IT Support Specialist
Resume:
It Support Specialist
**********@******.**
linkedin.com/in/brad-cheyne
IT Support Specialist with 5+ years of Tier 1- 3 experience in systems administration, network security, and troubleshooting. Recognized for clear communication, thorough documentation, and a customer-first approach across fast-paced environments. Leveraged cloud-based management workflows to streamline credential provisioning and maintained 98% uptime on Windows Server environments. Resolved 150+ support tickets monthly-cutting resolution time by 30% and sustaining a 95% first-call resolution rate. Skilled in remote collaboration, team training, and adapting to new technologies. Ready to deliver reliable internal support. Work Experience
Brad Cheyne
Technical Support Specialist
Onity/Alliance Solutions Salem
-
Supported Onity's proprietary platforms-including DirectKeyTM mobile key system, OnPortalTM cloud-based lock management software, and legacy HT22/HT24 electronic access control systems - providing technical assistance for both hardware and software issues Diagnosed and resolved 150 support tickets monthly 95% first-call resolution; 25% fewer repeat incidents, applying Windows Server administration and RDP troubleshooting to ensure seamless integration with hotel IT environments Configured credential provisioning, role-based access control, and PMS integration workflows using
OnPortalTM and related access control technologies Maintained Windows Server and client environments by applying patches, security updates, and
Hyper-V virtualization, sustaining 98% system uptime May 2022 Present
Independent IT Consultant
Self-Employed Dallas
-
Delivered residential end-user IT support-troubleshooting home servers (Linux and Windows Server), gaming systems, and peripheral hardware 95% satisfaction rate Installed and configured routers, switches, and Wi-Fi access points with OpenVPN/WireGuard to optimize network performance and security
Deployed and maintained Linux on desktops and servers; managed user accounts, file shares, and automated patch deployments
Conducted network-hardening activities using pfSense and firewall rule optimization, mitigating 30% of vulnerabilities
Created step-by-step user guides and process documentation, reducing repeat support requests by 25% May 2022 Present
Slot Technician
Spirit Mountain Casino Grand Ronde
-
Maintained and repaired slot machines on a 90, 000 ft2 casino floor, ensuring integrity and compliance with gaming regulations
Diagnosed and resolved hardware and connectivity issues promptly to minimize downtime and maximize guest satisfaction
Oct 2023 Apr 2024
Overnight Technical Support
PEAK Internet Corvallis
-
Delivered comprehensive ISP support-including internet, email, phone, hosting, and networking-for residential and business clients
Jun 2020 Feb 2022
Core Skills
Virtualization & Platforms:
Operating Systems:
Networking & Security:
Monitoring & Support Tools:
Scripting & Automation:
Device & Mobile Management:
Other Competencies:
Education
Provided Tier 1-3 support to direct customers and a broad network of Oregon ISPs-including Pioneer Connect, Slayton, Monroe, Scio Mutual, Stayton, DirectLink, Eastern Oregon Telecom, Hunter Communications, and other rural cooperatives-across shared and client-managed platforms Managed 120+ support tickets per shift, achieving a 98% customer satisfaction rate Hardware/software troubleshooting across Windows, Linux, and macOS platforms Monitored security systems alarms/cameras and supplied real-time updates to internal teams Generated ticket-summary reports for clients to improve transparency and communication Streamlined ticket workflows and improved SLA adherence by 30% Team Lead
OSL Retail Services Inc Dallas, OR
-
- Ranked in the top 5–15% for device sales; promoted after exceeding quarterly targets by 15%
- Trained and coached 20+ team members on technical troubleshooting, smartphone provisioning, and carrier systems
—boosting sales by 25% and customer satisfaction to 90%
- Implemented mobile device management best practices, reducing device setup time by 20%
- Supported in-store sales operations—advising customers, demonstrating devices, and facilitating transactions May 2018 Jun 2020
Technical Support Specialist & Contract Video Producer Unbroken Software Remote
-
- Provided technical support for Windows-based game-launcher software, resolving 500+ user queries via forums, Discord, and ticketing with a 4.8/5 satisfaction rating
- Produced over 30 high-quality tutorials on software configuration, metadata management, and integration workflows
- Curated detailed guides and walkthroughs, boosting user self-service and reducing repeat inquiries by 20%
- Partnered with the Owner and Lead Developer to document user pain points, refining support content and usability Jan 2015 Jul 2017
Hyper-V, VMware ESXi, vSphere Client, pfSense
Windows Server, Ubuntu/Linux, macOS, Windows 10/11, iOS/Android, Imaging TCP/IP, DHCP, DNS, VLANs, Fiber Optics, Fixed Wireless LTE, Wi-Fi setup/troubleshooting, Firewall Configuration, OpenVPN/WireGuard, VPN Configuration, BitLocker RDP/Remote Desktop, Remote Management Tools, PRTG Network Monitor, Security Systems (alarms/cameras), Zendesk, JIRA, BitBucket, ServiceNow (familiar), Web Help Desk, Client Customer Portals
PowerShell, Bash, Batch
Mobile Device Provisioning, OS Imaging, Device Setup/Activation Network Diagnostics, Technical Documentation, Communication, Customer Service, Step-by-Step Issue Resolution, Multitasking, Deadline Adherence, Knowledge Base Authoring, Remote Collaboration, Team Leadership, Training & Mentoring, Problem Solving, Time Management, Adaptability, ITIL, Agile Lake Tahoe Community College
Computer Science Studies
Dec 2012
Contact this candidate