Desktop Support Technical

Brandi Moore

*** *. ******** *** *** B, Po Box **5 Milliken, CO 80543 970-***-**** ************@*******.*** PROFILE SUMMARY

Dedicated and knowledgeable Desktop Support Specialist with over 8 years of hands-on experience providing tier 1 and tier 2 technical support across government, corporate, and service provider environments. Proven ability to resolve hardware, software, and network issues efficiently through remote tools. Skilled in user account management using Active Directory, mobile device support via MaaS360 and AirWatch, and incident tracking through systems like ServiceNow and Remedy. Adept at delivering high-quality support in high-volume environments, maintaining SLA compliance, and ensuring minimal downtime for end users. Strong communicator with a customer-first mindset, known for reliability, accuracy, and cross-team collaboration. CORE QUALIFICATIONS

Expertise in diagnosing and resolving hardware, software, and network issues in fast-paced, high-volume environments.

Proficient in using Bomgar, DameWare, LogMeIn Rescue, and eBLVD for real-time remote desktop support.

Skilled in password resets, account provisioning, smart card setups, and group policy administration.

Experienced with ServiceNow, Remedy, Clarify CRM, and ITSM tools to log, track, and escalate incidents efficiently.

Knowledgeable in managing and troubleshooting mobile devices using MaaS360, AirWatch, and MobileIron.

Strong interpersonal skills with a focus on delivering clear, empathetic support and maintaining high customer satisfaction levels. SKILLS HIGHLIGHTS

Technical Documentation

First Call Resolution

SLA Compliance

Hardware Installation

Network Troubleshooting

Printer Support

IT Asset Tracking

VPN Support

Password Recovery

Security Awareness

Knowledge Base Updates

Smart Card Configuration

Multi-System Navigation

Ticket Prioritization

Windows OS Support (7/10/11)

Account Permissions Management

Email Configuration

System Imaging Support

Professional Phone Etiquette

Team Collaboration

Shift & After-Hours Support

PROFESSIONAL EXPERIENCE

Service Desk Analyst July 23, 2018 – Present

Nuaxis Innovations / Tuknik Government Solutions - Lakewood, CO

Resolved 95% of Tier 1 support cases on first contact via Cisco Finesse and Microsoft Teams, leveraging efficient troubleshooting and clear communication.

Reduced average ticket resolution time by 20% by proactively updating the knowledge base and documenting/escalating cases through Remedy.

Handled 50+ account and credential requests weekly using Active Directory for password resets, user provisioning, and smart card waivers.

Enabled secure access for over 200 mobile devices by managing VPN connectivity through GlobalProtect and mobile policies via MaaS360 and Microsoft Intune.

Achieved a 98% remote resolution rate for technical issues using BomGar and DameWare, minimizing the need for on-site support.

Led 12+ emergency support rotations annually, responding to critical off-hours incidents and training peers on endpoint management tools.

Improved onboarding efficiency by 30% by guiding end users through system setup, software installation, and account configuration.

Maintained a 4.9/5 customer satisfaction rating by promptly responding to user inquiries via phone, email, and chat.

Collaborated with a team of 5+ analysts daily, ensuring seamless shift transitions, knowledge sharing, and timely resolution of complex issues. Customer Care Representative October 2, 2017 – March 23, 2018 Comcast — Fort Collins, CO

Maintained a 95% call quality score by delivering accurate, empathetic, and timely support across multiple communication channels.

Used Einstein 360 and ASCR/CSG systems to document 100% of customer interactions, process account updates, and ensure error-free billing adjustments.

Reduced technician dispatches by 30% through effective remote troubleshooting and resolution of recurring equipment issues.

Contributed to a 10% increase in customer satisfaction scores within the team by providing consistent service and participating in weekly performance meetings.

Help Desk Analyst April 10, 2017 - June 30, 2017

Partech - Boulder, CO

Resolved 50–200 technical support calls daily for Par EverServ POS systems, printers, and payment terminals, minimizing downtime across multiple restaurant locations.

Improved system uptime by 25% through effective troubleshooting and real-time remote assistance using eBLVD.

Ensured 100% ticket accuracy by logging incidents in Clarify CRM, tracking resolution progress, and aligning with service-level agreements and hardware support contracts.

