Brandon L O.
IT Support Specialist | Future Cybersecurity Professional | Google Certified | Mentor to Aspiring IT Pros
- Role
- Technical Support Representative at Greenlight Networks
- Location
- Scranton, PA, US
- LinkedIn followers
- 500 followers
About Brandon L O.
I’m an IT Support Specialist with hands-on experience in technical support, networking…
Experience
Technical Support Representative
Sep 2025 — Present · US
Technical Assistance (Tier 1)Achieve first-call resolution whenever possible. Provide basic troubleshooting for internet connectivity, router/modem setup, and Wi-Fi issues.Escalate complex technical issues to higher-level support or field technicians when needed.Documentation & CommunicationLog all customer interactions, issues, and resolutions in the ticketing or CRM system.Communicate customer feedback and recurring issues to supervisors for process improvement.Customer SupportAnswer incoming calls, emails, and chats from customers regarding service inquiries, billing, account updates, or troubleshooting.Assist customers in resolving issues such as internet outages, equipment setup, and service questions.Account ManagementHelp customers with new account setup, service changes, cancellations, and upgrades.Process billing payments, explain invoices, and handle disputes professionally.Sales & RetentionPromote Loop Internet services by explaining features, packages, and promotions.Help retain customers by providing solutions tailored to their needs and addressing concerns effectively
Education
Monroe Career & Technical Institute
Certificate of Completion, Heating, Air Conditioning, Ventilation and Refrigeration (HAC, HACR, HVAC, HVACR)
Per Scholas
Information Technology
University of Phoenix
Associate of Arts - AA, Information Technology
2026
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