BRANDON J. WILSON

**** ******** **. *******, ** *8128 Cell 901-***-****

Email acefo6@r.postjobfree.com

Professional Summary

Skilled IT professional with solid experience in PC repair and

troubleshooting. Firm understanding of software and hardware

installation and implementation. Extensive interpolation and

analytical abilities in conjunction with great customer service

experience.

Technical Skills

Software: Microsoft Exchange Server 2010, PowerShell, Microsoft Lync

2010, MacAfee Endpoint Protection, BMC Remedy 7, Active Directory,

Remote Access, Citrix, Cisco IP Phone Agent, MS Office 2003 and 2007,

MS Communicator VPN Client, Dameware Remote Access, JD Edwards One

World, AS400, Blackberry Manager, Norton Ghost, Active Directory

Hardware: Desktops, laptops, PC peripherals, local and network

printers

Operating Systems: Windows XP, Windows 7 32 and 64 bit

Professional Experience

International Paper (contractor)

Feb 2014-Present

Regional Support LAN Admin

Memphis, TN

. Provide tier III onsite IT support for International Paper

headquarters

. Troubleshoot varying issues with desktop and laptop hardware and

software

. Image and deploy new and replacement PC units and perform

reimage of customer systems as needed

. Order hardware and replace defective system components

. Install software and hardware upgrades per user request

. Investigate and repair basic network issues with Ethernet and

wireless connectivity

. Ensure PC units are up to date and within corporate compliance

. Respond to and update user tickets within a timely manner while

maintaining customer service best practices

FIS Global (Fidelity Information Services)

Aug 2013-Dec 2013

Systems Administrator

Memphis, TN

. Create user accounts for new employees and consultants within

Active Directory

. Fulfill requests for group mailbox creations using Exchange

Server 2010 and Active Directory

. Modify user permissions to network share drives and security

groups

. Disable access to Outlook, Lync, and Windows for termed

employees

. Create and make changes to security groups and distribution

lists using Exchange Server

. Troubleshoot access and delegation issues with user and group

mailboxes

. Grant access for proxy mailbox permissions

. Coordinate with other IT departments to expedite resolution of

user request

Service Master (contractor)

Feb. 2011-Aug 2013

Desktop Support Technician

Memphis, TN

. Provide tier II and III computer support to both corporate and

remote Service Master employees within a Dell environment

. Respond to issues ranging from Outlook email fixes, approved

software installs, and also perform full system reimages as

needed

. Troubleshoot and solve user issues remotely using such software

as Dameware, on site at user location, or by having unit shipped

in

. Assist with IT projects such as virus remediation, new software

roll out, hardware upgrades, PCI compliance, and departmental

relocation of computers and related peripherals

. Assist users with basic network support as needed, such as with

VPN, network device configurations, and LAN/WLAN connectivity.

. Fulfill QA and deployment of end user requested hardware and

software

. Perform backup and transfer of user data and profile information

. Facilitate setup and repair of network and local printers

. Engage product vendors as needed

TEK Systems

July 2010-Feb. 2011 (assigned as contractor to Medco)

IT Helpdesk Analyst

Memphis, TN

. Provide first level IT support for all Medco employees via phone

and email

. Document in detail all issues into Remedy ticket system

. Assist end users in a timely manner with issues ranging from

password resets, WLAN and VPN connectivity, network printer

installs and troubleshooting, Outlook email configuration, and

application problems

. Escalate such tickets as software requests, IP desk phone

issues, and network outages to appropriate IT departments

. Update and provide follow up status of tickets to end users

TEK Systems (assigned as contractor to IBM)

April 2010-June 2010

Wireless Support Analyst

Memphis, TN

. Assist Service Master employees via phone, email, or Remedy

ticketing software with processing orders for company air cards,

mobile phones such as Blackberries, and radios such as

Sprint/Nextel models.

. Perform activations and deactivations of mobile phones and

radios

. Review all requests for new and replacement equipment prior to

processing for order

. Provide tier II technical support for troubleshooting customer

issues with mobile devices ranging from server level resets to

loading company specific applications on devices

. Provide liaison between end users and service providers such as

Sprint/Nextel, AT&T, and Verizon to aid in transfer of services

and to resolve higher level technical issues.

. Make modifications to mobile device service plans according to

customer specifics.

AppleOne (assigned as contractor to FedEx)

Oct. 2009-March 2010

Technical Analyst

Cordova, TN

. Perform hardware and software diagnostics and detailed physical

examinations to troubleshoot end user complaints with

computerized Motorola handheld units

. Perform hardware repairs to handheld units ranging from software

issues with Windows Mobile down to component problems with WLAN

modules, scanner mechanisms, mother boards, radio devices,

Bluetooth assemblies, LCD screens, and flash memory cards

. Upgrade handheld units as needed

. Perform mandated quality assurance checks prior to end user

delivery

. Log all repairs into Nexus ticketing program

Taylor Communications (assigned as contractor to Smith & Nephew and

Service Master Inc.)

May 2008-June 2009

Helpdesk Specialist

Cordova, TN

. Receive customer technical issues via phone, email, and

documentation system

. Record all issues in detail into Remedy system

. Troubleshoot desktop and laptop related issues such as MS

Outlook, network connection, and peripheral errors

. Diagnose problems with or install network and local printers

such as Lexmark, IBM, Kyocera, and HP

. Install company approved software such as Adobe Reader and Flash

Player, Java Runtime Environment, and Microsoft updates with

administrative privileges

. Assist in account creations and profile setups

. Perform password resets through Active Directory, AS400

emulator, and intranet sites.

. Escalate advanced issue to appropriate tiers such as desktop

support, human resources, telecommunications, fleet maintenance,

and network data center

. Provide status of and update escalated incidents per end user

request

Rite Aid Pharmacy

Oct. 2005-May 2008

Store Clerk

Memphis, TN

. Responsible for cash register operation, ensuring merchandise is

stocked and inventoried, and delivering customer service.

Shelby County Government

June 2001-Aug. 2003

Summer Intern

Memphis, TN

. Worked as intern for Shelby County Sheriff's Office Information

Systems department in assisting with helpdesk details, customer

service, hardware inventory, and desktop restoration.

. Took part in major company wide project in replacing all desktop

systems.

Education

Southwest Tennessee Community College

Jan.2004-Dec.2006

Associates of Applied Science in Information Technology

(51 credit hours completed)

Raleigh Egypt High School

May 2003

Diploma with honors

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