Technical Support Manager

Garlaund M. Branch

**** ***** ***** ******** ** 713-***-**** ********.******@*****.***

TECHNICAL SUPPORT/ HELP DESK PROFESSIONAL

IT Help Desk Technician with over 10 years of experience providing ideal technical support and relevant

fixes to a host of IT issues. Processes a natural inquisitiveness for all things stellar educational

credentials.

PROFESSIONAL QUALIFICATIONS

Software/Hardware:

• Proficient with Microsoft Word, Excel, PowerPoint, Remedy, Active Directory, Microsoft

Exchange, Blackberry OS, Windows OS, Android OS, Mac OS. and all other Apple products,

MTAS, MARS, Printers .

Professional Certifications:

• MCSA in Progress.

• Blackberry Certified Support Specialist 2013

• A+ Certification 2013

• Verizon Wireless Lean six Sigma 2012.

• Essentials of Software Testing 2007

• Blackberry Certified Support Associate T2 v4.0 + BIS BCSA240BWC 2007

• Blackberry Certified Support Associate T2 v4.0 + BWC BCSA240BWC 2005

CAREER HISTORY

IT Service Desk Specialist

Houston Independent School District August 2014 – September 2014

• Research POS register equipment, programming requests and questions.

• Create work tickets for technicians and set priorities accordingly.

• Process Creation, Modification, and Termination Access Requests.

• Familiarity supporting computer hardware and remote network communication.

• Perform MS Active Directory end-user password resets and account lockout administration.

• Configure various equipment (Computers, Office Phones, Mobile Devices and Printers)

• Ensure incidents and service requests are properly escalated and assigned to appropriate Resolution Support

Groups.

October 2013 – May 2014

CCO Helpdesk Specialist

General Dynamics Information Technology

• Supervise complaint ticketing system to follow timely resolution of all work orders.

• Monitored and responded phone and e-mail requests for technical supports

• Troubleshooting PC and Laptops on Windows OS and printers.

• Setup, deployed, and maintained of end-user machines.

• Provided end-user technological support for computer and LAN related issues.

• Installation of hardware and software and keeping Anti-Virus software updates.

Technical Support Analyst June 1997 – Aug 2012

GTE/Verizon Wireless, Houston, TX

One of the world’s largest wireless network providers

• Provided exceptional Technical Support for internal, external and executive level management voice of data

products which includes Smartphone, Iphone, Blackberry, Ipod and Ipad, Palm OS, Windows Mobile device, Android and

Wireless WIFI, MIFI for internet connectivity.

• Supporting Remote access, Firewall, VPN, Skype video and voice conferencing.

• Supporting Blackberry Desktop Manager and Devices email on Blackberry Internet Service Environment and

Outlook email.

• Supporting Windows Mobile Device on Microsoft Exchange Server Environment also Active Directory for

internal users.

• Troubleshoot hardware and software issues and identify network/applications issues.

• Provide detailed information on how to set up/configure data and voice products, Verify provisioning and

diagnose device or software and Network issues.

• Troubleshoot PC Operating systems, and Mac OS, Installation of hardware and software specifically Device

Manager and TCP/IP configuration, CDMA and 4G LTE MIFI Mobile devices, VZ Access Manager Software and also

LAN and WAN.

• Used various administrative department tools and on-line resources for customer resolution.

• Document and maintain records on Help Desk in the user account.

• Used Remedy Ticketing Application for tracking customer interactions and network problem resolution.

• Evaluated customers concerns and resolve problems to customer satisfaction.

• Demonstrated and practiced regularly the skills necessary to handle any Customer and or Technical Support call

type that is routed through the call center in this function.

• Followed up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

• Partnered with the National Customer Technology teams to provide updates, feedback, and

necessary input to ensure successful releases of new devices functionality.

EDUCATION

Milestone Technical Institute

Houston, TX

Kemper Military School & College

Boonville, MO

Associate of Arts and Sciences (A.A.S.) Business/Commerce

Southern University A & M College

Baton Rouge, LA

AWARDS/PROFESSIONAL ACHIEVEMENT

• Verizon Wireless Perfect Attendance Award.

• Verizon Wireless Quality Award.

• Verizon Wireless Best in Class Award.

• Verizon Wireless Employee Leadership Award.

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