Customer Service Help Desk

Cornelius Brayboy

**** ******** *** ***# *** Alexandria, VA 22303 (Ph.) 202-***-**** Email ********************@*****.***

Effective and proficient Information Technology professional with thirteen years of experience in IT management, training and education resolving complex and challenging user issues. Managed teams of IT professionals providing help desk support and other IT related services. Demonstrated ability to adapt and remain flexible in a fast-paced business environment.

Core Competencies:

Information System Technology/Service Management

Hard Drive Imaging/ SCCM/Ghost/Altiris

Help Desk Support Protocols

Hardware/ Software/ OS/Win XP/ Win 7

LAN/WAN Networks

Strong Problem-Solving Skills

Remote Desktop/ VPN/Cisco/Juniper

Desktop Support Tools/ BCM Remedy

Active Directory/ Exchange 07, 10

Quantitative and Qualitative IT Data Analysis

Innovative Leadership and Management skills

Oral and written communication skills

Certifications

•CISCO Certified Network Associate (CCNA)

•Certified DELL Computer Technician (Optiplex, Latitude, Servers)

•Instructor’s Training Course

•Information Manager Officer (IMO)

Honors and Awards

•Army Commendation Medal

•Army Achievement Medal

Professional Affiliations

•Signal Corps Regimental Association

•Ordinance Corps Regimental Association

•Iota Phi Theta Fraternity, INC.

Professional Experience

Consumer Financial Protection Bureau

Senior Desktop Technician Nov 2013- Sept 2017

Provide and lead Tier 1 help desk, Tier 2 desktop support (to include phone, email and in-person customer support) and Tier 3 support to users in the areas of email, standard Windows desktop applications, computers (desktops and laptops), printers, smart phones and tablets, audio-visual, and IP desk phones using ticketing system

Perform first-line support to determine service interruptions for desktop hardware, peripherals, and software applications

Performing Tier 1, ability to escalate unresolved problems to desk side support and Customer’s Facility group for building related calls

Performing Tier 2, ability to take escalated tickets and resolve customer problems both desk side and using remote tools

Performing Tier 3, provide administrator services including file permissions, moving and creating user accounts, configuring the organization unit tree (OU)

Provides support and administration of the enterprise Active Directory environment

Create Active Directory groups, move accounts into groups, and manage users

Active Directory System support, patching, maintenance of Group Policy, and management and support of user accounts

Assist with execution of ongoing system administration and health maintenance plans, procedures, and operations

Diagnose, resolve, and communicate advanced problems

Communicate and collaborate well with team leadership and colleagues

Hands-on Active Directory and Microsoft Windows Server technology contributor able to operate and improve the environment distributed across remote offices

Dell

Personal Computer/Desktop Technician Jan 2013- Jul 2013

Receiving assets, moving equipment within and/or between facilities, staging equipment for build/image activity

Interviewing clients as part of pre-deployment asset discovery, executing equipment replacement activity

Updating asset management system to reflect work performed, monitoring daily activity

Installing and maintaining PC hardware and software, troubleshooting network usage and computer peripherals, performing system backups and data recovery

Resolving network communication problems independently, e-mail administration, disk capacity monitoring and network security, preparing assets for disposition

University Maryland University College Help Desk Team Lead Jan 2012- Apr 2012

Direct supervision of customer service representatives/IT help desk technicians

Monitored the performance of all support service assignments within the service area and conduct triage for tickets in the service work queue

Ensured Desktop Support resources were available within specified coverage hours 24/7, and coordinated schedule adjustments as needed to backfill for absences

As a “working lead”, provided IT help desk support services similar to the customer service representatives/IT helpdesk technicians

Advised Service Delivery Manager of any changes in the environment that might impact service delivery.

Developed service level metrics for monthly reporting to senior manager

Ensured proper tracking of customer interactions to build sufficient and integrated solutions

Responded to escalations from the customer service representatives/IT help desk technicians

Restored system to functioning state and gained customer concurrence for problem resolution

Provided management reporting regarding service level objectives

Worked rotating shifts to provide supervisory coverage in absence of the manager

CNA Solutions Inc.

User Support Technician Dec 2010- Oct 2011

Provide troubleshooting on corporate desktop and laptop infrastructure, service delivery, and training/documentation support to corporate users. Provide AV, phone, training, administrative, printing support, and manage small to medium scope projects.

Desktop/Laptop Troubleshooting: Works to diagnose and solve problems that users have with desktop and laptop environments including operating systems, hardware, network connectivity, remote access and standard corporate applications. Provide technical troubleshooting information to users with step-by-step instructions, when applicable. Works with other Technology Center staff and outside vendors to resolve problems and meet schedules.

Desktop/Laptop and Telephone Installation: Deploys corporate desktop, laptops and telephone systems to new user staff members; provides computing environment orientation, including network access, corporate email and network printing. Helps coordinate office moves of corporate staff including re-provisioning of corporate computing equipment. Provides assistance during the annual desktop distribution project by participating in all related tasks. Tasks will include beta testing of software and hardware compatibility, and configuration of desktop image; installation of the new systems.

Audio/Visual Support: Evaluates tests, maintains and administrates corporate portable AV projectors, VPN and accompanying multimedia laptops. Schedules and sets up the projectors and laptop as needed by the corporate staff. Provides AV support for meetings and conferences held within the corporate facilities, including the Conference Center and the Idea Centers.

