Introduction
Brandon Duran is a seasoned IT professional with over 12 years of customer service experience and more than four years in enterprise IT support. Currently working as an IT Support Associate II at Amazon in Jacksonville, Florida, Brandon has proven expertise in network infrastructure, IT troubleshooting, and technical leadership. His career journey reflects dedication, continuous learning, and an unwavering commitment to excellence in the fast-paced world of enterprise IT.
This article explores Brandon Duran’s professional journey, his technical skills, achievements at Amazon, and his future in cybersecurity and cloud computing.
Early Career: Customer Service and Technical Foundations
Brandon Duran’s path to enterprise IT success did not start in the traditional tech space. Instead, his career began in customer service, where he honed problem-solving, communication, and multitasking skills—all of which later became critical assets in his IT career.
From Hospitality to Technology
- Early Career (2008-2016) – Worked as a waiter at Don Juan’s Mexican Restaurant in Jacksonville, Florida.
- Developed strong interpersonal and problem-solving abilities while managing high-pressure environments.
- Took on leadership roles, training new employees and ensuring compliance with company policies.
- His customer-first approach laid the groundwork for his transition into IT support, where technical expertise meets customer interaction.
Brandon’s passion for technology and troubleshooting inspired him to pursue a career in IT, leading to his educational and professional transformation.
Transition to IT: Education and Certifications
To bridge the gap between his customer service background and IT aspirations, Brandon Duran enrolled in formal education and certification programs.
Key Educational Milestones
Florida State College at Jacksonville (2018-2020)
- Enrolled in the Computer Information Technology program.
- Earned CompTIA A+ certification, which validated his ability to troubleshoot and manage IT systems.
- Hands-on experience in hardware, software, networking, and security.
Year Up IT Training Program
- Combined college coursework with professional training and internships.
- Provided real-world experience in enterprise IT environments.
- Developed critical problem-solving and troubleshooting skills.
Western Governors University (2022-Present)
- Pursuing a Bachelor of Science degree in Cybersecurity and Information Assurance.
- Curriculum focuses on network security, cloud computing, scripting, and data management.
IT Certifications: Strengthening Technical Expertise
Brandon Duran has obtained several industry-leading certifications, including:
- CompTIA A+ ce Certification – Validates expertise in system troubleshooting and maintenance.
- CompTIA Network+ – Demonstrates proficiency in networking infrastructure, protocols, and security.
- AWS Cloud Quest: Cloud Practitioner – Highlights cloud computing expertise on the AWS platform.
- OSHA 10-Hour Construction Certification – Shows commitment to workplace safety and compliance.
With these credentials, Brandon was well-equipped to transition into a fast-paced enterprise IT environment.
IT Career at Amazon: Leadership in Network Infrastructure
Joining Amazon as an IT Support Associate
Brandon Duran first major IT role came in 2020, when he joined Amazon’s Jacksonville fulfillment center as an IT Support Associate Intern. His strong technical and problem-solving skills quickly led to a full-time role as an IT Support Associate II.
Key Contributions and Achievements at Amazon
Brandon has played a pivotal role in maintaining and upgrading Amazon’s IT infrastructure, handling large-scale projects critical to operations and efficiency.
Overseeing Major IT Infrastructure Upgrades
- Led a small team responsible for rebuilding the warehouse’s entire IT network infrastructure.
- Upgraded Amazon’s network hardware, including:
- Replacing over 500 switches.
- Transitioning from commodity hardware to Cisco network devices.
- Installing MDF and IDF switches, fiber optic cables, and SFP modules.
- Assisted in the replacement of over 1,000 Thin Clients and 800 laptops, optimizing workforce efficiency.
Technical Support and Troubleshooting
- Diagnoses and resolves complex IT issues affecting thousands of Amazon employees.
- Works closely with engineers, logistics teams, and security departments to ensure minimal downtime.
- Specializes in network troubleshooting, system configurations, and hardware/software support.
Recognized for Excellence
- Awarded the SE Region Metal Coin & Certificate of Achievement for embodying Amazon’s “Nail the Plan” pillar.
- Praised by senior management for his problem-solving, leadership, and customer-first approach.
Brandon’s success at Amazon has solidified his reputation as a top-tier IT professional with strong technical leadership skills.
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Technical Expertise and Specializations
Brandon’s technical skillset covers multiple areas of enterprise IT, making him a versatile and invaluable asset to Amazon and beyond.
Network Infrastructure & Troubleshooting
- Cisco Networking: Experience in switch configurations, VLAN setups, and network security.
- Infrastructure Deployment: Large-scale hardware replacement and IT asset management.
- Fiber Optic Installations & Data Centers: Ensures seamless connectivity across Amazon’s facilities.
Cybersecurity & Cloud Computing
- Cybersecurity Fundamentals: Knowledge in data protection, risk assessment, and vulnerability management.
- AWS Cloud Computing: Understanding of cloud security, virtualization, and cloud-based infrastructure.
IT Support & User Experience
- Resolves hardware/software issues to minimize operational disruptions.
- Enhances employee experience through technical problem resolution and IT efficiency improvements.
Future Goals and Aspirations
Brandon Duran remains committed to professional growth in cybersecurity and cloud computing, with ambitions to advance into higher IT leadership roles.
Continued Education & Certification Pursuits
- Earn AWS Solutions Architect Certification to strengthen cloud computing expertise.
- Complete Cybersecurity and Information Assurance Degree at Western Governors University.
- Pursue CISSP (Certified Information Systems Security Professional) for higher-level cybersecurity leadership roles.
Expanding Technical Leadership
- Lead larger IT infrastructure projects at Amazon.
- Mentor junior IT professionals in enterprise-level troubleshooting and problem-solving.
Exploring Cybersecurity & Cloud Computing Careers
- Potential shift towards cloud security architecture and threat intelligence.
- Interest in penetration testing, ethical hacking, and vulnerability management.
With continuous learning and hands-on experience, Brandon is poised to make a lasting impact in IT infrastructure, cybersecurity, and enterprise cloud management.
Conclusion
Brandon Duran’s journey from customer service to enterprise IT leadership is a testament to hard work, adaptability, and technical expertise. His role at Amazon showcases his ability to manage large-scale IT projects, troubleshoot complex network issues, and contribute to mission-critical operations.
Key Takeaways
- Over 12 years of customer service experience and 4+ years in IT support.
- IT Support Associate II at Amazon, specializing in network infrastructure.
- Led major hardware and network upgrades, including 500+ switches and 1000+ devices.
- Strong expertise in cybersecurity, cloud computing, and IT troubleshooting.
- Certified in CompTIA A+, Network+, AWS Cloud Practitioner, and pursuing a Cybersecurity degree.
- Future aspirations: AWS Solutions Architect, CISSP certification, and leadership in cloud security.
Brandon’s commitment to excellence, technical proficiency, and continuous learning ensures that he will remain a key player in the IT and cybersecurity industry for years to come.
