Engineer Help Desk

Kelsey Brown

******.*.*****@*******.*** 832-***-**** Houston

Professional Objective

Serve as a long-term human asset, utilizing my engineering knowledge and work experiences.

Professional Qualifications

-Eight years professional engineering testing, designing, installing, and preventative maintenance

-Self motivated, results-oriented, problem solver who meets or exceeds goals within deadlines

-Team builder- professional ability to work with anyone, fast learning, adapt flexibly to change

-Project Coordination, Troubleshooting/ Configuration, Business Continuity, Inventory Control

Professional Education

B.S. in Electronics Engineering Texas Tech University, Lubbock, TX August 2010

Professional Experience

BECKMAN COULTER – Biomedical Field Engineer – Miami, FL; Houston, TX (6/2011 to

2/2013)

Transferred data from old PCs to modify and upgrade at the user level. Provided help desk support from

lockouts, mobile deployment through PDAs to software installation and password resets for remote users

running Windows 7 Professional through oracle.

Monitored NOC tickets and perform pre-determined maintenance tasks at the server level

Implemented and supported Windows 7 Pro, Office 2003-2013, Outlook w/Exchange 2003-2010,

Terminal Services, Server 2003 to 2008 (systems administration) NT Backup, Symantec, Backup

Exec, PC hardware

Supported Microsoft Dynamics CRM / NAV, Fortinet products, Sonicwall products, BES,

SharePoint, recent Lotus Notes versions.

BEST BUY, INC. – Team Lead/Geek Squad Agent – Lubbock, TX; Houston, TX (7/2006 to

7/2012)

Installed hardware, repaired software, transferred data, modified and upgraded at the End-User Level

Supervised and scheduled a team of 7 agents for client appointments to troubleshoot, repair equipment and

suggest technology solutions for retail and business customers.

Recorded and track customer information on inquiries, problems, and/or requests utilizing the

work management / ticketing system

Resolved client expectations and provided training to educate users

Kelsey Brown

TEXAS TECH UNIVERSITY – Help Desk Assistant – Lubbock, TX; (1/2004 to 10/2006)

Provided first line support for customer inquiries, problems - including web portal service

Help Desk for PC hardware support, troubleshooting, configuration, Windows XP / Vista

operating system support, Data Backup, Virus Eradication,

Ensured Service Level Agreements (SLAs), open tickets and generate reports are completed daily.

Prioritized help desk tickets and assign resources when escalation is required

Maintained documentation on client networks, create new documentation where necessary

Key Competencies

Project Coordination Troubleshooting Inventory Control

Certifications: CompTIA A+, FCC

Systems: UNIX, LINUX, Windows 9X/NT/2000/XP/VISTA/7/8, Mac OS

Databases: ACCESS, Oracle, ADB2, Amdocs, Lotus Notes, SAP

Languages: Visual Basic, C, C++, Java, Assembly (PLC)

Software: MS Office, MS Project, Visio, Adobe, MATLAB, Auto Cad, NI Labview,

PSpice

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