Maintained configurations for 80+ restaurant accounts on Brink POS Servers, supporting seamless payment processing and system performance. Help Desk Analyst August 2016 – February 2, 2017

Agrium Inc., Loveland, CO – Contracted by Long View Systems Inc.

Resolved up to 150 support calls and 30+ emails daily, maintaining a high first-call resolution rate for hardware, software, and account-related issues.

Managed 100+ user accounts weekly in Active Directory, performing password resets, group policy verifications, and security group assignments with 100% accuracy.

Improved remote user productivity by 20% by diagnosing and resolving VPN and connectivity issues using Cisco AnyConnect and LogMeIn Rescue.

Streamlined ticket handling using ServiceNow, accurately logging, categorizing, and routing incidents to the correct support tiers, improving triage time by 15%.

Provisioned and supported over 200 mobile devices via AirWatch and NexTem, including setup, service plan coordination, and troubleshooting. Service Desk Analyst September 2015 – July 28, 2016 US Department of Agriculture – Fort Collins, CO

Managed up to 200 support emails per day, organizing and responding through Microsoft Outlook to maintain SLA compliance and prompt communication.

Maintained 1,000+ user accounts in Active Directory, performing profile creation, modifications, deletions, and password resets to support secure system access.

Resolved Windows 7 and 10 system issues using Configuration Manager, Malwarebytes, and LogMeIn Rescue, achieving a 90%+ resolution rate without escalation.

Led Internet Explorer upgrade project (IE9 to IE11) across department systems, tracking progress in Excel and coordinating with ITSM for smooth deployment.

Configured mobile devices via MobileIron, supporting secure access and connectivity for field personnel and administrative staff. Customer Service Representative February 2015 – September 2015 State Farm Life Response Center – Greeley, CO (Employed by Kelly Services) Customer Service Representative April 2013 – February 2015 TeleTech – Greeley, CO

Office Administration Student April 2012 – April 2013 Weber Basin Job Corps – Ogden, UT

EDUCATION

Associate of Applied Science: Computer Information Systems Aims Community College - Greeley, CO Jan 2014 – May 2017

High School Diploma Roosevelt High School - Johnstown, CO May 2010 CERTIFICATIONS

CompTIA Security+ CompTIA 12/2021

CompTIA A+ CompTIA 09/23/2019

HDI Support Center Analyst HDI Certified 04/16/2018

IT Infrastructure Library Foundation IT Service Management 01/19/2018

Apple Certified Associate Mac Integration Basics 10.12 for Mac OS Sierra 07/24/2017 SOFTWARE SKILLS

Operating Systems: Windows 7, Windows 10, iOS, Androids

Office & Productivity Tools: Microsoft Office (2007 & 2010), Microsoft Office 365, Microsoft Outlook, Outlook Web Access, SharePoint, Reading spreadsheets, Typing Speed: 50 WPM

Remote Access & VPN: LogMeIn Rescue, Juno’s Pulse VPN, Cisco AnyConnect VPN, Pulse Secure VPN, eBLVD Remote Access, BomGar Remote Support, DameWare Remote, Remote Desktop, Citrix, RSA, 2 Factor Authentication

Encryption & Security: BitLocker, BitLocker Drive Encryption, DAR Drive Encryption, CheckPoint EndPoint Security, McAfee Antivirus Software, Active Client, MaaS360 Mobile Support System

IT Service Management & Monitoring: ITSM, ServiceNow, SolarWinds, Clarify CRM, Tech Care

Communication & Collaboration Tools: Live Meeting, Skype for Business, WebEx, Microsoft Teams, Cisco Jabber Soft Phone, Cisco Phone Agent, Cisco Softphone, Finesse Phone System, Mitel Voice over IP Phones, OneCTI Soft Phone System

Browsers & Internet Tools: Internet Explorer, Google Chrome, Mozilla Firefox, Microsoft Edge

Mobile Device Management: AirWatch, Mobile Iron

Command Line & System Utilities: Command Prompt, Software Center

Directory & Network Services: Active Directory, Printers (Network and local)

POS & Retail Systems: Par EverServ POS Systems, Brink POS Cloud Server, Receipt Printers

Business Systems & Enterprise Applications: Business Planning and Control System, BosaNova, AS400, NexTem, Einstein 360, ASCR/CSG Billing System, ACEA, EROne

Media & Software Support: Adobe Product Installation and Support, QuickTime

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