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Brandon Casey 380 East Putnam Rd Putnam, CT 06260

Home: (401) 744-8751 Bpcasey@live.com

• Lincoln Technical Institute graduate offering a strong academic background in IT combined with

excellent experience with computer repair, troubleshooting and networking. •Desktop repair/support, Networking, Help Desk experience and great customer service. •Consistently recognized for technical troubleshooting skills used to rapidly and cost -effectively resolve

challenging technical issues. •Consistently awarded for great customer service including employee of the monthly as well obtaining

gold status as a help desk support. • Quickly learn and master new technology; equally successful in both team and self-directed settings;

and proficient in a range of computer systems, languages, tools, and testing.

Education Lincoln Technical Institute, Lincoln RI

Classes completed: • Office Applications

• Customer Service and Help Desk Operations

• Networking Tools and Techniques

• Advanced PC Repair and Support

• Desktop Operating Systems Windows 7

• Microsoft Windows Server 2008 Active Directory

• Microsoft Windows 2008 Infrastructure

• Security +

• Servers, Routers and Switches

• Network Defense and Countermeasures

• Ethical Hacking and Network Defense

Technology Summary

• Certifications: Lincoln Tech Computer Networking and Security Certification, CompTIA A+, PC Pro,

Networking Pro, and Security Pro • Systems: Windows XP, Vista, 7, 8, and 10, Server 2008 and 2003, Active Directory, DOS, and Epic

• Awards: CVS Gold Help Desk Agent and Employee of the Month

Experience

CVS, Smithfield RI

Sr. Technical Support Representative

2014 - Present

- Documents problems, completes problem tickets and requests information in the support tools.

Maintains knowledge with accurate up-to-date information relating to current policies, procedures, and

troubleshooting techniques. Must effectively manage call workload.Provide superior customer support by

analyzing, diagnosing and resolving problems and request within service level agreements.Required to

meet certification requirements and performance standards including: - Calls handled per shift. Schedule Adherence/Utilization. Average QA Score. 1st Call Resolution.