Kendra Briggs-Brandon
IT Specialist
Chesapeake,VA
Summary
IT Specialist with over 15 years of experience supporting civilian, and federal healthcare environments. Skilled in resolving complex technical issues, managing enterprise systems, and delivering user training that reduces repeat support requests. Proven ability to coordinate customer support operations, maintain compliance with VA cybersecurity protocols, and communicate effectively with clinical and administrative staff. Seeking to leverage this experience in a new remote location role that values technical excellence, proactive problem-solving, and mission-driven service.
Overview
27
27
years of professional experience
4
4
Certifications
Work History
IT Specialist (Customer Support) – GS-2210 7/9/11
Hampton VA Medical Center
09.2021 - 09.2025
- Provided Tier II support across clinical and administrative departments, addressing complex IT issues beyond help desk scope.
- Delivered training for VA-approved software and telehealth platforms, minimizing repeat inquiries by 30%
- Oversaw and prioritized 1,000+ service desk tickets monthly utilizing ServiceNow, achieving 98% SLA compliance across Tier I–III support levels.
- Created technical documentation and SOPs to enhance system literacy and minimize support requests.
- Partnered with biomedical and OIT teams to facilitate seamless integration of clinical systems with electronic health records.
- Presented system performance metrics to senior IT leadership, enhancing strategic planning and infrastructure improvements.
- Facilitate Tier II customer support operations across clinical and administrative departments, addressing complex IT issues beyond help desk expertise.
- Offer technical support and interactive training to medical staff on VA-approved software, secure messaging platforms, and telehealth systems, minimizing repeat inquiries by 30%
- Diagnose and rectify hardware/software issues related to desktops, laptops, printers, and mobile devices while ensuring adherence to VA cybersecurity protocols
- Supervised lifecycle tracking of more than 2,000 GFE assets comprising laptops, mobile devices, and network hardware, assuring 100% accountability aligned with federal property regulations.
- Managed and organized property pass documentation for IT equipment issued to personnel, facilitating secure transport and temporary use across federal installations.
- Educated staff on effective handling and documentation of GFE assets, enhancing accountability and minimizing loss incidents.
- Delivered technical support for GFE deployment, imaging, and configuration, securing preparedness for mission-critical operations.
- Conducted monthly New Employee orientation OIT Training for clinical and administrative departments.
- Managed and optimized Iridium satellite communication systems, ensuring secure voice and data transmission for remote field operations.
- Delivered Tier II technical support for PLUM Case users, addressing authentication, access control, and data synchronization challenges across secure federal networks.
- Administered and refreshed Active Directory user accounts, permissions, and group policies for over 5,000 staff members, facilitating seamless access to clinical systems.
- Created and disseminated comprehensive IT documentation, encompassing user guides and SOPs, to elevate system literacy and minimize support requests.
- Partnered with OIT and biomedical engineering teams to guarantee integration of clinical systems with electronic health records (EHR), enhancing patient data accessibility.
- Analyzed and communicated system performance metrics to senior IT leadership, enhancing strategic planning and resource allocation
- Managed technical operations for organization-wide network infrastructure supporting over 5,000 users in various field offices.
- Executed automated PowerShell scripts to enhance Active Directory account provisioning, decreasing onboarding time by 40%
- Oversaw Tier II support for critical incidents concerning VPN, cloud services, and endpoint security; managed resolution of 98% of cases without escalation.
- Performed root cause analysis on persistent system outages and instituted corrective actions that increased uptime from 92% to 99.5%.
- Designed and conducted monthly cybersecurity awareness training for staff, achieving 60% reduction in phishing incidents
IT Support Specialist/System Administrator
Take2 Consulting, LLC
02.2021 - 09.2021
- Collaborate onsite at the VA MC hospital with the project security team, database and network administrators, ISOs, operations support staff, stakeholders, including Department of Defense (DoD) operations, and other system administration support staff to troubleshoot problems, identify issues and implement corrective actions.
- Conduct routine system administration, logging data in to system admin logs relating to Printer support, Laptop refresh, Email and Network accounts, permission and access, Password Resets, PIVs, Conferencing and Instant Messaging support, Mobile Device support, Remote Desktop support, NEC Telephone, Voice Service, VOIP support, Email and Telephone Directory updates, Network connectivity, Remote Access issues, and Active Directory tasks.
- Unpack, move, or install IT equipment to frequently traverse around the site campus transporting equipment to various office buildings.
Computer/Technical Support Services
TJFACT
01.2018 - 01.2019
- Provide hardware and software system administration on all personal computers, servers, fax machines, switches, routers, printers and other peripherals critical to proper function of JBLE BTEC technology systems.
- Implement any new systems (software/hardware) as required by the Education Services Officer (ESO).
- Set up new computers and other information systems in a timely manner to support improvement and maintenance of the BTEC facility as well as personnel changes.
