Brandon Beard Email & Phone Number

Chattanooga TN

Chattanooga, Tennessee

Chattanooga, TN

• Provide support and troubleshooting for Lenovo Laptops and Wyse Thin Clients.
• Support cloud hosted applications such as Facets, CareAdvance, and IPD Suite.
• Assist users in setting up Good Mobile application on mobile devices.
• Utilize Active Directory in order to manage user accounts and reset credentials.
• Utilize HP Service Manager to record all interactions, and route tickets according to ITIL Standards.
• Utilize Ulysses call strategy to handle all inbound call interactions.

• Provide phone/email/chat support through Avaya for the customers in the EPB coverage area that have fiber optic services.
• Also provided phone support for 2 other Fiber companies that have similar setups to ours.
• Use technical knowledge to troubleshoot customer equipment such as routers, dvd players, and answering machines.
• In house systems allow me to troubleshoot DHCP and VLAN issues, as well as making sure customer account is provisioned properly with the services they desire.
• Wrote small applications to automate tasks of 3rd shift employees to speed up and simplify tasks.
• Reach out to customers to inform of service changes, outages, and schedule appointments.

• Primary focus is on the Container System. This system has a Web and IBM side.
• Utilize multiple systems within CICS and IMS along with INFOPAC to perform everyday tasks.o CICS-OPGO- Track orders and uses information in this system to compare with the web side to see where issues may lie. OPGO is.
• Extensively test new releases of software before they were released into the production environment.
• Monitor emails using Outlook to receive incoming support issues.
• Work directly with Programmers to resolve issues pertaining to transportation applications.
• Write and maintain easy to understand documentation on the processes involved with the position.

• Provide exceptional phone support for the entire North Central region of the US.
• Used Clarify to track calls, and create cases when necessary.
• Used Telegence to track bills and to resolve any billing issues that a customer may have.
• Extensive troubleshooting of equipment is required, and First Call Resolution is a MUST.
• Use of Microsoft Outlook to keep track of current outages and to schedule multiple call backs to customers to ensure quality service.
• Worked multiple schedules, ranging in first and second shift.

Decatur, Illinois Area

• Performed troubleshooting on a variety of equipment to include OCR scanners, POS printers, and Dell Optiplex desktops.
• Supported agent desktops using several remote support apps including LogMeIn Rescue, Citrix GoToAssist and Remote Desktop over Cisco VPN.
• Performed network troubleshooting over the phone and coordinated efforts with agent IT departments for restricted network access issues.
• Installed and trained agents on payment software and procedures.
• Updated Wiki pages when necessary
• Redesigned outdated procedures and forms from the ground up, improving department efficiency.

Clinton, Illinois

• Managed numerous repairs at a time ensuring each was completed within a timely manner.
• Assembled custom desktop computers.
• Troubleshooting everything from Viruses to Hardware/Software issues.
• Used GoToAssist to remote into user’s PC’s to solve issues.
• Troubleshot multiple software issues ranging from Office products and Antivirus, to programs designed for radio stations and automotive shops. Extensive testing to ensure that the product was ready for deployment.
• Would stay up all hours of the night at client’s sites working on issues until they were fully resolved.

Decatur, Illinois Area

• Maintained and repaired the printers in the Caterpillar offices and factory
• Maintained a steady inventory of supplies for all 400+ units in facility
• Troubleshot many network issues across the 400+ printers that I watched over
• Practiced extreme safetyo Took courses monthly on safety at worko Took courses learning about OSHAo Wore bump cap, steel toe shoes, eyewear protection, and earplugs at all time in factory
• Used programs such as:o Lotus Notes for email and schedulingo Sametime for communication with colleagueso WebJet Admin for monitoring status of all 400+ printerso Excel spreadsheets for many tasks such as: Creating.

Bachelor Of Science - Bs, Network Operation And Security

Education record