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IT Customer Support Specialist

Location:
Washington, DC
Posted:
February 01, 2023

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Resume:

Brandon Bradford IT Support Specialist

Washington, DC 202-***-**** adu2za@r.postjobfree.com

SKILLS

Windows 7, 8.1, 10 Installation/Migration; Desktop Support; Customer Service; Workstation setup, software installation, troubleshooting, and resolution; Proficient with Office 365, Outlook, VPN, LAN/WAN, Service Now, Active Directory, ITAM and ITSM principles EXPERIENCE

Aug 2021-Present IT Help Desk Support Engineer II, Department of Veterans Affairs

• Provided technical support remotely to federal employees within the Veteran’s Affairs Office of Resolution Management, Diversity, and Inclusion department

• Created SOPs for Tiers I and II level tasks; closed 95% of help desk ticket requests within the SLA requirements; troubleshoot and resolved VPN issues; resolved issues with network printers, software, hardware, Active Directory, and Microsoft Exchange via RDP or Microsoft Teams; updated complaint case information upon request from Case Managers, Investigators, and Legal representatives; reported directly to Director of ORMDI and Help Desk Manager Dec 2020–Apr 2020 IT DESKTOP SUPPORT II, Adventist HealthCare Hospital

• Performed full-cycle Windows 10 migration for the hospital

• Troubleshoot LAN/Wan issues; managed routers and access points; migrated data; installed PC hardware, software, peripherals inside of hospital rooms, nurse stations, and doctor’s private offices; reimaged PCs; reported directly to Director of IT

May 2019–Dec 2020 PC FIELD TECHNICIAN I, Washington Suburban Sanitary Commission

• Performed full-cycle Windows 10 migration for employees of the water company which provided services to Prince George’s and Montgomery County residents

• Deployed more than 400 new laptops into the company’s environment, including their elected Commissioners; activated and deactivated mobile device, tablets, and wireless modems (hotspots); submitted warranty requests for repairs; reimaged PCs; migrated data; reported directly to Director of IT, Asset Management and Governance departments

Jan 2017-Nov 2017 PERSONNEL SECURITY SPECIALIST, Department of Education

• Supported the Department of Education Personal Identity Verification

(PIV) enrollment process

• Registered and enrolled PIV applicants; evaluated applicant eligibility and identity; administered electronic fingerprinting for agency approval; reviewed applications for accuracy and assisted in processing fingerprints for background investigations; logged, activated, deactivated, and destroyed access cards according to SOP; produced quarterly breach protection reports; reported directly to Director of Personnel Security

Oct 2011-Present OWNER (PHOTOGRAPHER), Bsquare Visuals, LLC

• Founded and raised initial capital for start-up photography and videography business

• Designed company’s website; built visual portfolio; manages daily operations including scheduling projects, accounting, deliverables of finished photographs and videos EDUCATION & CERTIFICATIONS

2018 H.O.P.E. Project DC, Washington DC IT Training 1999-2002 Tennessee State University, Nashville TN BA - Mass Communications 2021 Security+ CompTIA Certification

2021 Public Trust Clearance



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