Desktop Support Technician
Resume:
Sha’Lina “Toni” Brown 516-***-**** • *
Sha’Lina “Toni” Brown
Brooklyn, NY 11233
**********.*****@*****.***
CAREER SUMMARY:
I have prided myself over the years to develop and provide excellent customer service. I have been the go to person to interact with and gain the respect of even the customers with multifaceted personalities and perform in a professional manner. I have impeccable oral and written communication skills with strong attention to detail; I handle multiple tasks under high pressure in deadline-oriented environments to meet challenging goals and generate productivity. I am a great team player with a passion for excellence, always striving for an error-free work through and continuous improvement, I am organized, dependable and can work independently. I follow through and commit.
Social Media;
Snapchat
Operating Systems;
Windows 2000, XP, Vista, 7, 8 and 10
Microsoft Server 2003, 2007, 2010 and 2012, Exchange Server 2007 and 2012
Mac OSX
Applications;
Microsoft Office 2003, 2007, 2010, 2013, and 2016 Office 365, Skype for Business, SharePoint Admin, Intune Admin, Cloud Migration, Adobe Professional, Active Directory, Web servers, Symantec, McAfee, Visual Studio 2005/2008, Adobe Photoshop, Illustrator Ticketing/ CRM; Salesforce, Microsoft CRM, Quark, iLife Suite, Mac Mail, Alloy Navigator 5/6 (ticketing and auditing software)
Web editing; HTML, WYSIWYG
Database; Access, ACT!, SQL
Browsers; Microsoft Edge, Internet Explorer 11, Firefox, Safari, Chrome Remote Support Application; TeamViewer, Microsoft Quick Assist, Citrix (GoToAssist, GoToMeeting, GoToMyPC, GoToWebinar), Remote Desktop, LogMeIn, Join.me, Bomgar, Dell SonicWall VPN and Cisco VPN Network Protocol; TCP/IP, SSH, Telnet, FTP, SFTP, NTP, Bluetooth, POP, IMAP, Wifi
(https://en.wikipedia.org/wiki/Lists_of_network_protocols) Hardware;
Servers; HP, Dell, IBM
PC/ Laptops/ MAC; Dell, IBM/Lenovo, HP and ThinClient PC’s, MacBooks and iMAC, Windows and Asus
Printers; HP, Dell, Toshiba, Brother, Ricoh, Plotter, Canon and Lexmark printers
Audio/Video equipment, Video game consoles (Xbox, PS3, Wii), a variety of smart TV's, projectors, audio and video receivers and speakers
Mobile Devices; Samsung, Motorola, iPhone, Blackberry, Windows/Nokia and a variety of tablets to include iPad, Samsung, Droid and Windows
EXPERIENCE:
07/07-Present: LiveOn NY, New York, NY
Information Technology Support Specialist
In-house consultant, researching alternate approaches to existing software and hardware operations when standardized approaches cannot be applied
Sha’Lina “Toni” Brown 516-***-**** • 2
Primary point of contact for technical issues (Tier 3 support) for 200+ users, investigating, troubleshooting and resolving major and minor hardware and software failures
Provide technical support and training to physicians, staff and clients
Brainstorm with colleagues to research recurring issues and find solutions. Request users experiencing recurring issues to participate in meetings and teleconferences, sometimes using diagnostic software, with the aim of resolving the problem.
Liaise with programmers to explain software errors or to recommend software changes.
Regularly read trade magazines and attend computer trade shows to keep abreast of changes in the technology industry.
Perform quality assurance testing for software and hardware to evaluate ease of use and whether product will enhance the workflow of end users.
Website maintenance using HTML. (www.liveonny.org)
Write software and hardware evaluations, as well as recommendations for management review.
Write and revise user training manuals.
Develop training materials, such as exercises and presentations. Conduct deskside software and hardware training as well as in a classroom setting. Also recommend external vendors for software training.
11/14-Present: Ladies Who Hoop, New York, NY (www.ladieswhohoop.com) Director of Brand Expansion
Oversee Marketing Initiatives
Supervise and curate social media presence for marketing campaigns
Generate feedback and membership through Meetup.com
Expand event portfolio in North America through establishment and expansion of Peer-to-Peer interaction programs, business-to-business, and executive education conferences and events for the Non-Profit, NYC Schools, Sports Media and other industries.
Documented network changes with network administrator.
Create and processes quotes for Brand Merch for our Teams, Admins and Events
Improve overall brand awareness in the North America region through execution of strategic planning initiatives, events, and training programs for Adults and Children C-level executives across the community
Provided support and guidance within the organization’s Board of Directors initiatives
Provided end-user assistance when needed for Membership, Sponsorships, Donations and Community Service (in-person, Social media, telephone/text or via email) in a timely manner. EDUCATION:
12/2008-05/2013 DeVry University, Paramus, NJ (B.A.) Technical Management/Computer Information Systems
Graduation date: May 2013
12/2011 Ace Institute of Technology, NY, NY
CompTIA A+ Cert
1/2002-12/2005 New York City Technical College, Brooklyn, NY Completed courses in Graphic Design
ORGANIZATIONS:
Ladies Who Hoop NYC- Director of Brand Expansion, Board Member (Treasure) Member of Gamma Epsilon Tau – International Graphic Arts Honor Society (NYCTC) Member of Craftsman International Club (NYCTC)
REFERENCES: Available upon request.
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