Julie Brannan, BFA
IT Technician II - BACS
Education: BFA, Abilene Christian University ('13)
Julie Brannan began working in her position in Technical Services for B.A. Computing Services in September of 2016. She has made it her goal to approach students, faculty, and staff in a welcoming and inclusive manner. She has overseen the imaging and deployment of several machines and works with Samantha Bratcher to provide excellent and timely service.
Prior to joining the BACS team, Julie spent three years working with the IT Solution Center at TTUHSC. While there, Julie's primary responsibility was quality management, handling calls from across four campuses and assuring excellent customer service while addressing IT concerns. She trained both new and seasoned technicians on quality care and support, as well as changes in technology. In addition, Julie also worked as a support technician and the Call Center Supervisor at Abilene Christian University for five years. While there, she managed and evaluated over fifty staff, reporting to her, and provided desktop software support for thousands of university faculty, staff, and students, increasing the First Contact Resolution rate from 45% to 75%. She also helped maintain the internal knowledge base, evaluated support calls, scored recorded phone calls and provided feedback to call center associates to maintain quality service. In addition, she organized monthly work events and mentored staff technical support and customer service skills, and developed and delivered annual training that taught basic and advanced software troubleshooting techniques to up to thirty new and current employees simultaneously, all while attending class for her BFA.
Julie was born and raised in Abilene, TX where she learned her love of computers and began her work in IT as early as age fifteen, learning how to build her own computer and subsequently assisting others. In her free time, Julie paints original and commissioned art in watercolor and ink, as well as digital pieces, intertwining her love of art and computers. Julie completed her Bachelor of Fine Arts in Art Education from Abilene Christian University in 2013.