Desktop Support Professional

TYRONE D. BROWN

**** *. ********* ***. ? Chicago, IL ? 773-***-**** ?

************@*****.***

Desktop Support Professional

. Extensive work experience in multiple fields including corporate,

commercial and municipal.

. Excellent communication, interpersonal and client service skills.

. Proven ability to learn new technical skills; good analytical

abilities and adept problem-solver.

. Demonstrated ability to work well individually and as a member of a

team.

. Good organization and time-management skills; ability to multi-task in

a deadline-driven environment.

Technical Skills:

. Operating Systems: Microsoft Windows 95/98/2000/XP

Professional/Vista/7

. Software Applications: Microsoft Office, Norton Ghost, Symantec &

McAfee Antivirus

. Hardware: IBM/Lenovo, HP, Dell, Mac, BlackBerry, iPhone, Android,

Cisco VoIP Phones

. Incident Management Systems: Track-it, Remedy, SM7, NetSuite,

ServiceNow

Education:

. DeVry Institute of Technology, Chicago, IL

. Electronics Technician - 1984

. Certifications: A+, MCP, MCDST

Professional Experience:

Mesirow Financial, Chicago, IL

10/12-04/13

Client Support Analyst (Contracted)

. Answered live support calls from clients and log data in the

Supportworks call tracking system.

. Provided first level diagnosis for potential resolution and resolved

most issues on initial call.

. Utilized SCCM and Active Directory tools to perform remote

configuration and to reset user passwords.

. Escalated tickets to appropriate resolver group and engaged 3rd party

resolvers when needed.

Getty Images, Chicago, IL

06/12-10/12

Desktop Support Specialist (Contracted)

. Troubleshot user hardware, software and network problems on Windows

and Mac platforms.

. Monitored the ServiceNow incident tracking system and resolved tickets

within established Service Level Agreements, submitted from across

multiple company offices.

. Proficient in using SCCM to image and push software installations.

. Assisted with the deployment of Cisco VoIP Phones and Access Points to

remote sales staff.

Wolters Kluwer, Riverwoods, IL

01/12-06/12

Desktop Support Technician (Contracted)

. Providing support for Windows XP / 7 workstations, including hardware

diagnosis and repair, malware removals, user data transfers and system

recovery services.

. Diagnosing and resolving operational issues with Microsoft Office

2003/2010 core applications.

. During PC refreshing configured Outlook 2010 client and transferred

archived email.

. Proficient in system imaging, software installations and system

configurations.

. Assisted with the deployment, configuration and support of smart

phones and mobile devices.

Walgreens, Lincolnshire, IL

06/11-01/12

Outlook Support Engineer (Contracted)

. Providing Tier 2 support for messaging services within a Microsoft

Exchange Outlook 2010 environment which included assisting with the

installation, the general configuration of the client, transferring

and configuring email archives, and configuring delegate access.

. Managing 5-10 Remedy Incident tickets daily, most resolved within 4-8

hours.

. Proficient in smartphone device configuration, device software

reloads, and application upgrades with specialty in RIM BlackBerry

devices.

. Performing Junior BES Administrator duties including device

activations and Support Administrator Roll assignment.

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TYRONE BROWN

Verizon, Chicago, IL

04/11-06/11

Tier 1 Technician (Contracted)

. Provided support to distributed customer base utilizing the NetSuite

ticketing system, responding to 20-25 calls daily, resolving most

within 1-2 hours.

. Proficient in malware removal, system tune ups and software driver

configuration within the Windows operating systems.

. Utilized the Bombard remote connection utility to diagnosis and

configure in-home wireless networks.

. Assisted with the setup and configuration of peripheral devices.

PepsiCo, Chicago, IL

09/10-04/11

Desktop Support Technician (Contracted)

. Provided Level II support creating new profiles for corrupted Outlook

accounts and performed utility repairs for email issues.

. Managed the HP SM7 Incident & Request ticket queues, resolving 10-15

issues daily, typically within 1-3 hours.

. Performed hardware asset relocations.

. Provided support for Windows XP based systems.

. Assisted with the reclaiming and disposal of off lease assets.

. Performed software imaging, data transfers and system configurations.

Harbor Capital Advisors, Chicago, IL

04/08-03/10

IT Service Desk Technologist

. Created new Active Directory and Exchange accounts, configured Outlook

clients.

. Created user accounts on BlackBerry Enterprise Server and performed

device activations.

. Managed BlackBerry Enterprise Server and performed application push

for PDF reader and RSA token software.

. Provided direct end-user support of desktop systems.

. Performed configuration tasks for VPN and VoIP hardware.

. Performed software imaging, application installation, configuration

and maintenance.

. Provided tracking and inventory maintenance of technology assets.

. Assisted with overall IT Department project initiatives.

UBS, Chicago, IL

11/07-02/08

PC Technician (Contracted)

. Provided deployment and support services for BlackBerry devices.

. Performed maintenance and repairs on HP Laser printers.

. Performed break/fix repairs on Dell, HP, and IBM / Lenovo desktops and

laptops.

. Performed software image staging on new and refurbished workstations.

. Assisted with asset tracking and inventory maintenance.

. Assisted with hardware receiving and deployment rollouts.

Elmhurst School District 205, Elmhurst, IL

01/07-10/07

Technology Support Specialist (Contracted)

. Provided support for Windows and Mac OS based desktop and laptop

clients within the district

. Provided application support for Microsoft Office and other education

specific software.

. Assisted with the preparation of test workstations for software

imaging.

. Provided Help Desk phone support to school district staff.

. Network Administrator duties included creating user accounts,

installing print queues, and resetting user passwords.

. Performed support and diagnosis of physical network cabling

infrastructure.

. Assisted with new system hardware deployment rollouts.

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TYRONE BROWN

Village of Glenview, Glenview, IL

05/05-02/07

IT Support Technician

. Performed in-house and on-site support of Windows desktop PCs.

. Provided application support for Microsoft Office products.

. Provided administrator support on Windows environment.

. Managed printer consumables inventory as well as printer service

contractors.

. Assisted in project deployment rollouts.

. Provided support on Alvarion wireless network for mobile workstations

located in emergency response vehicles.

Best Buy, Evanston, IL

08/03-5/05

Geek Squad CIA Representative

. Performed in-store troubleshooting and repair of desktop and laptop

computers.

. Performed data backups and system restores.

. Installed and configured anti-virus and anti-spyware software.

. Provided in-store support to the computer sales department.

. Performed occasional departmental administrative duties.

. Suggested new products and services that resulted in an 18% increase

sales.

Global Computer Solutions, Elmhurst, IL

06/89-11/02

Field Service Engineer

. Performed on-site and depot break/fix services on desktop PC's,

notebooks, printers and other computer peripherals.

. Provided telephone support for all hardware and software issues.

. Configured and installed new computer hardware and peripherals.

. Setup and configured new network clients.

. Installed and configured operating system and application software.

. Performed some occasional assistant network administrator duties.

References available upon request

Contact this candidate