- Provide all networking architecture recommendations, networking support to improve the BTEC network as directed by the ESO.
- Establish procedures for safeguarding all critical data.
- Design back-up methodology to guarantee uninterrupted BTEC service to customers.
- Develop and maintain tracking system database (including all required documentation) to monitor all information systems on the QOL network.
- Establish diagram of facility with associated database to track fixes and implementation of information systems.
- Provide for safe migration of important data from one system to another.
- Install and maintain BTEC primary database.
- Conduct upgrades to database and provide training to BTEC personnel.
- Provide recommendations to ESO for future planning and improvements to existing information systems structure.
- Assist ESO in research and purchase of all information systems and components required to improve existing structure.
- Provide for proper information security on all systems.
- Train office personnel and appropriate contractors on software required for them to efficiently execute their jobs.
- Perform any other critical system support as requested by the ESO or Supervisory Education Services Specialist (SESS) for successful operation of BTEC technology.
- Complete all assigned mandatory training required by the Air Force in a timely manner and attend mandatory staff meetings as requested.
- Maintain data reflecting hardware/software issues experienced and provide to the ESO bi-weekly NLT 1 workday after the two-week work period.
Technical Support Representative (Tier 1, Tier 2)-Product Manager Liaison
REIN, Inc.
01.2013 - 01.2016
- Quickly diagnosed product issues, with patience and empathy for REIN members servicing the real estate industry.
- Supported core MLS information, products that are essential to the effective functioning of the MLS such as the mechanisms (print or electronic or both) by which this information is communicated between members and the MLS.
- Provided expedited resolutions, advice and support substantially related to the purpose and function of MLS such as, but not limited to sold, pending sales, expired listings and off market comparable information, tax records, zoning records, mortgage, mapping capabilities, and statistical, and public accommodation information (e.g. schools, shopping, churches, transportation, entertainment, recreational facilities, etc.).
- Assisted in the installation, configuration, maintenance, computer equipment and peripherals.
- Promoted to support and manage multisite VoIP phone systems (predominantly NEC telephone PBX equipment) for the Virginia Beach, Chesapeake and Peninsula REIN locations.
- Ordered accessories equipment as needed.
- Assisted in various operational processes such as: new employee/ on-boarding, equipment ordering, inventory tracking, etc.
- Maintained printing equipment, cleared intermittent mis - feeds, interpreted fault display errors to ensure the best possible printing performance, quality and reliability.
- Replaced ink, toner drums and maintained computer equipment as requested.
- Maintained a record of all customer inbound call statistics, developed, created comprehensive educational and informative technical manuals, memos and articles on all support and operational processes for the configuration and operation of all system access software supported by REIN.
- Handled all Level I and Level II support calls, escalated tickets to the appropriate team member ‘s and followed up on customer inquiries, maintained record of all customer inquiries, investigated and reported bugs, system malfunctions, or software problems, for the configuration and operation of all system access software supported by REIN.
- Updated tickets with appropriate entries of activities, and closed tickets with resolution entered upon completion.
- Promoted in 2013 to manage workloads associated with product management upon request of the Technical Director, Vice President of Operations and the Executive Vice President.
- As the technical liaison supported the various stages including, implementation, and release management in cooperation with the zipLogix Help Desk, Sales, Marketing, Training, Development Team, and Vice President of Development, for the industry standard zipLogix family of products.
- Read, analyzed, and interpreted common scientific and technical material, financial reports using, legal documents, and complex documents.
- Responded to REIN members with complex software issues, firewall and access issues for the electronic real estate forms and transaction management system currently used by more than 500,000 real estate professionals.
- Assisted the training coordinator with the scheduling, preparation, and development of required training classes.
- Conducted product demonstrations to REIN management and internal staff as well as members and partners as requested.
- Attended user focus groups to gather documentation feedback and insights for new enhancements and communicated the product scope and requirements including functional and non-functional, user acceptance, usability, performance and user stories.
- Assisted REIN members who notified the MLS with intentions to electronically transmit data from MLS servers to alternative display options including: framing of MLS or other publicly-accessible sites, displaying member listings (with permission of the framed site) on a persistent or transient basis, at the discretion of the MLS.
- Interacted with REIN Data Feed customers and partners to manage needs, identify product and feature opportunities.
- Scheduled and conducted acceptable use demos to review, analyze, and discuss policy ‘s regarding how and where MLS participants may display IDX data, related to user interface (Mobile and non-Mobile) and usability.
- Updated existing data feed agreements, and internal reports as requested from the Technical Director and Help Desk Supervisor.
Online Support Representative (Seasonal)
Liberty Tax Service
01.2012 - 01.2013
- Provided customer support through various methods to resolve customer issues in a timely and effective manner.
