Brandon Fair Email & Phone Number

Solely accountable for second-shift Tier 2 help desk operations.▪ Responded to a high volume of technical support inquiries from internal and external end users▪ Prioritized workload based on predetermined severity codes, meeting deadlines and compliance requirements in alignment with organizational service-level agreements▪ Identified and escalated situations requiring urgent attention through use of bridges, on-call lists, department managers, and local site coordinators▪ Exhibited a wide degree of creativity in remediating incidents and created detailed documentation, notes, and steps pending or completed on all support tickets while providing regular updates to all parties on incident statuses

O'Fallon, Missouri, United States

Performed Tier 2 support for a wide array of end user services and devices and maintained 24/7 remote availability as well as a 9-to-5 onsite presence.▪ Provided IT support for onsite and remote colleagues and contractors▪ Handled Tier 1 escalations via ticketing system and warm handovers▪ Consistently exceeded departmental standards for ticket and request handling

Greater St. Louis Area

At-the-elbow customer care role that supported Washington University School of Medicine’s implementation of Virtual Desktop Infrastructure.▪ Performed high priority response to critical issues and facilitated the escalation of issues that could not be immediately resolved to the proper resources

Greater St. Louis Area

Managed hardware deployment teams of up to 30 individuals. Hardware deployed consisted of workstation desktops and laptops including requisite peripherals.▪ Responsible for overseeing multiple ServiceNow queues, resolving up to 100 daily incidents during peak post-deployment periods, and serving as the first escalation contact for deployment teams▪ Conducted pre- and post-deployment walkthroughs with stakeholders to set expectations and meet goals▪ Facilitated root cause discussions, analyzed incident trends, and acted as a liaison between contractor resources and client leadership to prioritize problem logs and troubleshoot issues

Greater St. Louis Area

Epic software functional testing, hardware deployments, post deployment hardware support, and 24/7 post go-live support.

Butler, Pa

Installed, configured, and maintained faculty and staff software, hardware, and network infrastructure.

Butler, Pa

Acted as an initial point of contact for customer support, managing requests via ticketing system, phone, email, and chat channels.