Gregory Brown
832-***-**** ■ 713-***-**** ■ ********@*******.***
Technical Support: Administration, Desktop and Helpdesk Professional
Technical Expertise
AS/400, Migrations, Remedy, Vulcan and Heat ticketing system, VOIP, PC Systems Analyst, RPG III/IV, Tier I help-desk P.C & MAC call-logging, tracking and e-mail support SQL-SSRS
Provide technical recovery support call resolution to end users, install, update workstations, create end-user accounts
POS Tech., Office 365,Cloud, XMP bios, batch-job scheduling,, Y2K, Active Directory, Oracle, SAP, People-soft, resolve Data Infrastructure issues and support end-users and desktop support ticket systems, JDE development, identify and correct unsuccessful program executions
Execute compile operations reports, resolve domain issues, file maintenance/privileges, service requests and server mapping systems
Submit requisitions, access VPN account set- up, NT, citrix, new equipment purchases, GIMS CIPMS applications, service manager, LANDesk, HEAT ticketing tracking system, outlook account and personalize p.c. per end-user.
Education & Certification
Prairie View A&M University, Prairie View, Texas
Bachelors of Science, Administrative Information Systems/Computer Programming, 1997
Certificate, A+/Net+ (v2k) AAS:CIS, ET IT, 2017
Professional Experience
Methodist Hospital System 3/2016 – Ongoing*
Desktop Support for Methodist Hospital Care (P/T - I.T. Division)
Logged classified and prioritized incident management tickets as reported: email, remote, phone, or chat
Primary service desk contact for EPIC end-users to resolve incident tickets at Level-1 and escalate to Level 2/3 teams, as needed
JPMROGAN-Peak Systems (HP) 8/2016 to present
Desktop Support for JPMORGAN CHASE BANK (P/T - On-call)
Vulcan ticketing system, resolve trouble tickets, server build, break-fix hardware, software migrations, imaging/deployment
Upgrade CHASE Banks, Win10, set-up networks and AT&T stores.
Set-up Disaster Recovery remote site, switches 233 servers.
Brand Energy Solutions-Crude Oil (Shell) 7/2014 to 7/2016
Oil-Gas Energy Plant Meridian Mississippi Infrastructure Support
Performed extensive security mapping, installing and testing of system start-ups
Audit of crude oil stations in Excel spreadsheets and read blue-prints for tracking, comparing and report analysis for month end closing
Restored operations of plant technical equipment proper functionality (break-fix)
Documented Heat-Stress processes via photography to perform proper diagnostics
Chase Bank (JPMORGAN CHASE BANK) 2/2010 to 6/2014
Computer Operations, Helpdesk AS/400/Desktop Support/ Desktop/Deployment - Houston, Texas
Troubleshot hardware/software, server issues (break-fix) documented in Heat ticketing system, for various locations in Houston, TX.
Assisted with install testing, configuration of new workstations peripheral equipment and Servers as on-call team
Performed bi-weekly maintenance: Data Center facility, AS/400,. Infrastructure including computer systems and network upgrades/patches for security, server installs
Upgraded POS systems, workstations, drive-thru teller machines, servers, and terminated fiber optics (conduit)
On-site Project Manager resolving service desk day to day requests incidents and restoration of proper operation
City-Of-Houston 7/2008 to 12/2009
Systems-Analyst I /Desktop Support (break-fix) Houston, TX
Active Directory, SCCM support (PWE) Public Works & Engineering Dept. Desktop Support, Call-Center, Data Tier II help-desk, heavy volume call-logging, tracking and e-mail support
Performed PC maintenance; respond to ticket requests and support end-users on help-desk /desktop queue
Installed, tested and configured new workstations, peripheral equipment, hardware and software
Modified Active Directory, Data Infrastructure issues systems, JDE development, SSRS to identify and correct unsuccessful program executions
Execute, compiled reports, resolved domain issues, file maintenance/privileges (user access), service requests and mapping systems
Submitted requisitions for access, new accounts (outlook )/ equipment, VPN account set- up, NT, Citrix, GIMS/CIPMS via, LANDesk, ticketing system
Performed workstation refresh and printer installs as required
Washington Mutual Bank (Algomod Technologies) 2008 to 2008
ATM Programming / Account Balance
Desktop support coordinator for Accounting, Computer Operations/ATM programming
Remedy ticketing, assist users compile and input accounting records, financial statements into database for Washington Mutual Bank
Prepared bank reports, balance financial accounts, and developed documentation for account reporting
Audited reports, tables in relation to expenditures, accounts payable, receivable, profits and losses
Updated and maintain accounting systems
H.I.S.D. (Houston Independent School District) 2006 to 2007
Desktop Support, Software Deployment, AS/400,Beta Project/Help-Desk/Call-Center (Lake-hills Consulting)
Desktop Support migration: set up, coordination installation and administration of the district help-desk, provided technical support resolutions for software and hardware incidents
Presentation training on new software systems and procedures
Organized schedules in the daily operations of maintenance, and resolved all hardware-software operations
Help desk, Infrastructure Blade Servers, fiber optic. Install software Beta Project throughout H.I.S.D., backups, engineering projects and day-to-day support operations
Performed System recovery to restore infrastructure to normal operations
AON Corporation (RCM Technologies) 2006 to 2006
I.T. Support Migrations / Help Desk (break-fix) (Security-clearance)
AON Corp. Provided continuous hands-on training of operators to promote the development of technical problem anticipation, identification, and troubleshooting skills
Diagnose, (break-fix) load software repair, resolve compatibility issues, Enter command and observe system functioning to verify correct operations and detect errors
Develop training materials and procedures, for the proper use of hardware and software
Maintain records of daily data communication transactions, problems and remedial actions taken, and installation activities. Train end-users on new software/hardware engineering projects and day to day support operations, deployment, install and train employees on new policy and procedures due to revised network
Heat ticketing, install additional workstations to network, and printers
Set end-user passwords; customize each P.C. per-employee, onsite break-fix and end-user technical support