Summary
Overview
Work History
Education
Skills
Timeline
SoftwareEngineer
STEVEN BRANDON

STEVEN BRANDON

IT Analyst
Memphis,TN

Summary

Passionate IT analyst with over 12 years’ experience in incident management, escalations, business process analysis, and team training. Excited to collaborate with cross-functional teams in Product, Engineering, and IT to help scale the Starbucks operation and improve the Service Desk efficiency.

Overview

12
12
years of professional experience

Work History

Sr. Help Desk Support Specialist

IDEXX Laboratories
Memphis, TN
02.2021 - Current
  • Provide Tier 2 and desk-side support for employees located in our IDEXX warehouse and distribution centers in Memphis, TN.
  • Answer incoming calls to Help Desk, providing telephone support to those that work at IDEXX, for computer systems or applications issues.
  • Troubleshoot problems and provide immediate resolution, or perform additional research to resolve issues. Perform root cause analysis and develops checklists for typical problems. Recommend procedures and controls for problem prevention. Set clear and reasonable expectations as to resolution and time frame. Escalate problems to others as needed.
  • Document issues and resolution on the ServiceNow ticketing system.
  • Perform receiving function for incoming IT-related hardware and software. Images and sets up new and reconfigured IDEXX computers.
  • Shares problem resolutions and unique cases with others on the team to add to the information knowledge base. Contributes to updated policies and procedures as needed.
  • Discuss products, support, and troubleshooting with hardware and software vendors as needed.

Information Technology Support Specialist

St. Jude Children's Hospital
Memphis, TN
01.2021 - 02.2022
  • Provide intermediate level hardware and software support across the institution
  • Work with technology staff, clients and others to solve incidents and to satisfy service requests
  • Document resolution of tickets within ServiceNow
  • Function as an active participant on the Client Services Team
  • Work to complete tasks assigned to them within Service Level Agreements
  • Utilize troubleshooting tools to solve problems
  • Deliver and support PCs and peripherals
  • Knowledge of Macs, PCs, Mobile Devices and their respective Operating Systems
  • Support local computing environment (installing, configuring and supporting computers, printers, etc.)
  • Possess excellent spoken and customer service skills
  • Handle ticketing back log as well as being the team that handles lower priority level tickets

Information Technology Analyst

Raymond James Financial Services
Memphis, TN
02.2015 - 10.2021
  • Analyze, diagnosis and resolve reported problems on hardware, software, OS, Apple, Androids, Windows, Printers and device compatibility
  • Assist users in identifying issues and explained solutions to restore service and functionality within Microsoft SQL Server
  • Follow up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
  • Work closely with management on high-level complaint issues
  • Work with head of Departments, Develop Management, and Corporate to prioritize reported issue fixes

Technical Support Specialist

Navy Personnel Command
Millington, TN
05.2011 - 08.2015
  • Responsible for answering incoming customer phone calls, chats, and emails, asking questions, and gathering information to quickly resolve issues
  • Responsible for researching customer's technical issues, through the company knowledge base software to resolve problems
  • Documented tickets/resolutions in Zendesk and Oracle ticketing
  • Managed inbound call queues and tickets from clients to resolutions for PIN replacements, fraudulent transactions, dispatch requests, troubleshooting and problem escalation.
  • Prevented high turnaround times for calls to be dispatched to agent locations by liaising with teammates and advising the agent of any changes in the arrival time to resolve their issue

Education

High School Diploma -

West Memphis High School
West Memphis, AR
2010

Associate of Science - Computational Science

Mid-South Community College
West Memphis, AR
2011

Skills

  • Incident Management
  • Service Desk Management
  • POS Systems
  • End User Support
  • Enterprise Systems
  • Project Management
  • Active Directory
  • Customer support
  • TCP/IP
  • Desktop support
  • Technical issues analysis
  • Training and mentoring

Timeline

Sr. Help Desk Support Specialist

IDEXX Laboratories
02.2021 - Current

Information Technology Support Specialist

St. Jude Children's Hospital
01.2021 - 02.2022

Information Technology Analyst

Raymond James Financial Services
02.2015 - 10.2021

Technical Support Specialist

Navy Personnel Command
05.2011 - 08.2015

High School Diploma -

West Memphis High School

Associate of Science - Computational Science

Mid-South Community College

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