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Brandon Michael Felix
105 Kennilworth CT APT C
Radcliff, KY 40160
(270)505-28888 IT Specialist
Professional Summary
I am a senior analyst with over 6 years of experience in the information technology field. He is
currently a shift supervisor at the IT Help Desk for which he has been employed for over two
years. My work there includes supporting a wide array of applications that service 40,000+
clients internationally spread across two separate networks. I love to learn, and I try to do so as
often as possible. I believe every mistake is an opportunity to be better.
Expertise Years
Relevant Technical Expertise
Project and Program Management
Technical Networking / Infrastructure
3+
3
Relevant Industry Expertise
Government
Military
Health Care / Insurance
3+
3+
2
Professional Experience
IT Specialist, Hewlett Packard, Department of Defense August 2013 - To: Present
 Performs remote IT assistance supporting multiple clientele spread across two networks globally totaling
over 40,000 individuals.
 Provides excellent customer service of a technical nature while managing multiple applications in support
of United States Army mission.
 Supports uppermanagement in a leadership position to assist the overall flow of the service desk and offer
guidance to newer analysts in both training and process improvements. I am also experienced in
interviewing prospective employees.
 Knowledge of multiple Operating Systems including Windows XP, 7, 8 and 10 in an enterprise setting
 Troubleshooting experience includes both hardware and software, both civilian and government including
Command Prompt, All Microsoft Productivity applications (Word, Excel, Outlook). Familiarity with
enterprise email systems and all office operations.
 Knowledge of multiple ticketing systems including CA Service Desk and Remedy 8.1.
 Remote desktop application experience (CA Supportbridge, Dame Ware, and Remote Desktop
Connection).
 Trained incoming employees on processes,troubleshooting,and policies.
Customer Service Representative, IPAY Technologies January 2013 - August 2013
 Supported proprietary software for financial institutions that handled bill payment assistance
 Provided level 1 software support in both phone and live chat scenarios,often simultaneously, while
maintaining acceptable call handling times in both.

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 Demonstrated outstanding team-building capabilities, coaching team members to deliver above-and-beyond
performance, and effectively utilizing/developing full capabilities of each employee
Machine Operator – Summit Polymers January 2012 - December 2012
 Ran multiple machines unsupervised in the production of ABS Plastic for production of
commercial automobiles including GMC, Mitsubishi and Honda.
Education and Training
Education:
Currently working towards an associate degree in Computer Network Administration. Projected
completion date 2017.
Currently working towards CCNA Certification with a projected completion date of 1st Quarter 2017.
Certifications Year
Security + 2013
HDI Certification 2013
DoD 8570 Compliance