Desktop Support Technical

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

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