Brandon Collen Email & Phone Number

United States

Oshkosh WI

Neenah, Wisconsin

Neenah, Wisconsin, United States

• Technical Support AnalystManaging Technical Support projects and portfolio. Administration of end user devices & infrastructure deployment. Development of processes, procedures and knowledge articles for Technical.
• Deliver L2/L3 technical support, maintain and transformed a network of infrastructure and end user devices, in large scale manufacturing & office environments.
• Developed professional customer relationships with operations & corporate customers as a micro business relationship manager.
• Established rapport & provided support for Global Executive Council, Board of Directors, and administration. This role includes single point of contact for all IT Services such as complex Skype for Business video.
• Manage Technical Support portfolio and projects such as Global Ricoh Printer Deployment, Infrastructure Deployment for SAP, Network Hardware Refresh, Server Refresh, PC Refresh, and Kronos Clock Deployment
• Develop and provided training on technical process, procedures, Service Now workflows, and administrative documentation for the Technical Support team.

Neenah, Wisconsin, United States

• Delivered first level support for a diverse community of end users and devices within a team which received over 500 service incidents & requests daily.
• Achieved a high level of customer satisfaction by resolving 80% incidents with first call resolution.
• Executed critical incident management by identifying impact, priority, scope, and escalating business function and production impacting incidents in a 24/7 manufacturing environment.
• Provided the Service Center with knowledge-based articles. These articles decreased tribal knowledge silos, reduced average ticket resolution time, and streamlined employee onboarding.

Marquette, MI

• Accountable for web development, customer training, search engine marketing, end user device support, and intern onboarding.
• Converting business requirements into technical specifications. Developing, launching, and training of websites using WordPress, Joomla, and Shopify CMS.
• Analyzing, validating and finalizing requirements for websites and database applications which includes end user training and system maintenance.
• Coached customers in creating search engine friendly content, and provided analysis and reporting on website performance through tools such as Google Analytics.
• Interview and train new interns within the Business Advancement Program to pursue a high team based environment to combat high turnover expectations.

Marquette, Michigan

• Provided phone and walk up end user device support for a university of over 10,000 students, faculty, and staff.
• Troubleshoot, and resolve complications for a diverse platform environment. Support for over 50 applications, and cloud based educational systems. Many entities include but are not limited to Windows, Mac, Linux, IOS.
• Analyzed and troubleshoot devices such as laptops, desktops, mobile devices, printers, and networking equipment on a regional WIMAX network. Maintain and inventory all help desk equipment.
• Record work orders and solutions in a Wikipedia database to develop a knowledge ecosystem where end users can find additional support.