with both hardware and software related issues.
  • Maintained the highest levels of customer satisfaction.
  • Helped police officers over the phone via connecting to their computer set up their police plate scanners both IR and Color to track correctly, and properly read plates
  • Physically worked on all 4 different camera systems we offered learning how everything worked both inside and out
  • Applied the correct IP Addresses to each camera, and the main brain camera system to make sure everything worked seamlessly over the phone via the customers computer
  • Used Ubuntu to configure the raspberry pies inside of each of the 4 cameras mounted onto the cars
  • Helped officers and repossession drivers configure and track with the camera system as to not miss cars.
  • Filled out tickets for each caller with all the documentation of each incident, along with any pictures for anything that needed to be RMA'd or fixed
  • Provided customer with loaner camera systems via fedex shipment as I worked on their camera system in office to correct the problem
  • Helped police officers by synchronizing a database of every plate they are looking for into one hotlist on their computer
  • Helped with ballistic matching to match bullet casings to help forensics find and locate suspects
  • Helped Police with facial recognition software as to use face cameras and body cameras that would help against suspects
  • Performed custom installs of the software, and pushed the required firmware, and IP Addresses to the cameras as well as the main camera system
  • Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
  • Documented and updated case notes for each customer and work order. Documented repair processes and helped streamline procedures for future technical support actions.
  • Developed and implemented a comprehensive design verification and validation plan that ensured system requirements were met according to industry standards and customer specifications

Education

High School - Business Management

Midlothian High School
Midlothian, TX
06.2014

Skills

  • Problem-solving
  • Hardware configuration
  • Teamwork and collaboration
  • Project management
  • Backup and recovery
  • Employee training
  • Process improvement
  • Incident management
  • IT infrastructure library
  • ITSM software
  • ITIL processes
  • Securities safekeeping
  • Microsoft Excel
  • Property accountability
  • Asset optimization
  • Asset allocation
  • Backup management
  • Disaster recovery
  • Group policy management

Languages

English
Native or Bilingual
German
Professional Working

Timeline

Technical Support Engineer

Quorum International
01.2025 - Current

Information Technology Support Team Lead

Santander
03.2024 - 12.2024

Technical Support Specialist

CSG
05.2023 - 11.2023

IT Support Specialist

VFC/Dickies
08.2020 - 05.2023

Service Desk Technician

Dxc Technology Co/Tech Systems Contract
02.2020 - 09.2020

Technical Support Specialist

Motorola
02.2016 - 02.2020

High School - Business Management

Midlothian High School

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Neal Brakey