- Provided customer support using live online communication methods to include e-mail, Live Chat and both inbound/outbound calls.
- Analyzed customer problems and formulate plan of Resolution.
- Analyzed calls and route to proper support group.
- Followed in-house procedures and escalation processes for customer issues.
- Documented issues thoroughly using accurately with call information and resolutions.
- Communicated high impact issues to supervisors.
- Completed projects as assigned by Online Support Supervisor in a timely manner.
Call Center Representative- Collections
Capital One NCO Group
01.2012 - 12.2012
- Communicated with delinquent cardholders of over 100,000 accounts, in order to obtain a late payment on over the credit limit accounts by telephone and approved written correspondence to attempt to bring resolution to unpaid accounts.
- Provided thorough, efficient, and accurate account updates and on computer files for each call made or received.
- Demonstrated effective skip-tracing techniques by locating debtor contact information.
- Counseled delinquent account debtors to assist in finding funds to meet debt obligations.
- Utilized, understood and complied with FDCPA Rules and regulations and/or all applicable Federal, State, and Local laws and regulations that regulate the collection industry.
- Complied with NCO policies and procedures.
- Provided feedback to management concerning possible problems or areas of improvement.
Computer Literacy Trainer
Norfolk State University
01.2011 - 12.2011
- Designed computer education training materials to educate students at beginner, intermediate and advanced skill levels ages 18 to 60 years of age.
- Students were provided an overview of the history of Internet and web technologies and their social impact, with an emphasis on technology self-sufficiency, computer literacy, MS Windows, MS Office, MS Word, MS Excel, MS PowerPoint, Keyboarding.
- Utilized Student Management Software/ Edmodo( Edmodo.com), Videos (Teacher Tube & You Tube) for group assignments.
- Student progress was tracked and evaluated with a class questionnaire midway through the course for input about the topics covered, quality of training materials, new skills learned, ease of the course.
- The overall rating was excellent.
- Classes were held each week at the YWCA of South Hampton Roads women ‘s shelter an agency with the Norfolk State University ‘s Women‘ s Center Grant funded project.
Help Desk Support Agent
NMCI / Milvets Systems Technology
01.2006 - 12.2006
- Provided support for Common Access Cards (CACs), a smartcard-based logon system called the Cryptographic Log On (CLO) and several operating systems and applications such as Tivoli, Active Directory Windows 2000/2003 Server, Exchange 5.5, Exchange 2000, Office 2003/2007, Windows XP, Windows 2000 Professional, Adobe, GOTS software.
- Provided thorough, efficient, and accurate account updates with Active Directory, account management (setup administrator, service accounts, user accounts) for the Microsoft Windows Active Directory environment, Network printer setup, Smart Card, and configuration baselines.
- Provided Legacy environment IT services as a team during the transition from the NMCI contract to the proposed Next Generation Enterprise Network (NGEN) solution.
- Responsible for patch management, updating anti-virus definitions, system auditing, access control.
- Troubleshot software/hardware, and connectivity issues.
- Utilized Remedy to log work performed and accessed user desktops and laptops via Tivoli remote desktop support.
Digital Camera Support Agent
Canon Information Technology Services
01.2006 - 12.2006
- Received over 200 daily technical support phone calls for the Power shot/Digital Rebel and other Canon brand cameras while providing excellent customer service, gathering customer data, performing troubleshooting.
- Assisted customers with camera‘s that proved to be defective upon inspection.
- Assisted with exchanges for refurbished camera‘s and products returned to a Canon repair facility.
- Provided technical support for Canon Zoom Browser and Image Browser application software.
- Logged all calls in People Soft call logging software.
Technical Support Specialist Tier 1, Tier 2
Dell Technologies
01.2004 - 01.2005
- Handled escalated customer support requests that eluded first tier support operators for ICT Group.
- Quickly mastered the challenges of a customer service and technical support role despite my previous experience.
- Provide software technical support for Dell computers via telephone enquiries.
- Troubleshot Windows software applications and Operating Systems (98, ME,2000, XP Pro, Home).
- Assisted customers with general software usage and How To questions, Tivoli, Operating system re-installs, Spy-ware and virus removal, Internet and email troubleshooting, home networking, driver installation, peripheral support and installations.
- Obtained extensive and detailed training provided by Dell, Inc. to become certified.
- Provided excellent customer experience which resulted in 100% positive CSAT on every call.
Technical Support Representative
Calltech Communications
01.2002 - 01.2003
- Provided DSL tech support at entry and advanced levels for this call center help desk subcontractor to -AT&T- Bell south Fast Access Internet Services.
- Assisted customers over the phone with self-installations of their DSL Ethernet or USB modem kits.
- Utilized many different tools and knowledge bases to resolve connectivity or slow bandwidth speeds, and Internet browser issues for operating systems Windows 95, ME,98, 2000, and Mac OS.
