Help Desk
Resume:
Brandon Miles
Maple Valley, WA 98038
************@*****.***
Computer Technician/Customer Service Professional/Help Desk
Persistence / Thoroughness / Precision
Highly accomplished network administrator and help desk support with seven years of experience providing
solutions of critical network systems. Application tester and quality control. Successful history of
troubleshooting, installations and configuring network interface. Extensive knowledge of delivering
infrastructure enhancements. Detail oriented with a track record of identifying and resolving computer issues in
a timely manner. Trained, motivated and supervised users on new operating system.
7 years Job related experience
TECHNICAL information Systems Experience:
SUMMARY
Brandon Miles
21633 S.E. 238th Street
Maple Valley, WA 98038
************@*****.***
Professional Experience
SOFTWARE NETWORKING HARDWARE
• Windows 95 • Active Directory • Switches
• Windows 98 • TCP/IP • HP, Dell, IBM, Sun workstations
• Windows 2000 • DNS • HP, Xerox, Lexmark, Canon
Tek Systems: 06/2014 to 12/2014
• Windows XP • DHCP printers
Safeway Field Service Technician/Application Tester Bellevue, WA
• Epson scanners
• Windows traveling computer technician • WINS software in Safeway stores in the Seattle region by rebuilding and
• Worked as a Vista upgrading
• Wireless Printer new access points.
• Windows points of sale and wireless corporate networks. Upgraded all routers, switches, firewall and Servers
• IIS
upgrading all2007
•
• Windows 2008 • Extreme ready (ESRP)
Tested and pinged all devices to verify connectivity andVLANsfor daily store operations. Network Cables
• Processors
• Synchronized the entire process of informing the store management of the upcoming deployment process, timeline and tasks to
• Windows Server NT • Ethernet (Gig, 100 BaseT)
• and
be completed. Also synchronized with a team of onsite engineers from Blackbox or Cisco RAMoffsite from IBM, Cisco and
• Windows Server 2003 • Token Ring
Safeway Network Operations Centers to replace, connect, configure and troubleshoot • the networking equipment at that
all Motherboards
• Microsoft Server 2008 • Wireless Networks
location.
• Power Supplies
• Microsoft network topology for connected devices and services, replaced and reconfigured major pieces of networking
• Fiber Optic
• Documented DOS
• Optical Drives,
• Microsoft Word • Wireless Routers
equipment such as switches, routers and firewalls, including the replacement of old wireless access points with new wireless
• PC
access points. Tested wired and wireless devices to ensure proper working order.
• Microsoft Excel • DSL
• Network Interface Cards,
• Ran Cat-5 cable throughout each site. Terminated ends to MDF and IDF. Tested cables to verify sound connection and operating
• Microsoft Power Point • Ethernet
• Printers.
signals to and from all devices.
• Microsoft Visio • T1
• Documented all pre- and post-testing results and conducting wired and wireless tests. • Hard Drives
Escalated all issues or down
• Microsoft Exchange • LAN
equipment to the Safeway Bridge Line. Conducted troubleshooting on equipment in the MDF and the IDF that is down or not online.
• DVD Drives
• Microsoft Outlook • Switches
• Signed off onActive Directory 3 once all operational equipment is online. Dismissed engineer’s onsite and then synchronized
• Wireless Routers
• Microsoft SV3- Site Visit • Hubs
• Graphics Cards
with two Network Operations Centers to ensure that the deployment process was successfully completed. Documented and
• Microsoft Office XP • Wireless Access Points
analyzed all the technical issues with Tek Systems Project Manager for future improvement work to be completed at that site.
• Sound Cards
• Microsoft Office 2000 • Network Interface Cards
Wyndham Microsoft Office 2003
• Vacation Ownership 04/2013 to 11/2013
• Built computers and installed proper
Migration Representative Redmond, WA
software
Active Directory
• Microsoft Office 2007 • Wireless Access points (CISCO, D-
Traveling Desktop Support Technician • Add/Remove Users
• Microsoft Office 2010 Link)
• Distribution Groups
• Upgraded resort computers from XP to a Windows 7/Citrix Receiver.
