Bradley Hill

Background

About Bradley Hill

Objective To obtain a Tier II - level technical service desk support position that will leverage my problem-solving and communication skills to provide excellent technical support to customers Professional Experience Cricket Wireless (Insight Global Contractor) – Atlanta, GA 7/2023 - 7/2024 Tier I Specialist – Retail Helpdesk Provide superior customer service support when troubleshooting of networks, computers and POS terminals for the retail store locations and the sales representatives. Responsible for resolving issues dealing with porting/portability of wireless number transfers, Check Point firewalls, NETGEAR switches, Dell switches, Ingenico card readers, and LAN setups. Tier II Specialist - Retail Helpdesk 7/2024 - Present Expertise in troubleshooting complex issues, including troubleshooting network equipment (Cisco, Checkpoint, Netgear and Dell), managing profile issues using Azure Active Directory and investigating errors the end-user is experiencing to be escalated to the proper teams. Skilled in printer driver installations, diagnosing hardware/software malfunctions, troubleshooting Windows and Mac OS and ticket documentation. Experienced in managing a high volume of service requests through ServiceNow, ensuring prompt and accurate ticket resolution in a fast-paced environment. Additionally, collaborated with Tier 1 specialists to resolve escalated issues, providing guidance and expertise to ensure swift and effective solutions. Technical Skills: Troubleshooting software and hardware (Apple OS, MS Windows, printers, desktops, laptops, networking equipment). Proficient knowledge of Microsoft Office suite (Word, Excel, PowerPoint, MS Teams). Updating and completing the reset of profiles through Azure Active Directory. Programming Languages Java (Intermediate), Python (Beginner) Additional Skills and Recognitions Achieved recognition as the top-performing agent on the floor for over a year and a half Assisted in training newly hired employees, ensuring proficiency in handling complex scenarios, and maintaining high-quality ticketing and performance standards. Handled the scheduling of agents and worked with excel spreadsheets to document agent adherence Excellent customer service skills, ensuring that end-users are satisfied and their issues are resolved in a timely matter Assisted in creating documents for agents to follow to ensure swift and effective troubleshooting Education Georgia State University Applied Associated Degree (Computer Science)- August 2023