DEZ BROWN

ATLANTA, GA ***** 763-***-**** ac7mrz@r.postjobfree.com

NETWORK & SYSTEM ADMINISTRATION ● INFRASTRUCTURE SUPPORT ● DEPLOYMENT & MIGRATIONS CCNA and CompTIA Security+ Certified IT Specialist with comprehensive experience in network and security administration within the public and private sectors. Adept at root cause analysis and troubleshooting while effectively managing simultaneous technical issues, resolving complex network issues and implementing solution strategies. A creative and critical thinker who specializes in consistent delivery of best practices to drive organizational goals with excellent skills in system configuration and hardware/software implementation. Tenacious problem solver continuously seeking effective solutions to complex problems; excellent troubleshooting skills in both hardware and software platforms. CORE COMPETENCIES

• Network & Systems Administration

• Software Installation & Configuration

• Network & Security Monitoring

• Troubleshooting & Problem Resolution

• Kepner-Tregoe Critical Thinking

• System Research & Root Cause Analysis

• End User Training & Support

• Technical Writing & Editing

• Load Balancing & GSLB

TECHNICAL PROFICIENCIES

Networking: SSL Certificates, Comodo, DigiCert,

GoDaddy, L3 Switching/Routing, L4-L7 load balancing, LAN/WAN, Palo Alto Firewalls, NetScaler, Azure

Protocols: TCP/IP, UDP, MPLS, BGP, OSPF, DNS,

LDAP, RADIUS, SAML, HSRP, DHCP, SMTP, SSH, HTTP

Software: ServiceNow, Remedy, HP Service Manager,

Salesforce, Bomgar, Cisco, Citrix, Wireshark, FreeBSD, Splunk, SolarWinds

Citrix Technologies: NetScaler, NetScaler Gateway, MPX, SDX, VPX, StoreFront, Web Interface, and GoToMeeting PROFESSIONAL EXPERIENCE

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Security Operations Specialist II, 2018- Present

McKesson Corporation – Atlanta

• Investigating, documenting and reporting on information security issues and emerging trends in a 24x7x365 environment.

• Accurately identifying and resolving failures and potential issues while maintaining accurate documentation while executing maintenance and administrative activities through HIPAA framework.

• Ensuring network, system and data availability and integrity through preventative maintenance and upgrades.

• Monitoring and analyzing logs and alerts from IDS/IPS and firewalls across multiple platforms in order to identify and mitigate security incidents affecting the McKesson enterprise. NetScaler Technical Engineer, 2017- 2018

Citrix Systems, Inc. – Atlanta

• Providing in-depth, high-level technical support to corporate and government clients pertaining to Citrix products for all aspects of physical/virtual infrastructure while ensuring system integrity and high availability.

• Responsible for vital support of global core NetScaler infrastructure for end users while modifying load balancing configurations.

• Managing critical issues by setting customer expectations, devising and implementing action plans and professionally communicating to all parties involved.

• Maintaining systems-level expertise and root cause-level troubleshooting while resolving advanced technical issues for customers while evaluating, recommending, planning, and designing solutions for new and existing configurations.

• Taking ownership of network and configuration issues via root cause analysis utilizing exceptional critical thinking skills. Senior Technical Engineer, 2016 to 2017

T-Systems – ThyssenKrupp North America – Atlanta

• Providing timely specialized Tier 3 technical expertise to both Tier I and Tier II technicians and end users; supplying the highest quality of service while researching and developing solutions to new or unknown issues.

• Acting as Active Directory Subject Matter Expert while serving as lead for server and network-related escalations and new technology initiatives.

• Analyzing user problems and providing instant and long-lasting solutions on hardware, software, and network issues.

• Troubleshooting and managing storefront server issues for users while creating user groups and policies.

• Maintaining, installing and upgrading hardware and software while configuring systems and applications for multiple users.

• Modifying existing programs within the established project methods and procedures as well as performing quality assurance checks processed by the team.

• Substantially increased system productivity through the development of training manuals and standard processes. PAGE 2 DEZ BROWN

Technical Administrator, 2015 to 2016

Hewlett-Packard - Delta Corporate – Atlanta

● Designing compatible network printing infrastructure to coincide with Windows desktop lifecycles, implementing, supporting, and documenting processes and solutions to assist in asset, software, and service life cycle management.

● Providing remote support to network printers through maintenance, firmware updates, and factory resets.

● Advising client on issues of printer infrastructure through Windows based computers.

● Managing inventory deployments and repair requests for remote sites while assisting external clients.

● Working with IT helpdesk to resolve and document user tickets while archiving tickets in Excel.

● Migrating out older printers while maintaining current printers under warranty and under HP contract with Delta. IT Service Desk Analyst II, 2014 to 2015

University of Minnesota – Twin Cities

● Providing comprehensive help desk support for all users and service requests related to university-supported hardware, software, network connectivity and application support via phone and remote assistance for Mac and PC.

● Responsible for support and maintaining user Active Directory account information including rights, security and system groups as well as Exchange accounts and authentication methods.

● Working efficiently with Deployment and Configuration group to implement, test and rollout new patch releases.

● Fast-track escalations, identifying trends, and developing action plans to mitigate issues; meeting set operational and service level agreements (SLAs) with our customers and partners. Network Analyst, Level II, 2013 to 2014

IBM - Best Buy, Inc. Corporate – Richfield

● Monitoring networking maintenance activities and escalating issues promptly during production hours.

● Configuring ports and switches, as well as wiping servers remotely via Deployment Operations Application.

● Assisting deployment engineers with system configuration, data migration, installs, and hardware relocations.

● Managing the planning and scheduling the installations of new or modified hardware and software.

● Preparing network diagrams while analyzing and tracking network related matters of significance. System Support Specialist, 2011 to 2013

University of Minnesota – Duluth

• Regularly provided efficient 1st and 2nd tier end-user technical support over the phone and in-person.

• Conducting remote diagnostics to troubleshoot and resolve network and application issues.

• Diagnosing software-hardware issues, responding quickly, clearly, and resourcefully.

• Managing numerous installations, upgrades and deployments for Windows and Mac-based networks

• Running set up and maintenance of all A/V equipment for large scheduled lectures and events. Technical Floor Director, 2010 to 2013

PBS/WDSE – Public Television – Duluth

• Adhering to high level of service ethics, assisting with production planning and consulting on logistics.

• Maintaining professionalism, ensuring proper placement of crew and timing during live recordings.

• Providing technical support to A/V equipment as needed during live broadcasts.

• Delivering superior technical support services as the critical link from control room to station staff.

• Improving overall throughput through staff training and overall supervision. EDUCATION, CERTIFICATIONS AND TRAINING

CCNA Security, Expected December 2018

CompTIA Security +, November 2018

CCNA R&S, September 2018

CCENT, September 2018

Kepner-Tregoe Critical Thinking, March 2017

CompTIA A+, May 2016

Per Scholas, Atlanta, GA

IT-Ready Training, April 2016

University of Minnesota, Duluth

Bachelor of Fine Arts, May 2013

Emphasis: Digital Art & Photography

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