User Support Areas: Primary responsibility for one or more User Support Team areas which includes inventory management, help desk software, network printers, AV support, corporate template maintenance and User Support Team website. Creates and maintains the processes for these areas, and communicates the procedures and updates to entire the Technology Center staff. Training/Documentation: Work with team leader and staff members to review and edit technical and end-user documentation and user training requirements for software, hardware, and system implementations and upgrades. Design, develop, and present a variety of customized end-user training options to support hardware, software, and system upgrades and implementation, including hands-on instructor-led, classes, demos, tutorials, and web-delivered instructional materials. Maintain web sites for the Technology Center; keep existing documentation up-to-date as technology and information changes.

Project Management: Works with management, other team members, and end-users to determine goals and directions; prepares cost estimates and staff requirements for proposed projects to accomplish goals; monitors and reports on tasks throughout the project; guides and reviews other project work when necessary; supervises other team members as required. Perform other duties as assigned.

Womack Army Medical Center

Information System Specialist

Fayetteville, NC Apr 2010- Oct 2010

Supported a wide range of equipment and applications running on a variety of platforms.

Performed HW/SW and network installations, including troubleshooting and repairs for the Womack Army Medical Center (WAMC), Dental Activity (DENTAC), and Veterinary Services user community.

Performed diagnostic and assessment of user issues; and implemented resolutions.

Installed, configured, upgraded, set up, and tested off-the-shelf, locally developed, and agency provided computer software

Troubleshoot all hardware and software components, ensuring compatibility with existing systems’ interface and possibility of system malfunctions.

Applied appropriate security measures consistent with approved security standards

Trained customers at all levels of PC literacy in the use of supported systems and applications and in the use of hardware and software, or, to prevent recurrence of problems

Prepared computer equipment for return to inventory in compliance with the guidelines established by the Assistant Secretary of Defense, and the organization's Information Assurance Security Officer (IASO)

Remained abreast of changes in the IT support industry to ensure familiarity with advances in system hardware, software and electronic computer technology through publications, exchanging information with other agencies, and, industry equipment manufacturers.

Attended seminars and/or training courses to acquire knowledge pertaining to IT systems, networking applications and software and to enhance my current skill set whenever possible.

U.S. Army (1996 – 2009)

Information Systems Supervisor

Fayetteville, NC 2 years

Direct supervision of IT help desk technicians

Responsible for the installation, operation and maintenance of automated information system; managed system administration of NIPRNET and SIPRNET servers

Managed and maintained active directory and user accounts on tactical SIPR and NIPR exchange services which service over 3,000 users; enforced Army network security and information assurance policies including HW/SW repairs, warranty program, and, life cycle computer replacement and distribution

Configured and installed new workstations with Windows XP in an AD environment

Performed backups and restorations on user workstations.

Developed Service Level Agreement metrics to ensure optimal performance and support

Setup and configuration of network devices (printers, scanners, etc)

Basic AD administration (create/modify/delete/unlock user accounts)

Lotus Notes troubleshooting and configuration

Extensive hardware troubleshooting experience with Dell desktops and laptops.

Wireless network configuration and set-up experience

Cable management including deployment and termination of CAT 5 and CAT 6 cables

Proficient with troubleshooting Xerox and HP printers

Proficient with troubleshooting wide area networks (routers, switches, hubs, etc.)

Instructor/ Technical Writer

Fort Gordon, GA 2 years

Instructed over 300 students in the installation, configuration and maintenance of routers and switches in multiprotocol networks using LAN/WAN interfaces for entrance in to the Information System Technology career field

Assisted in the development, testing, and implementation of new course material for CISCO curriculum

Maintained a 98% pass rate on CISCO curriculum

Provided technical training for over 3200 CMF 25 Series Allied, and Reserve component Soldiers annually

Developed, maintained, and updated course material; conducted remedial training;

Maintained the accountability and positive control of examination materials; conducted examination and evaluation of Soldiers for the purpose of awarding MOS 25B, 25D and 25U;

Maintained accountability of computers and related equipment valued in excess of $50,000 daily.

Information Technology Team Chief

Seoul, South Korea 1 year

•Provided software analysis for the Eight Army G6 Information Management branch. Supported the transition to war plan for the 311th Theater Signal Command.

•Assist customers with system support during conferences/meetings.

•Communicate information to customers and sponsors.

•Evaluate software updates and install patches and release candidates in development environment.

•Provided technical advice, assessments and validation of base requirements for all command, control, communications and computer intelligence. Updated the Information Dissemination Management Tool (IDM-T) portal in support of the Knowledge Management Office.

•Responsible for design of IT library and systems management policies and procedures.

•Configured and installed new workstations with Windows OS versions with extensive experience in Windows XP in an AD Environment, Microsoft Office Suite, Symantec Ghost Remote Access Tools.

Information System Analyst

West Point, NY 2 years

Provided direct support to the United States Military Academy (USMA) Vice Deans.

Provided technical assistance to over 4,000 Cadets and 750 staff and faculty members with support of computer software, hardware, and network issues. Diagnosed a wide range of technical issues on automated systems and peripheral devices.

Developed, updated and maintained documentation related to troubleshooting hardware, software and server maintenance. Created and maintained operational scripts for applications, printers and file servers.

Senior Information/LAN Manager

Camp Red Cloud, Korea 1 year

Responsible for the installation and operation of mini and mainframe telecommunications computer systems, automatic message switches, and various other NIPRNET and SIPRNET and associated peripheral equipment.

Performed software upgrades, troubleshooting, system analysis and administration. Installed LAN/Wan.

Create and manage user accounts.

Responsible for all future system fielding; responsible for creating, maintaining and managing life cycle replacements for all system and non-system related automations equipment within the company.

Education

Tampa Technical Institute Tampa, FL

A.A.S. Degree- Computer and Electronic Engineering 1995

References available upon request

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