Carol L. Brown

**** ***** ****

Strongsville Ohio, 44149

440-***-****

ac1zz1@r.postjobfree.com

In IT seeking a challenging and rewarding position in the Information Technology industry allowing me to utilize my technical knowledge, education, problem solving, business and interpersonal skills.

Skills

Windows 10, Windows 8, Windows 7, Windows XP

Windows server 2003

Microsoft office 365, office 2016 and office 2013

Remedy, Service now and Front range problem tracking system

Local and network printing configuations

Active directory

SAP

Lan Desk for imaging

iPad, iPhone, androids

VPN

Wireless

Honeywell – working for GDKN May - 8th 2017 – To present

Help Desk Technician

• Remote first line level support of Company customer’s EMS via communication with onsite customers or technicians

• Provide resolution for set-point, schedule changes and connectivity issues

• Daily communication both verbal and written with the customer

• Perform alarm monitoring services for contract customers as defined in contract scope of work.

• Record and document all activities via internal ticketing system and customer work order systems

• Read, comprehend and maintain understanding of technical documents

• Provide mentoring and training for new Technician Level I technicians as appropriate

• Provide input to and implement process improvement changes as necessary

• Manage all customer external and internal technical queries that come into the department, capture and prioritize as appropriate.

• First line of alarm management, monitor, act on and resolve customer alarms.

• Provide call handling activities across all customers

• Maintain call capture process

• Manage technical support emails via customer services inbox

• Update and maintain any customer work order system as necessary

• Maintain customer files and accounts in Siebel

• Creation of priorities, escalation rules etc in alarm pro.

• Manage first line service request capture and creation

• Manage first line service requests to business and/or customer SLAs

• Responsible for the P2 queue, acting on requests for schedule changes and closed loop resolution

• Diagnosis & troubleshooting of system problems

• Communicate status updates on customer requests

• Work with contractors & vendors providing remote support

• Liaison with contractors on site.

• Help and assist any other member of the organization in queries for help re customer issues and alarm management

• Support the Program Managers when needing help on alarm queries, responses or reporting

• Support and help energy engineering on data pulls, alarm management as necessary

• Support the Tech IIs on any schedule changes or setpoint changes as required

• Support and assist RMA, orders and labor process as appropriate

• Co-ordination with R&D on alarm Pro issues, version roll out, updates

Rambus Incorporated September 2014 To June 2016 working for Murtech Consulting.

Desktop Support Technician

Provide hardware and software support services for client technologies

Working with remote users

PC setup

Printer

Collaboration Tools

A/V Equipment

Perform troubleshooting, issue resolution, for any IT issues at the local site

Assist in maintaining other computer peripheral devices such as printers and A/V equipment and solve problems as they arise.

Assist and train local site employees in the utilization of provided technologies and systems

Monitor and test computer and network systems to ensure they are functioning properly

Physical set up and adds/moves/change of computers and related peripherals

Patch network, phone, and telecom ports

Manage structured cabling

Troubleshoot wireless, LAN

Keep inventory (cables, network ports, phones, desktops, laptops, server room equipment) Other work.

Resolve issues escalated from Level 1 support requiring elevated privileges or local site knowledge

HQ Specific Support: Lab and equipment maintenance, provide general lab workstation support

Provide “red carpet” executive support (including administrative assistants) in a professional and courteous manner.

Provide support for high visibility audio/video meetings and company events.

Deployed Windows 10 for all users

Carry out other duties as requested by Rambus IT Management.

PPG Industries – Working for Randstad

Help Desk February 2014 to June 2014

Help Desk Analyst: Customer Service

Assist in other department related tasks as

Needed Provide phone coverage for 30-40 calls a day, but not limited to that number.

Master PPG proprietary software

Assist other help desk team members in resolving hardware and software customer issues as needed

Respond to customer questions and, or, concerns regarding PPG or PPG vendor equipment policies

Update internal records in an efficient, effective and timely fashion

Build, and or, configure computers.

Aid in resolving order, shipping, receiving, and customer issues as it relates to the Help Desk’s support of computer related equipment

Support monthly inventory control on a rotating basis if necessary

User remote tools

PolyOne – Avon Lake – Working for Murtech Consulting

IT Service Desk Analyst July 2013 to Jan 2014

Provides customer service and technical support through inbound phone and email requests.

Independently identifies, troubleshoots, documents, and replicates customer problems and then escalates complex problems according to escalation procedures. Reviews most escalations before they are assigned to other IT departments.

Retains ownership of all cases throughout the resolution process through Front Range tracking system.

creating and modifying print queues, assisting users with connectivity issues, and collaborating with level three engineers.

Performs configuration and customization of the case management system.

Creates and delete account’s in Active Directory

Create account’s on exchange server

Create account’s in SAP

Reset passwords in AD and SAP

Create user groups and share’s

Trouble shoot smart phone’s and IPAD’s

NASA GLENN Research Center - Midcom Corp. Brook Park, Ohio

Desktop Support Sept 1998 to Jan 2012

Continuously keep Remedy tickets updated with status of ticket.

Troubleshoot customer’s problems via the phone with Remote desktop software or by visiting the customer’s site.

Utilize Active directory

Troubleshoot software, basic hardware issues and basic network troubleshooting.

Use Tivoli to monitor backup software for users.

Beta test new software

Back up Enhanced Desktop Administrator by monitoring the servers, create user groups and shares.

Provide system administration for training rooms.

Backup Account Administrator assisting with New Hire computer accounts.

Place new computer account userids in specific groups using active directory.

Reset passwords

Provided desktop maintenance and new installation for training PC’S

Troubleshoot hardware such as External drives; RSA tokens (Smartcards),

Smart Phones, scanners, and conference room equipment (projectors, laptops, TVs).

Laptop’s and Desktop’s

Responsibilities included documentation, training manuals, procedures for department along with FAQs and tips.

Education

John Marshall High School, Diploma

Training and Certifications

Windows 10

Windows 7

Windows XP trouble shooting, Devore Technologies

A+ Certification, Polaris Career Center

Baldwin Wallace College, WWW & HTML

Volunteer Work

I am a member of VFW post 3345. I volunteer for the veterans by taking food and clothing to VA hospital.

Volunteer at post 3345 by working events to raise money for the veterans

Volunteer for the Alzheimer association raising money for research

PPgp

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