Brandon Tockey Email & Phone Number

Westminster, Colorado, United States

• Resolved technical issues for customers via phone calls, email correspondence,and virtual meetings.• Responded to customer inquiries to provide complex technical support thatLevel 1 Support could not provide.• Provided customer support for various Android, iOS, Windows, and MacOSdevices all running various OS versions.• Regularly maintained tasks in Jira utilizing Agile methodology.• Documented product information, product tests, customer solutions, and morein Confluence.• Applied custom firmware to specific customer printers before shipping saidprinters to the customer.• Performed test activities to sustain existing products or to support newdevelopments and applications.• Began learning the Python programming language with the plan to performautomated product (software and hardware) testing.

Aurora, Colorado, United States

• Assisted with the final stages of Build and the Launch of DEN8 (Nov ’21 - Jan ‘22). - Configured and deployed UC phones, appropriately labeled wiring in IDF cabinets to decrease future troubleshooting time, and provisioned end-user equipment to ensure it was ready for Launch deployment and user requests.• Quickly and timely responded to IT support tickets while also triaging to determine which ticket required attention first and escalated as needed while also following our SLA standards.• Trained new Equipment Coordinators on policies, best practices, inventory management, and other requirements necessary for the job.• Configured specialty workstations with DHCP exceptions while assigning them static IPs.• Strived to maximize the availability of all IT equipment and infrastructure, including applying required security updates, preventative maintenance, and ordering new equipment.• Performed equipment checks by coordinating with third-party contractors to ensure network devices, vendor equipment, MDF HVAC system, and fire suppression systems were all working.• Assisted engineers on projects to stretch into that role.• Physically assisted nearby sites’ IT teams when needed.-------------------------------------------------------------------------------------------------------------------------• Notable mentions: - Only remaining member of the OpsTechIT Employee Recognition Wiki team. • Revamped their wiki pages as well as creating multiple team-related pages. - Created multiple Amazon-specific wiki pages to help distribute information throughout the Node (statewide), the Region (multi-statewide), and Network (company-wide). • Created the wiki framework for the Mountain West Region including the SME Index, Knowledge Base, and the overall directory structure for that region’s pages.

Thornton, Colorado, United States

• Performed the initial provision of over 160 Zebra MC330K scanners as part of a life-cycle project.• Troubleshot Zebra direct thermal printers for packing slips, gift tags, and shipping labels.• Addressed support requests submitted via radio calls and Remedy helpdesk trouble tickets.• Reimaged Windows-based PCs for deployment.• Distributed loaner IT equipment (laptops, scanners, mobile carts, etc.) to associates while keeping track of said assets.• Provisioned and deployed thin client computers* and peripheral hardware for work stations, as well as performed the required cable management.• Repaired HP laptop displays and performed keyboard replacements.• Installed A/V hardware and software on mobile TV stands to provide accessibility options for hearing-impaired and visually-impaired associates.• Submitted IT related hardware purchases via the Coupa procurement system.• Ensured IT equipment was labeled and catalogued with asset tags, and located in their proper locations both physically and virtually.• Organized IT equipment for quicker access of cables and peripherals.• Reset/unlocked user accounts to ensure a smooth workflow for managers.*In order to expedite troubleshooting processes, I have become proficient at troubleshooting thin client computers that are utilized at the pack stations. I have even gone so far as creating and programming what I call a “TechDeck” keypad. This Genovation ControlPad CP24 keypad plugs directly into the pack station via the existing keypad’s cable connection for various troubleshooting scenarios (reassigning printer ports, rebooting the client, resetting the connection to the WAT taper machine, forcing the client to check for updates, etc.).

Thornton, Colorado, United States

• I primarily worked in the AFE (Amazon Fulfillment Engine) department, but have been trained in multiple other departments.• I became a Learning Ambassador in October of 2019 and have trained well over 200 people. Many of my trainees have advanced in the company, including two who have become Process Assistants.• I am capable of teaching Script School classes, which are classes that teach packers how to be more efficient and effective at their jobs.• I am trained to directly assist the Process Assistants with their responsibilities and duties.• It is not uncommon that I received recognition for my hard work and drive regardless of what I was tasked to do for the day.• Working for this company requires an individual who is flexible and can withstand labor intensive activities and hours on their feet. When initially starting for this company, this was not something I was used to, but still put in the work regardless.

• Helped construct as well as deployed newer, more reflective street signs which replaced the older, duller street signs. This helped to maintain visibility of the signs for the City's commuters.• Measured, cut out, and placed newer, brighter crosswalk strips to replace the older, duller strips.• Ensured that commuters would not drive on the freshly painted road surface markings.• Replaced damaged signs and signposts.• Actively cataloged all traffic signs that were either repaired or replaced with my involvement.

I attended courses to provide me the knowledge base and confidence to obtain the CompTIA Network+ and Security+ certifications. However, priorities at home prevented me from obtaining the certifications within a timely manner after the courses were completed.

Honolulu, Hi

My responsibilities included:• Tier 1 support for both afloat and ashore Naval commands via telephone/email.• Maintained hourly and bi-hourly system check sheets as well as updated them as necessary.• Provided concise updates to superiors in regards to schedules, maintenance, system shifts and system integrity.• Supervised system shifts to allow the continuity of operational sites, resulting in uninterrupted services.• Supervised 7 personnel in day-to-day operations such as troubleshooting, monitoring and maintaining critical mission systems that support Pacific and Indian Ocean regions.• Creation & escalation of trouble tickets.

Bachelor Of Science - Bs, Computer Information Systems

This is a work in progress and has been put on the back burner since the birth of my son.

Military Information Systems Technology

Acquired CompTIA A+ certification as well as Microsoft Certified Professional for Windows XP.

High School