Brandon B Bailey
Hermitage
Summary
IT End User Support Technician with 4+ years of experience supporting enterprise Windows environments and troubleshooting hardware, software, and network connectivity issues. Experienced with Active Directory administration, VPN troubleshooting, and enterprise support tools including ServiceNow, Okta, TightVNC, PrinterLogic, and BIG-IP VPN while providing high-quality technical support to end users. Proven ability to mentor new Help Desk associates and resolve complex technical issues while pursuing a Bachelor’s degree in Information Systems with a minor in Business Administration.
Currently working on Network+ certification.
Overview
7
7
years of professional experience
Work History
IT End User Support Technician
Brookdale Senior Living Inc.
Brentwood, TN
05.2022 - Current
- Provide Tier 1 and Tier 2 technical support for end users by troubleshooting hardware, software, and network issues across Windows-based systems.
- Troubleshoot and assist employees with device setup, application support, password resets, and connectivity issues while maintaining detailed ticket documentation and ensuring timely resolution.
- Train and mentor new Help Desk associates on troubleshooting procedures, ticketing workflows, and company IT systems to maintain consistent support standards.
Outlet Receiving Associate
Restoration Hardware Outlet
Nashville, TN
09.2021 - 04.2022
- Processing shipments to and from the storage and sales floor, assisting client's furniture and accessories to their vehicles as well as maintaining a clean, safe workspace.
- Providing clients with excellent service for all needs necessary.
Swim Team Coach
YMCA
05.2019 - 08.2021
- Teaching a group of kids ranging from ages 6-16 on advanced skills and techniques to improve their competitive swimming abilities.
- Teaching them on good sportsmanship and being a team and helping each other.
- Transferred to Head Coach January 2021
Education
BBA, Information Systems - Minor: Business Administration
Middle Tennessee State University
Murfreesboro, TN05-2026
Associate of Science - Computer Science
Motlow State Community College
Smyrna, TN05-2023
High School Diploma -
Stewarts Creek High School
Smyrna, TN05-2021
Skills
- Operating Systems: Windows 10 / Windows 11, Ubuntu, Linux
- Infrastructure & Administration: Active Directory, Group Policies, MS 365, BIOS/Imaging, Kronos
- Networking: TCP/IP, DNS, DHCP, VLANS, VPN Support (Cisco AnyConnect & BIG IP VPNs)
- Enterprise Tools: ServiceNow, OKTA, TightVNC, PrinterLogic, RDP
- Network Tools: Wireshark, Cisco Packet Tracer, Nmap, Sysinternals
- Hardware: Hardware Diagnostics & Repair, Printer Deployments and Troubleshooting
Timeline
IT End User Support Technician
Brookdale Senior Living Inc.
05.2022 - Current
Outlet Receiving Associate
Restoration Hardware Outlet
09.2021 - 04.2022
Swim Team Coach
YMCA
05.2019 - 08.2021
BBA, Information Systems - Minor: Business Administration
Middle Tennessee State University
Associate of Science - Computer Science
Motlow State Community College
High School Diploma -
Stewarts Creek High School