Brandon Lee Email & Phone Number

Alpharetta, Ga

• Drive continuous improvement by overseeing IT operational processes, including policy and procedure analysis, ITIL analysis, and ITIL best practice implementation; devise and implement standard ticketing practices; create change control processes, assist in creation of DHCP SOPs; lead a shift in complicated troubleshooting, demonstrate new processes, and coaching. • Minimize impacts on market business functions by optimizing the issue resolution process for UAT. • Maintain responsibility for addressing, approving, and overseeing enterprise technology change requests, including assessing change risks to minimize production disruption. • Ensure a positive customer experience by efficiently and professionally resolving escalated issues as well as identifying patterns in issues across internal and external customers as a result of change activities and developing effective solutions. • Align objectives and bridge communications with change owners to resolve platform-impacting issues. • Communicate analysis and feedback to teams while complying with established KPIs and SLAs. • Identify and address change activities not properly started or stopped during the defined SLA window and outreach change initiators as needed. • Monitor and support WAN/LAN teams on all customer equipment services such as SDWAN, Cisco Routers and Switches, troubleshooting and updating configurations as needed to ensure connectivity

Alpharetta, Ga

• Responded to and resolved Layer 1 and 2 fiber issues, demonstrating strong troubleshooting skills: circuit Down, Slow Speeds, Packet Loss, correct configuration mismatches/isolated location root cause of fiber damage/break. • Delivered exceptional customer service, including assisting customers with new circuits and drafting documentation for new processes to streamline customer interactions. • Demonstrated strong knowledge of MRV, Fujitsu, Ciena, and Exalt microwaves. • Orchestrated and managed maintenance activities within the change management department to support stable and reliable network connections.

Kennesaw, Georgia

• Coordinated with cross-functional departments, service providers, vendors, and external organizations to provide high-quality support and service. • Adjusted customer router and switch levels to configure sites, demonstrating strong knowledge of Cisco and Arris technologies. • Supported the development of a positive and knowledgeable work environment by training and mentoring fellow technicians; trained in standard operating procedures, walked technicians through day-to-day onboarding and troubleshooting simple to advanced issues. • Boosted customer service and department performance by identifying key areas for improvement across tools, processes, and personnel and liaising with leadership to implement dynamic solutions.

Cartersville, Ga

• Entrusted with supporting continuous operations for corporations and businesses by monitoring business class services and proactively reporting outages. • Created and maintained business services documentation and service provider information.

Georgia

• Handled network monitoring and circuit outage/RF reporting tasks for cable company networks. • Performed troubleshooting for customer routing and RF models in collaboration with network engineering teams while adhering to the OSI model.

Associate Of Science, Business, Economics

Electronics, Electronics Technology -- Industrial