Customer Service Management
Resume:
Thad Brannen
**** * *****, *******, ** *****
TECHNICAL EXPERTISE
Systems Windows 9X - 10, Server 2008-2012, Exchange 2007, OSX, IOS, Android
Hardware Cisco WLC controllers, Routers, hubs, modems, printers, thorough understanding of internal computer components and many other PC peripherals
Software SCCM, SCOM, JDE, Oracle, MS Office 97-2013, Anti-Virus, Anti-Spyware, Norton Ghost,
BOSS/Footprints, CRM
Networking TCP/IP knowledge, wireless technologies, network troubleshooting and configuring
WORK EXPERIENCE
IT Support Specialist Jan 2016 - Jun 2017
Novo Nordisk - Headquartered in Denmark, Novo Nordisk is a global healthcare company with more than 90 years of innovation and leadership in diabetes care. This heritage has given us experience and capabilities that also enable us to help people defeat other serious chronic conditions: rare bleeding disorders, growth hormone-related disorders, and obesity.
• Provide first line response to many IT issues and technologies.
• Active Directory management
• SCCM software deployment management
• New user hardware/software setup and configuration, work area relocation when needed
• Supplied clear coherent support/training for new hires
• Facility network and power mapping projects
• Provide Outstanding Customer Service in everything!
XOC Support Technician Mar 2015 - Oct 2015
Microsoft Xbox Operations Center - Primary support for Xbox Live operations and services. When the Xbox has alerting or interruptions in service we are the first contact and the first line of defense.
• Active Directory management for groups and users
• SCCM Server support for Xbox operations (Alerting, troubleshooting, etc)
• SCOM Database management
• Conference call and major incident support
• SQL Server Manager Studio database queries
IT and Network Technician Feb 2014 – Nov 2014
Guardian Security - Guardian Security is the first choice for security in the Pacific Northwest for public buildings, office buildings, warehouses, homes, schools, hotels and hospitals. Our customers have included local and national names that you know and trust.
• Creation and management of users and groups in AD in Server 2008 & 2012
• Creation and management of users in Exchange 2007
• Provided expert desktop support to existing and new challenges
Desktop Support Tech Mar 2013 – Feb 2014
Merchant Partners - Merchant Partners provides a global internet-overlay network focused on providing secure, reliable, real-time transaction management. Transactions are captured at the POS through either our dial, IP or Host-to-Host communications network and presented to the corresponding banking or private network platform.
• Support of credit card software solutions for outside customers
• Internal client help desk support
• PC hardware, network troubleshooting
Lutron/AV Tech Nov 2012 – Mar 2013
QNorthwest - QNorthwest provides a variety of technology services to homeowners, contractors, commercial and industrial markets, and manufacturers. We are a relationship based company focused on partnerships with those who can utilize our skill and expertise.
• Installation and configuration of Lutron Systems
• Installation of Residential Audio and Video solutions
• Troubleshooting and updating of Lutron systems
Desktop Support Technician Mar 2008 – July 2012
Wilbur-Ellis Company- Founded in 1921, Wilbur-Ellis is a leading international marketer and distributor of agricultural products, animal feed and specialty chemicals and ingredients.
• Lead department in advanced troubleshooting and creative solutions for client technical difficulties
• Established excellent customer relations with clients with pleasant prompt solutions to client problems
• Created referable technical solutions to colleagues for common issues.
• Developed improved approaches for process flows and procedures to management
• Supplied clear coherent support/training for new hires
• Provided preferable software recommendations to management
Tech/Customer Service Rep Sept 2006 – Dec 2007
Clearwire – Innovative True Wireless Internet Access Inside and Outside the Home
Kirkland, WA
●Designed, developed, and implemented new step-by-step procedures for troubleshooting client Internet connectivity difficulties. These procedures resulted in more efficient and effective customer support and were adopted for use in employee training.
●Investigated and responded to client Internet connectivity and performance problems from initial phone call to final resolution. Utilized BOSS ticketing system to process trouble tickets.
●Fielded inbound client calls in a courteous and friendly manner. Provided customer service support for tasks ranging from basic account management through BOSS CRM to advance over the phone, network and desktop hardware troubleshooting.
●Responded to high-level client concerns by driving to their home and giving on-site assistance.
Tech/Customer Service Rep Oct 2005 – Sept 2006
Biblesoft – Leader in the development of the most powerful, Bible-centric, computer-based tools and resources
Des Moines, WA
●Investigated and resolved a wide variety of client computer-related issues with company products using customer CRM to track customer transactions.
●Assumed the responsibilities of three employees within the first month of employment, which resulted in greater efficiency and significant savings for the company.
●Reinforced the value of company products while assisting the client with technical concerns.
EDUCATION
●South Seattle Community College – AA Degree in Automotive Technology
●Occupational Skills Center – Career Training and Diesel Mechanics
INTERESTS/ACTIVITIES
●Video editing and production
●PC repair, upgrades and custom builds
●Automotive repair, gaming, movies
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