Customer Service Technical Support
Resume:
BRETT
BECRAFT
Berea, KY *****
************@*****.***
PROFESSIONAL SUMMARY
Goal-oriented Manager dedicated to continuous improvement and driving positive business impact. Talented problem-solver and leader with high-level business acumen. Motivates teams to reach performance goals and business objectives. Seeking new opportunities to apply my expertise in a dynamic and challenging environment
SKILLS
●Project Management
●Problem Solving
●Sales Support
●Technical support scheduling
●Level 1 Networking
●Information Security
●Mobile Technologies
●IT Service Management
●Team Development
CERTIFICATIONS
●A+ Comp-TIA
●Security+ Comp-TIA
●HDI Manager Certification
●HDI Help Desk Personnel Certification
●HDI Customer Service Certification
●ITIL Certified
●ISO 9001 Certified
●N+ Comp-TIA
MILITARY EXPERIENCE
●Former Soldier, U.S. Army
●Satellite/Network/System Administrator Training at Fort Gordon
●Experience as a Department of Defense contractor
TECHNICAL EXPERTISE
●Proficient in all Windows OS and deployment methods
●Pre-Sales Engineering for large corporations to medium businesses
●Skilled in pricing strategies, strategic planning, and customer engagement
●Experienced in project scoping
●Knowledgeable in A+, Net+, Sec+, Windows products, VMware, and Office 365
●20+ years of customer service, management, and technical problem-solving in IT and presales activities
PROFESSIONAL EXPERIENCE
Pivot/Computacenter
Pre-Sales Engineer / IT Management
June 2021 – July 2024
●Successfully led pre-sales engineering efforts from a remote setting, demonstrating strong leadership and collaboration skills.
●Provided innovative IT infrastructure solutions for various sectors, including Fortune 500 companies, hospitals, and educational institutions.
●Advised solutions and account executives, ensuring accurate quoting for IT infrastructure upgrades, data center moves, and retail projects.
●Collaborated cross-functionally to maximize client engagement and ensure the successful delivery of projects.
●Developed Statements of Work (SOWs) and provided quotes for RFIs and RFPs, ensuring thorough project scoping and execution planning.
Customers Assisted
Moody’s
9400 upgrades in 9 countries to include the world trade center. This was a one for one swap to accommodate the fiber upgrades for the firewalls. We also upgraded the APs to Meraki’s. This was not a one for one swap as we had to higher a 3p in most locations to complete Ekahau wireless surveys to increase coverage. Just to note prior to the start of the work we did also conducted onsite physical inventories at the same time the Ekahau surveys.
Intralot
6800 stores internationally to install 1 Aruba wireless controller and 1 9300 at each location to accommodate for the APs and the POS gaming devices that were installed prior to my involvement with the project.
Webco
Single location in the US 1 for 1 swap upgraded to MS120 48p Switches to handle Camera Installation and this project required all new LV to include external penetrations . All configs were handled off prem. This included Ekahau surveys and physical inventories.
Other notable clients were Tyson Foods, Microsoft, QuickTrip, Clayton County schools, Atlanta Public School, Baptist Health South, Amazon, and many more. Most of the work was basic rack and stack and the jobs scaled from large enterprise to medium enterprise.
Hitachi
Desktop Support
November 2012 – June 2021
●Delivered 365/ 24/7 technical support, both remotely and in-person, maintaining high levels of customer satisfaction.
●Supporting mobile devices via MDM solutions.
●Provided comprehensive support for Apple, Windows, and Android systems, ensuring minimal downtime and seamless operations.
●Level 1 Network Troubleshooting and LV installation.
●Level 1 network support and repair.
●Expert in hardware and software support
●Maintained Equipment
●Reports work with ticketing system
●Maintains and connects network printers
●System Maintenance for Windows 10 and Windows 7
●Builds and Maintains Images for various SBU within the organization.
●Active Directory Admin- To include trusted Agent for Bitlocker
●Strong People Skills
●Account Creation.
●Make sure that windows is applying all updates from WSUS correctly
●Make sure that there is zero downtime in Production PCs.
●Training Users on best practices and implementation of business systems
●I manage over 600 PCs, and virtual systems.
●Worked with the various SBUs to integrate technology in a cost efficient manner.
●
Lockheed Martin
Desktop Support/IMO Support
November 2010 – November 2012
Fort Knox, Kentucky, United States
●Provided VIP support to high-ranking officers, ensuring the smooth operation of IT systems for critical operations.
●Led technical support efforts for the Army’s All-American Bowl, supporting 23,000 users globally in the Recruiting Command.
●Managed Remedy and CA ticketing systems, delivering prompt and effective resolutions to IT issues.
●Served as a trusted advisor on IT infrastructure, guiding USAAC, HQ USAREC, National Guard, and Reserve personnel in the effective use of technology.
Lockheed Martin
Team Lead CSC/JRMS Lead/Senior Support Specialist
October 2009 – November 2010
Fort Knox, Kentucky, United States
●Led a technical support team, driving performance through the use of metrics and fostering a competitive, results-driven environment.
●Managed the call volume and technical inquiries, providing timely and accurate resolutions to IT issues.
●Served as a liaison between Sprint, ordering, and customers, ensuring effective communication and problem-solving.
ACS
IT Support III
October 2008 – September 2009
Lexington, Kentucky, United States
●Monitored and maintained server operations, ensuring minimal downtime and quick recovery of services.
●Provided IT support for various networks, troubleshooting hardware and software issues to maintain operational efficiency.
●Set up and managed a call center for Boost, Apple, Sprint, and Nextel, ensuring smooth operations and high levels of customer service.
University of Kentucky
Network Technician III
July 2005 – November 2007
Lexington, Kentucky, United States
●Managed LV installation and implementation of campus networks, including fiber optic, Cat 6/5/3, and VOIP systems.
●Played a key role in installing multimedia systems at major university sports facilities, ensuring reliable and high-quality network performance.
●Maintained and monitored UPS systems across the campus and hospital, ensuring continuous and reliable power supply.
United States Army
Network Administrator/Technician
October 2001 – October 2007
Lexington, Kentucky, United States
●Maintained and troubleshoot network equipment, ensuring reliable communication systems in both field and office environments.
●Participated in the testing and deployment of a bridge system using the SINGAR radio system, supporting Operation Enduring Freedom
●Trained soldiers from various MOSs in field operations, contributing to the overall success of the 138th HB FA Brigade, which was ranked the #1 Field Artillery Unit in the Army in 2004.
EDUCATION
Eastern Kentucky University
Richmond, Kentucky, United States
Courses in:
●Problem Solving
●Structured Cabling
●Strategies for the Technical Professional
●Database Development (SQL)
●Microsoft Network Operating Systems
●WAN Technology and Application
●Linux Operating System
●Psychology and Communications
●Enterprise Network Strategies
University of the Cumberlands
Williamsburg, Kentucky, United States
General Education, Student Athlete (Football)
Boyle County High School
Danville, Kentucky, United States
General Studies, Student Athlete (Football, Basketball, Baseball, Track & Field, Golf, and Long-Distance Running)
PERSONAL INTERESTS
●CNC Manufacturing and Design
●Built my own CNC machine from waste industrial parts and used it for a sign making business
●3D Printing (Resin and extrusion)
●Lathe Work (Vases, bowls, etc.)
●Woodworking (Furniture building and framing)
●Construction (Completed home extension projects from foundation to finishing)
●Landscaping (Designed and built KOI ponds)
LANGUAGE
English (native) and Conversational
Spanish
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