Brian Golden
Boulder
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Tier 3 Technical Support Representative
Stem Inc
06.2025 - Current
- Provide dedicated support to customers
- Assist Tier 2 representatives with difficult issues
- Work with development and engineering teams to get escalated cases resolved
- Troubleshoot SCADA systems and proprietary hardware to keep devices communicating with the PowerTrack platform
- Troubleshoot modbus and ethernet connected devices
- Troubleshoot difficult issues and work with customers directly to assess their needs
Tier 2 Support Technician
Stem Inc
10.2024 - 06.2025
- Troubleshooting issues in communication to PowerTrack ranging from simple configuration changes to complex wiring issues
- Understanding how hardware in the field talks to our software.
- Following all troubleshooting procedures and support guidelines
- Staying organized and up to date on all work
Service Technician L3
CompuCom
02.2023 - 06.2024
- Helped start a new contract for CompuCom, reviewing and rewriting processes, coming up with new processes, and training agents on all new requirements.
- Supervise all L1 and L2 agents.
- Manage account administration team
- Review all account administrative tasks for accuracy.
- Communicate with the client to make sure all our processes meet their standards
- Created software to assist with automation of specific work processes.
- Worked troubleshooting automated PowerShell scripts
- Full account administration in Active Directory and Exchange.
- Worked to troubleshoot networking issues on individual computers and whole sites
Service Technician L2
CompuCom
06.2021 - 02.2023
- Supervise all L1 agents.
- Maintain call queues to keep volume consistent.
- Work any self-service and email issues that come into the service desk
- Answer calls and troubleshoot any and all IT issues with end users
- This includes issues with Microsoft products, proprietary software, and hardware issues
- Used remote access software to assist customers with issues if needed
Service Technician L1
CompuCom
11.2020 - 06.2021
- Answer calls and troubleshoot any and all IT issues with end users
- This includes issues with Microsoft products, proprietary software, and hardware issues
Education
Bachelor's of Science - Computer Science
Southern New Hampshire University
10.2022
A.S - Cybersecurity
Hudson Valley Community College
01.2020
Skills
- Quick learner
- Team leader
- Windows, Mac, and Linux experience
- Experienced in many different programming languages
- Scripting languages
- Network analysis
- Hardware diagnostics
- System administration
- Incident management
- Good active listener
- Advanced troubleshooting
Certification
- CCNA July 2020
- AWS Cloud Practitioner November 2022
Timeline
Tier 3 Technical Support Representative
Stem Inc
06.2025 - Current
Tier 2 Support Technician
Stem Inc
10.2024 - 06.2025
Service Technician L3
CompuCom
02.2023 - 06.2024
Service Technician L2
CompuCom
06.2021 - 02.2023
Service Technician L1
CompuCom
11.2020 - 06.2021
A.S - Cybersecurity
Hudson Valley Community College
Bachelor's of Science - Computer Science
Southern New Hampshire University