- Authenticated, updated, and configured customer web e-mail account user-names, and passwords for new and existing accounts.
- Assisted supervisor with Quality Assurance monitoring for other agents on the team to meet the goals of the company.
- Notated each customer‘s account with steps taken to resolve problems and dispatched field technicians when needed.
- Consistently maintained a 95% quality monitoring and issue resolution score.
Data Entry Clerk
Avis Budget Group, Inc.
01.1999 - 01.2000
- Accurately processed electronically transmitted charge card applications for Avis Rent a Car Corporate and Leisure customers.
- Prepared membership list reports using Microsoft excel spreadsheet software.
- Compiled, sorted, and verified accuracy of data to be entered.
- Folded customer billing statements into envelopes to mail out to Avis Charge CARD Customers.
- Assisted in day to day operations performing clerical duties such as filing, copying, and faxing.
Education
ISC2 CCSP Training Boot Camp -
Infosec
09.2022
CompTIA CySA+ Training Boot Camp - undefined
Infosec
08.2022
Bachelors - Information Systems Security
ITT Technical Institute
Norfolk, Virginia01.2004
Bachelor of Science - Mass Communications
Benedict College
Columbia, SC01.2003
High School - undefined
Salem High School
Virginia Beach, Virginia01.2000
Skills
- Analyze user needs
- Program Functions
- Modify Computer Programs
- Assess Existing Systems
- Recommend Technical Improvements
- Assist with System and Program Updates
- Calculate Memory and Speed Requirements
- Choose and Configure New Hardware and Software
- Collaborate with Stakeholders
- Define and Document Program Requirements
- Conduct Root Cause Analysis
- Final Status Reports
- Expand and Modify Systems
- Meet Technical and Business Specifications
- Familiar with MS WDS
- Active Directory
- Exchange
- DNS
- Tivoli
- dBAT
- National Dynamic Port Security (NDPS)
- Mac Tool
- Vault
- BigFix remote controls
- Microsoft Entra
- Workspace One
- Help Add Functionality
- Increase System Performance
- Efficiency Through In-Depth Tests and Analysis
- Knowledgeable of Information Storage and Retrieval Methods
- Maintain and Monitor Programs and Systems
- Modify System Parameters
- Monitor Network Activity
- Oversee Installation and Configuration
- Participate in Technical Research
- Enable Continued Innovation Within Infrastructure
- Problem Solver
- Propose Program Modifications
- Research Emerging Technologies
- Increase Efficiency and Effectiveness
- Serve as Subject Matter Expert
- Strong Analytical Thinking
- Test and Troubleshoot Problems
- Train System Users
- Work Independently
- Work Within a Team Environment
- Write Instruction Manuals
- Proficient with Microsoft Office Programs
- Access
- Excel
- Outlook
- PowerPoint
- Publisher
- Word
- Office for Android
- Office for iPad
- Office for iPhone
- OneDrive
- OneNote
- Office 365
Certification
Virtual Aspiring Supervisors Program, 2025-05-01
Awards
- Hampton VA Medical Center - Special Contribution Awards, 2023-09-01
- Project Management and IT Equipment Relocation Move Support, 2021-10-01
- VA WiFi LifeCycle Refresh -NextGen Technology Refresh project, 2024-01-01
- Activation of equipment for the North Battlefield Outpatient Clinic (196,000 SF), 2025-01-01
Timeline
IT Specialist (Customer Support) – GS-2210 7/9/11
Hampton VA Medical Center
09.2021 - 09.2025
IT Support Specialist/System Administrator
Take2 Consulting, LLC
02.2021 - 09.2021
Computer/Technical Support Services
TJFACT
01.2018 - 01.2019
Technical Support Representative (Tier 1, Tier 2)-Product Manager Liaison
REIN, Inc.
01.2013 - 01.2016
Online Support Representative (Seasonal)
Liberty Tax Service
01.2012 - 01.2013
Call Center Representative- Collections
Capital One NCO Group
01.2012 - 12.2012
Computer Literacy Trainer
Norfolk State University
01.2011 - 12.2011
Help Desk Support Agent
NMCI / Milvets Systems Technology
01.2006 - 12.2006
Digital Camera Support Agent
Canon Information Technology Services
01.2006 - 12.2006
Technical Support Specialist Tier 1, Tier 2
Dell Technologies
01.2004 - 01.2005
Technical Support Representative
Calltech Communications
01.2002 - 01.2003
Data Entry Clerk
Avis Budget Group, Inc.
01.1999 - 01.2000
CompTIA CySA+ Training Boot Camp - undefined
Infosec
Bachelors - Information Systems Security
ITT Technical Institute
High School - undefined
Salem High School
ISC2 CCSP Training Boot Camp -
Infosec
Bachelor of Science - Mass Communications
Benedict College