• Exchange 2003
• Password Resets Security
• Mac user
• Migrated OS 7 data through Windows Easy • Unlock Profiles • Firewalls
Transfer and USMT.
• MicrosoftIP printers or host-based printers to newly imaged Units and configured them to work with Citrix.
• Spam Filters
• Organizational PCs
Installed Exchange
• Restored PST, bookmarks and user files. Joined PCs after reimage to the domain.
• Add/Remove Users
Other OS
• Added, edited, and removed Outlook PSTVPN files.
• Drive profiles.
• Cisco Anyconnect
• PC Systems to H: Drive, H: Drive creation/editing, mapped network drives, mapped H: Linux-OS (Red Hat),
Uploaded data
• AS/400-OS,
• HP • Cisco VPN
• Added and removed computers from OUs in Active Directory.
• Cisco-OS
• Dell • LogMeIn
• Mapped network printers, configured printers and accessed printer servers.
• Third Party Vendors • Hamachi
• Trained end users navigating Windows 7 and using Legacy software with Citrix Receiver. Programs
Other
• Team Viewerworkflow.
• Provided daily support to end users to maintain a smooth • Track It
• Provided support for over 40,000 Windows•7/Citrix Viewer after migration.
VNC
• Barracuda
users
• and sent daily imaged PC reports to projectShore Tel OS team.
VMware
• Conducted an overall inventory for each resort • management
• Microsoft Hyper-V & Virtual
• Used Active Directory to add users, edit profiles,C/Server passwords. • Black Ice
and reset
P
• Performed software installation and re-installation after migration. • Norton Utilities
Ygnition Networks, Inc. 10/2012 to 01/2013
Customer Service Representative Seattle, WA
Brandon Miles
21633 S.E. 238th Street
Maple Valley, WA 98038
************@*****.***
• Created and canceled customer accounts per customer requests.
• Explained and adjusted billing concerns and received payments.
• Troubleshot internet connections by customer system configurations.
Oak Harbor Freight Lines, Inc. 12/2011 to 3/2012
Help Desk Technician Auburn, WA
• First point of contact for over 300 internal end users through resolution of help desk tickets or by reassignment to the
appropriate resource.
• Assisted users by using remote desktop software such as LogMeIn, PCAnywhere and Team Viewer.
• Provided support and resolved technical issues involving swapping printers on AS400 OS.
• Utilized ShoreTel phone software, changed phone extensions and added direct phone numbers to the user’s extensions.
• Used Active Directory for adding and suspending user accounts and password resets for users, and transferred user files from
old computers to new computers.
• Created employee user manuals for faster resolution.
• Provided on-call user support and maintained network activity.
Renton Technical College 04/2010 to 12/2011
Information Technology Department Renton, WA
Work Study/ Internship
• Unpacked and tagged hardware devices using Track-It software, and properly disposed of outdated equipment.
• Assisted Desktop Support Team with hardware and software deployment in various labs across campus using Ghost software.
• Migrated computers to Windows 7 using Ghost software.
• Troubleshot network, computer and printer issues.
• Monitored network activity for proper network use.
Ygnition Networks, Inc. 06/2008 to 03/2010
Customer Service Representative Seattle, WA
• Created and canceled customer accounts per customer requests.
• Explained and adjusted billing concerns and received payments.
• Promoted to Tier 1 Support and served as first point of contact for repairing, troubleshooting internet and telephone services.
• Identified issues with customer system configurations and settings interfering with the use of services.
• Linux (Red Hat) environment.
Education
Renton Technical College 06/2010 to 12/210
• Certificate of Completion in Computer Network Technology Renton, WA
Tahoma Senior High 09/1993 to 06/1997
• Diploma Kent, WA
Brandon Miles
21633 S.E. 238th Street
Maple Valley, WA 98038
************@*****.***
References Furnished Upon Request
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