Technical Support Engineer
Resume:
Brandon Marlowe
Goodlettsville, TN 37072
Certifications
• 3/2007 – MCDST (Microsoft Certified Desktop Support Technician)
• 3/2007 – MCP (Microsoft Certified Professional)
• 12/2006 – Windows Vista SME (Subject Matter Expert)
• 12/2004 – DCSE (Dell Certified Systems Expert)
o Desktops – Dimension/Optiplex/Precision Workstations
o Portables – Inspiron/Latitude
Technical Skills
• Windows 7, Vista, XP Home/Pro, ME, NT, 2000, 98, 95, 3.1, DOS, limited Macintosh
o Installations
o Microsoft Windows Recovery Console
o Editing registry keys though RegEdit
o Configuring startup processes through MSConfig
• Lotus Notes 6.5.4 & 8.0
• Remedy
• NetExchange Pro 3.0 & NetX360
• Microsoft Office
o Office 2000 Professional
o Office XP Professional
o Office 2003 Professional
o Office 2007 Professional Plus
• Computer Networking
o Wireless – 802.11 a/b/g/n, WEP security, wireless routers
o Wired – routers/switches/hubs
• Computer Hardware/Software Knowledge
o Desktops, Portables, & Workstations
o Installation
o Configuration
o Upgrading
o Troubleshooting
Professional Experience
11/2007-Current
Company –Bank of New York Mellon
Address – 2501 McGavock Pike, Nashville, TN 37214
• Bank of New York Mellon - Reporting/Administration (Oct 2010)
Responsibilities –
o Gathering hourly, daily, weekly, monthly, and quarterly data through basic SQL queries in Excel 2007/2010, Crystal Reports XI, and SQL Management Server.
o Developing reports in Excel 2007/2010 and PowerPoint 2007/2010 to be distributed to senior management.
o Developing report automation to increase efficiency.
o Verifying co-workers data.
o Archiving historical data.
o Generating ad-hoc reports for department managers.
• Bank of New York Mellon Support Agent
Responsibilities –
o Providing support for all Bank of New York Mellon employees and customers.
o Troubleshooting issues related to
Novell Netware Client accounts.
Active Directory accounts
Windows Server 2003 applications.
Lotus Notes 6.5 and 8.0 errors, installations, and configurations.
VPN configurations.
Citrix login and application configurations.
Mainframe session login and application configurations.
NetExchange Pro and NetX360
o Dispatching onsite technicians to Bank of New York Mellon employees to resolve hardware and software issues.
o Submitting tickets via Remedy 7.
o Incident Coordinator of conference bridges for Priority 1 and Priority 2 escalations.
o E-Support for Pershing LLC division of BNY Mellon.
o Updating Policies and Procedures for the BNY Mellon support knowledge base.
o Creating training documentation for Pershing support.
10/2001-10/2007
Company – Dell Inc. (Through Spherion/Randstad 10/2001 – 8/2002)
Address – 1 Dell Pkwy. Nashville, TN 37217
• XPS Support – Tech Chat / Team Coach
Responsibilities –
o Providing technical, policy, and procedural support through tech chat for XPS L1 technicians.
o In the XPS technical support role, assisted L1 technicians in troubleshooting/supporting hardware and software issues for
all models of Dell XPS desktop/portable computers.
all models of Dell Dimension desktops
all models of Dell Inspiron portables
Microsoft Windows 95, 98, 2000, XP Home & Pro, and Vista Home Basic, Home Premium, & Ultimate (32bit & 64bit).
Configuring RAID 0 and RAID 1
Microsoft Office 2000, XP, and 2007 suites.
o In the XPS Team Coach role, performed the following duties to assist L1 technicians
Verifying proper troubleshooting before issuing on-site repairs for high cost commodities.
Identifying opportunities for improvement and providing feedback on current Dell troubleshooting trees.
Identifying L1 technicians with areas of opportunities and needs for training.
Coaching L1 technicians on improving their metrics to meet company goals.
• Dell on Call (DoC)- Tech Chat / Media Break Room Management
Responsibilities –
o Providing support through tech chat for DoC L1 technicians.
o Assisting L1 technicians in finding solutions to typically unsupported issues such as
3rd party hardware/software not shipped with Dell systems.
Virus, Spyware, Adware, and Malware removal.
In depth Windows registry editing
Configuring startup programs and processes though MSConfig
o Managing a media break room with the responsibilities of
Managing a localized network of 15 Dell XPS desktop systems, connected through a 10/100/1000 20 port switch.
Maintaining functionality of all systems and projectors.
Creating and updating a Policies & Procedures Handbook to train future employees.
Creating and updating an inventory list of all equipment and performing an inventory check each month.
Scheduling and supervising team meetings.
Generating monthly and quarterly visitation reports and reporting the figures to the site director.
o Additional projects included creating training documentation about Office, Outlook, and Outlook Express for the extended training courses, as well as presenting this material to several of the classes.
• Technical Support Phone Agent
Responsibilities –
o Providing technical support for consumer and small/medium business customers who own Dell Dimension desktops, Dell Inspiron portables, Dell Optiplex desktops, and Dell Latitude portables.
o Setting up and dispatching repair services for damaged system parts.
o Troubleshooting hardware and software issues.
• Awards/Commendations at Dell
o Circle of Excellence award for Customer Advocate of the Quarter.
o Published in the Dell Corporate Newsletter regarding dedication to Dell consumer customers.
o Received multiple departmental awards based on metric achievements and dedication to the tech support division and its customers.
Education and Professional Development
2011 - Current
Middle Tennessee State University, Murfreesboro, Tennessee
Majoring in Psychology with the goal of attaining a Masters degree.
2000
Vanderbilt University, Nashville, Tennessee
Completed and received diploma for MCSE (Microsoft Certified Systems Engineer) course at Vanderbilt University.
Contact this candidate