Brandon A. Smith

Catonsville, MD 443-***-**** adrlz2@r.postjobfree.com

Summary:

Brandon Smith possesses extensive knowledge in Customer Relationship Management (CRM), managing company’s clients and employee’s service request utilizing robust CRM software solutions; also I possess extensive training and experience in IT network security and network management.

Recently certificated as a SCRUM Master; pursuing an entry level position that provides a company growth path as an Agile Master Coach using SCRUM methodology; while continuing education and certification as a PMI-ACP.

As a self-motivated individual; looking to seek employment with an established and growing organization supporting its clients utilizing Agile best-practice implementation efficiencies; Agile project management techniques, and SCRUM methodology to reduce overall systems implementation and maintenance cost and implementation/roll-out schedules.

Technical Skills

Prelude, Roadnet, Project X

Linux System Administration

Routing and Switching

Windows System Administration

Software Applications

Remedy Ticketing System

Introduction to Network Security

Networking with TCP/IP

Computer Hardware & Operating Systems

Networking Concepts

IBM Big Fix Software

CAPRS Ticketing System

Running Dell Command

PDQ Deploy and inventory

DameWare Remote support

DEPO

BMC Track it

Configuration Manager Console

ACAS Scans

Service Now Ticketing System

Active Directory

Remote Desktop(Windows)

Bomgar Remote Desktop

Microsoft Teams

Skype for business

Employment Experience

United States Army Corps of Engineers- Allyon Inc, Baltimore, MD (Contract) July 2021- Current

PC Tech Specialist Tier II and III

Software installation and configuration

Perform technical, operational, and training support to users of personal computers either by telephone or onsite for PC desktop hardware and software packages.

Install and test personal computers, printers, and other peripherals.

Configure operating system, load shrink-wrap programs, and other application software programs.

Troubleshoot printer, computer, and peripheral incidents.

Perform hardware and software diagnostics

Coordinate needed repairs

Resolve computer system problems, including coordination between users and components of a local area network

Participate in the evaluation of system configuration and software.

ATEC- 22nd Century Technologies Inc, Aberdeen, MD (Contract) Oct 2019- July 2021

Lead Help Desk Specialist II

Hands-on issue resolution at the desktop level including installing and upgrading software, implementing file backups and configuration of systems and applications.

Duties include configuration, installation and troubleshooting of desktop and laptop computers, printers, as well as many other devices, and provide hardware replacement or repair as needed.

Preparing media for imaging

Copying images to a working copy disk

Copying images to a storage disk

Experience with Apple and dell laptops.

Supervising 6 Techs to complete daily activities

Patch all the laptops for the organization

Run ACAS Scans

ATEC -22nd Century Technologies Inc, Aberdeen, MD (Contract) Oct 2019- March 2021

Senior Help Desk Specialist II

Hands-on issue resolution at the desktop level including installing and upgrading software, implementing file backups and configuration of systems and applications.

Duties include configuration, installation and troubleshooting of desktop and laptop computers, printers, as well as many other devices, and provide hardware replacement or repair as needed.

Preparing media for imaging

Copying images to a working copy disk

Copying images to a storage disk

Experience with Apple and dell laptops.

Koniag Technology Solutions, Fairfax, VA (Contract) Feb 2019 – Oct 2019

CRM specialist

Provide IT management services to the Social Security Administration clients and employees located in Woodlawn, MD

Provide management and oversight of confidential and sensitive government data

Manage high priority incident tracking and resolution utilizing state-of-the-art CRM software

Manage and support team members responsible for tracking and resolving clients IT service request

Manage achieving excellence in quality customer service satisfaction and service-level-agreements for all staff and clients

SOC LLC, Chantilly, VA (Contract) August 2018- January 2019

Field Service Representative

Provides deskside service to the Marine Corp at the Reserved Base located in Baltimore

Maintains confidentiality and discretion when handling sensitive data

Handles high priority incident tickets

Works with a support group/ developers to resolve incidents

Implemented order and delivery of computer equipment, maintenance and minor repairs to hardware and software

Provided ongoing user support

Achieved quality customer service satisfaction of designated staff and clients

LKQ/Keystone Automotive, Linthicum, MD March 2012 – August 2018

Lead Dispatch Manager

Dispatch over 30 drivers in various parts of the DC, Maryland and Virginia areas, to successfully deliver auto-parts to various auto body shops

Manages the logistics of the day-to-day process of delivering auto parts

Supervise all functions of dispatch including managing drivers throughout their delivery day

Maintain communication and ensure employees have adequate knowledge and resources to accomplish assigned jobs

Coordinate equipment repair with appropriate maintenance facility

Allen AME Church, Baltimore, MD (Part Time) December 2016 - October 2017

Lead Technician

Setting up and maintaining IT and network equipment in church

Creating / updating and publishing media information of the church

Made sure all audio equipment was working properly

Made sure that office secretary and pastor’s laptops and desktops where working and functioning properly

ITT Technical Institute, Owings Mills, MD (Internship) September 2014 – January 2016

Technical Support Technician Tier 1

Reimaging of laptops and computers for the school

Troubleshooting desktop and laptops

Hands on with installing and upgrading software

Creating Hardware Tickets to get desktop and laptops repaired

Sports Zone Elite, Baltimore, MD October 2011 - December 2015

Sales Associate

Provided outstanding customer service to all customers

Maintained personal and productivity goals

Assessed customer needs and provided assistance during shoe or clothing selection

Followed trends and provided products that fit the customer’s needs

Motel 6, Linthicum, MD January 2011 - March 2012

Manager on Duty

Serve our guests by modeling excellent service by striving for warm hospitable interactions, as well as, identifying and addressing guest issues

Assist with building and managing the property team. Everything from hiring and training, it’s also your job to maintain positive team member relations

Support your team by stepping in to perform any task that is asked of the property team with a willing and servant attitude

Education

Brightwood College, Towson, MD September 2016 - June 2018

Associate of Applied Science Degree

Major: Computer Network Technology

University of Maryland University College October 2018 to Current

Bachelor’s Degree

Major: Computer Science

Certifications

CompTIA Security + EXP. 08/25/2023

Certified Scrum Master EXP 06/04/2023

Secret Clearance

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