IT Helpdesk Technician

BRANDON T. NGUYEN

Annandale, VA ***** • 571-***-**** • *******.**@*******.*** • github.com/brandon-n9 EDUCATION

George Mason University – Fairfax, VA May 2019

Bachelor of Science, Information Technology

CERTIFICATIONS

• CompTIA Security+

• CompTIA Network+

• CompTIA A+

EXPERIENCE

Computer Core – Sterling, VA June 2024–February 2025 IT Helpdesk Technician

• Acted as the first point of contact for 10–20 daily inbound service requests coming in by phone, email, and ticketing portal; pre-processed each one, assigned priority, and kept the client updated throughout.

• Entered all work into Spiceworks as service tickets, documenting the issue, steps taken, and resolution clearly enough that any team member could pick up where I left off.

• Resolved 70% of L1 tickets without escalation, covering internet connectivity, login failures, device recognition issues, and Microsoft 365 problems including Outlook, OneDrive, and sync errors.

• Escalated tickets with full context already documented, so the receiving technician could pick up immediately without starting over.

• Communicated with clients in plain language throughout the process, which consistently earned positive feedback even when the fix took time. Wegmans – Fairfax, VA October 2023–Present

Pharmacy Technician

• Handles 100+ customer transactions daily in a high-volume environment, managing competing priorities while maintaining accuracy throughout each shift.

• Serves as a direct point of contact for customer questions and issues; works through problems on the spot, communicates clearly, and follows up when a resolution takes more than one step.

• Maintains strict data accuracy and HIPAA compliance across all patient records and transactions, treating every entry as if an audit could happen the next day. The Wilderness Technology Alliance – Washington, DC September 2020–February 2021 IT Helpdesk Technician

• Handled 100+ monthly service requests using Jira, logged every ticket accurately, and followed through until each one was closed out.

• Supported clients over phone and email, walking non-technical users through hardware, software, and network issues step by step.

• Built out a Confluence knowledge base for recurring issues, which cut down on repeat tickets and gave the rest of the team a reference they could actually use. Various customer-facing roles – 2021–2023

PROJECTS

Active Directory Home Lab github.com/brandon-n9

• Set up a Windows Server 2022 domain controller in VirtualBox from scratch, configuring DNS, DHCP, and Group Policy, then joined a Windows 10 client to the domain and tested user authentication.

• Hit a DNS issue that was blocking the domain join, tracked it down, fixed it, and wrote it up so the fix is documented for next time.

• Also worked through anti-virus deployment, data backup, and snapshot workflows in the lab to get hands-on with protection and recovery procedures. TECHNICAL PROFICIENCIES

Support Tools: Spiceworks, Jira, Confluence, remote desktop (RDP), Active Directory Platforms: Windows (7, 8, 10, 11), macOS, iOS/Android Networking: DNS, DHCP, basic network troubleshooting, VirtualBox, Windows Server 2022 Software: Microsoft 365 (Outlook, Teams, OneDrive), PowerShell scripting Other: Ticket documentation, client communication, data entry accuracy

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