Brandon Cyrus

About Brandon Cyrus

IT Specialist with over 20 years of hands-on experience supporting a wide range of technologies, from help desk and deskside support to network administration and large-scale hardware refresh projects. I bring a strong foundation in system troubleshooting, customer service, and technical leadership—backed by dual degrees in Electrical and Computer Engineering and an ITIL certification.Throughout my career, I’ve supported agencies such as the IRS and D.C. Department of General Services, managing complex IT environments with thousands of users. I’ve led large-scale PC refresh initiatives, provided deskside support for hardware/software issues, implemented security patches, and contributed to improving end-user satisfaction through timely issue resolution and training. My expertise spans Windows OS (XP to 11), Office 365, networking protocols, hardware diagnostics, and backup infrastructure (e.g, NetBackup, VMware).Known for my clear communication, patience under pressure, and strong problem-solving skills, I aim to continue growing in leadership roles that combine technical support with IT strategy and user experience improvements.

Experience

1. Information Technology Specialist (Customer Support)

   Internal Revenue Service

   Apr 2023 — Present · Lanham, MD, US

   Provide comprehensive IT customer support services involving the configuration, installation, maintenance, and troubleshooting of a wide range of systems and equipment, including desktops, laptops, printers, faxes, switches, and PBXs. • Responsible for performing break/fix support and hardware/software installations, upgrades, and peripheral configurations, ranging from simple to complex tasks. • Deliver end-user support both in person and via telephone, ensuring timely resolution of incidents and service requests through detailed evaluation and prioritization.• Assist in planning and executing site preparation for new or relocated communication infrastructure. Coordinate user requests, determine equipment needs, and ensure successful implementation of hardware deployments. • Perform limited network administration duties, including configuring hubs and switches under technical direction and applying software updates and patches.• Install, configure, and troubleshoot telecommunications hardware and LAN components, ensuring minimal downtime and optimal functionality.• Serve as a customer technical analyst, resolving complex user issues and participating in root cause analysis and problem resolution efforts. • Apply fixes across affected systems to restore service. Maintain day-to-day support of workstations, mobile devices, peripherals, and shared resources. • Provide account administration, user training, and inventory management for all end-user hardware. Investigate recurring system failures and escalate to appropriate personnel when necessary.• Respond to security findings by researching vulnerabilities and implementing corrective actions. Collaborate with Fiscal Service Information and Security Services teams to troubleshoot and resolve persistent or difficult issues. • Ensure complete documentation and closure of tickets in alignment with service level agreements and agency standards.

Education

• Prince George's Community College

  Certificate, Network and System Administration/Administrator

  2016 — 2023

• North Carolina Agricultural and Technical State University

  Bachelor of Science - BS, Computer Engineering

• Prince George's Community College

  Associate of Applied Science, Information Technology

• North Carolina Agricultural and Technical State University

  Bachelor of Science - BS, Electrical Engineering

Skills

• Process Improvement
• Team Building
• Management
• Engineering
• Networking
• Computer Hardware
• Data Center
• Java
• Html
• Inventory Management
• Coaching
• Banking
• Team Management
• Javascript
• Troubleshooting
• Project Planning
• Leadership Development
• Visual Basic
• Research
• Windows
• Windows 10
• Front-End Development
• Data Analysis
• Event Management
• Php
• Budgets
• Unix
• Problem Solving
• Higher Education
• Leadership
• Customer Service
• Telecommunications
• Analysis
• Microsoft Office
• Back-End Web Development
• Team Leadership
• Project Management
• Program Management
• Fundraising
• Process Scheduler