Customer Service Technical Support
Resume:
BRANDON L. DYER
***********@*****.***
Professional Skills
World Class Customer Service – Inbound/Outbound Call Center/Client Relations, Help-Desk/Service Desk
SAP, PeopleSoft, Microsoft Office 365, 10-Key, Bilingual – Fluent Spanish, Database Management, Logistics
Accounts Payable, Receivable – Billing (Credits/Debits), Blackberry troubleshooting, CRM, Retention, SMS, SQL
CISCO, DOS, Linux, UNIX administering, Wireless connectivity troubleshooting skills, Salesforce & NetSuite experience
Excellent listening skills, strong interpersonal communication skills, and proficient computer skills, Shipping/Receiving
VOIP/Wireless telephone troubleshooting experience, Microsoft Exchange Server 2013 experience
ITIL and HIPPA experience
Highlight of Qualifications
Knowledge of working in a business office while using communication/office skills - Procurement skill set
Client Relations –20+ years Call Center experience assisting clients and providing helpful solutions
Cisco Network Fundamentals, Routing Protocols and Concepts - Course Completion 2012
Service Now, Remedy, CRM, and Kaseya ticketing experience - Technical Support, Helpdesk, Desktop Support
Citrix Receiver, Share-point, Active Directory, Outlook, Workday, Adobe, Java, and Incident Management experience
Education
Westwood College - Bachelor of Science: Information Technology with Major in Network Management 2012 Graduate
El Centro College - Dallas, TX Associate of Liberal Arts - 2000 Graduate
Work Experience
Tellabs – Dallas, TX - 06/04/2016 – 2/17/2017 (Contract – Kay & Associates, Il.)
Helpdesk Analyst – Operations / Logistics Support Specialist
Assisting Governmental agencies, Hospitals, Hotels, and Educational facilities with Optical Networks
Generating Repair & Advance Replacements for computer modules ONT (Optical Network Terminals)
Call Center - Incident Management, creating and prioritizing technical cases and trouble tickets
Providing helpdesk support, troubleshooting network related issues for clients per SLAs
Supporting Windows for Workgroups, Windows 7, Win 8, and Win 10 also DOS & Mac OS
International and Domestic Logistic with UPS and FedEx – assisting with priority shipping
Administering, monitoring, and troubleshooting Windows Server 2008 and 2012
Analyzing and organizing data from daily SQL queries from new client access request portal
Negotiating (SLA) Support Agreement Contracts with various clients
KPMG – Dallas, TX – 01/11/2016 – 05/05/2016 (Contract – GTN Staffing)
Global Mobility Services – Application Support Specialist
Assisting global clients with tax preparation - KPMG Link application login assistance, ITIL standardization
Internal tax application assistance, responding via email, and resolving taxpayer issues
Resetting passwords for Global users and Program managers, escalating security and identification verification issues
Providing technical support and network security for clients and Global tax offices via email, phone, and portal
ACET – Adams Communications Engineering & Technology - Arlington, TX - 01/2014 – 12/2015
Senior Incident Manager – Swift Action Triage (SWAT Commander – US Department Veteran Affairs)
Initiating Swift Action Triage technical priority calls to remediate nationwide service issues and degradations
Responsible for assisting with initiating Critical and High Incident Priority technical calls.
Communicating and providing IT resolutions for NSD - US VA (Veterans Affairs) customers
Maintaining, administering, assisting Veterans with PII, ITL, and HIPPA security requirements
Administering, editing, and updating internal Share-point and knowledgebase documentation
Active Directory – account creations, distribution groups, and password reset
Remote Desktop Support – VNC, Team-viewer, Join Me, and Windows Remote Desktop
Server administering, troubleshooting, and upgrading software
Level II – IT Support for 650 Car dealerships nation-wide. WAN, LAN, VLAN routing, DNS, DHCP
Microsoft Server 2010, 2013 administering, troubleshooting, and deployment
Accent Care – Dallas, TX - 04/2013 – 01/2014 (Contract)
Helpdesk Analyst – Support Services.
Troubleshooting Dell, HP, and Lenovo laptops and desktops, Verizon Android tablets, iPhones
Providing excellent IT assistance for Medical staff (MDs, RNs, Therapists) remotely from the corporate office
Active Directory and Workday password resets, software deployment and installation.
Working with Support Service team on various IT projects and upgrades
Administering SCCM 2012, UNIX Systems, Apple IOS, and Windows server 2008
Speed Commerce - Dallas, TX - 10/2011 – 04/2013
Desktop Support - (Helpdesk Tier I)
Responsible for maintaining network for call center, corporate/warehouse.
Administering Windows servers, Cisco switches, routers, and telephone systems
Troubleshooting and resolving trouble tickets related to hardware, software, & network issues.
Wireless Internet Connection - Network troubleshooting. Working with System Admin, Middleware techs
Installing and configuring complex hardware, software applications, providing support for upgrades
Support warehouse hardware systems, RF Guns, RF wearable’s, and printers
Hardware re-image configuration management for desktop, laptops, and servers (Linux and Windows)
Assisting LDAP – Active Directory migration, Windows XP to Win 7 with Microsoft Office 365 – 1000 end users
Insight – Plano, TX - 06/2010 – 10/2011
Procurement Software Buyer (Reseller)
Responsible for procuring various software with various vendors: Microsoft, VMware, and Google Earth Pro
Sending email confirmations to customers. Organizing, placing, and confirming software orders in SAP/Sybase
Software and Hardware buyer. Functioning buyer/reseller for fortune 500 company
Placing on-line orders, sending software via email, and organizing invoices. Use of SAP, Outlook, and Windows 7
Troubleshooting and installing software, coordinating with Vendors to assist with software integration
Texas Instruments– Dallas, Texas - 11/2008 – 06/2010 (Contract)
SAP Analyst
International Logistics Coordinator
Organizing microchips with SMS and SAP software.
Assisting with inventory by completing daily excel spreadsheets
Escalating/De-escalating inventory orders based on priority
Tel-Vista – Dallas, Texas - 02/2007-11/2008
Helpdesk Technician
Administering and troubleshooting Verizon FIOS, providing technical Support for business clients
Assisting clients with resolving wired and wireless internet connectivity issues
Providing customers with knowledgebase database to troubleshoot computer issues
Making decisions based on an assessment of the situation and providing helpful solutions
Resolving bandwidth, network related issues, and achieving customer satisfaction
CSA–Credit Solutions of America – Dallas, TX - 2005 – 2007
Client Relations Assistant Supervisor
Providing customer service for clients (50 – 80) daily inbound/outbound phone calls
Performing as a debt settlement specialist; Communicated with creditors and various banks
Maintaining customer base by providing customer service with the help of CRM, SAP, and People-soft
Settling debts for clients and creditors such as Discover, AMEX, Chase, Citi and Bank of America.
CompUSA (Imprimis) – Dallas, TX 2003 – 2005
Fraud Specialist
Organizing and monitoring bulk internet orders – fraud prevention
Troubleshooting laptops, x-box, printers, desktops, iPod, and iPad
Assisting and providing on-line customer service, credit card verification
Answering inbound & outbound customer calls
Stream International – Hewlett Packard Tech Support– Dallas, TX 2000 - 2003
Providing technical support for HP scanners
Organizing, resolving and escalating trouble tickets
Completing outbound follow up calls to ensure remediation
Utilizing HP knowledgebase database to resolve IT related issues
Reference available upon request
Brandon L Dyer – 8849 Fair Oaks Xing # 2071 Dallas, TX 75243 – 214-***-**** – ***********@*****.***
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