Help Desk Customer Service

Brandon Simmons

**************.****@*****.*** 347-***-**** Grayson, GA github.com/brandonsimmonstech

WORK EXPERIENCE

Rollins June 2024 – March 2025

IT Help Desk Tier 1 Support

As Help Desk, I fixed multiple issues with and on multiple customer’s behalf’.

oResolved various technical issues directly and on behalf of multiple customers.

oHandled hundreds of calls daily, troubleshooting and resolving a wide range of technical inquiries.

oAssisted in managing and repairing hundreds of iPhones and Windows computers.

SP Data(ADT) January 2024 – June 2024

Customer Technical Support (Remote)

As Customer Technical Support, I fixed multiple issues with and on multiple customer’s behalf’.

oAnswered 100s of calls regarding technical issues per day, troubleshooting and solving issues with an over 90% success rate.

oGave less technical help including password resets, system issues, and leading through website queries.

oGave any necessary information about the service.

oScheduled and helped facilitate hands on technical appointments.

Multiple Contract Positions (Bakkt, Alight) July 2023 – January 2024

Tier 1 Customer Service Representative (Remote) As a Tier 1 Customer Service Representative, I help customers with a wide variety of issues.

oGave technical help including password resets, system issues, and leading through website queries.

oGave any necessary information on their insurance plan like benefits, billing info, and tax forms.

Randstad (Kaiser Permanente) March 2023 – June 2023

Customer Service Representative (Remote) Duluth, Georgia

Kaiser Permanente is a prominent nationwide health insurance provider.

As a Tier 1 Customer Service Representative, I help customers with a wide variety of issues.

oGave technical help including password resets, system issues, and leading through website queries.

oGave any necessary information on their insurance plan like benefits, billing info, and tax forms.

I also document for Medical Providers, giving any info needed for them to give proper care.

Omni Interactive (TurboTax) January 2022 – March 2023

Tier 1 Customer Service Rep./Technical Support (Remote)

TurboTax is a Prolific online tax filing software designed to help make filing your taxes by yourself easier.

As a Tier 1 Customer Service Representative/Technical Support Staff Member I help customers with a wide variety of issues.

oAnything technical like password resets, system documenting, and leading through filing queries.

oHelped find bugs on the website, as well as fix them.

oGave tax information that benefits the customer like tax credits, audit defense, and general tax info.

oUsed Salesforce to document and resolve tickets.

I would also redirect for specific tax info I could not give.

Kroger March 2021 – October 2021

Deli Clerk Buford, Georgia

Prepared daily food items and cooked simple foods and beverages, such as sandwiches, salads, soups, pizza, and coffee, using proper safety precautions and sanitary measures.

Performed cleaning duties such as sweeping, mopping, and washing dishes.

Value Village January 2021 – March 2021

Retail Associate Snellville, Georgia

General cleaning duties as well as warehouse and store organization

EDUCATION

Western Governors University Est. Graduation 2025

B.S. Software Engineering Online Asynchronous

Pathways College Preparatory High School August 2017

High School Diploma St. Albans, New York

CERTIFICATIONS, SKILLS & INTERESTS

Certifications: CompTIA Project+, ITIL 4 Certification, Google IT Support Certificate, AWS Certified Cloud Practitioner

Skills: HTML, CSS, JavaScript, Python, SQL, Microsoft 365, Google Workspace, Service Now, Salesforce, Microsoft Active Directory, Service Now, Adobe Photoshop, Adobe InDesign, Adobe Illustrator, Windows, Linux, Mac

Interests: PC Building, Gym, Music, Filmmaking

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