Customer Service Engineering
Resume:
ALBERT J. BROWN
E-mail: **********@*****.***
Phone: 919-***-****
Raleigh, NC 27616
PROFESSIONAL SKILLS
Experienced Computer Network Admin and Designer with creative input
identifying and designing; effective solutions to meet the current and
planned future expectations of business.
. Computer Engineering Technology, Network Engineering Technology;
Industrial Technology.
. Created, managed and maintained Active Directory OUs for users and
groups.
. WAN/LAN troubleshooting/problem solving.
. Advance Understanding of Cisco Wireless Access Points on a LAN.
. Telecom both Analog and VOIP troubleshooting.
. Video conferencing configuration and setup using Polycom, Tandberg
systems.
. Understanding of CISCO routing and routing protocols.
. Understanding of Windows Server 2003 Network Load Balancing.
. Technologies monitored and managed include routers, switches, DNS,
DHCP, and Content Servers.
. Provided disaster recovery using Apple Xserve RAID mass storage and
Differential Tape Backups.
EXPERIENCE
3M Corporation, Pittsboro, NC
08 2011 - 11 2014 IT ANALYST II
Managed a LAN trouble shoot network connection issues, and controlled
maintenance on 20 separate serves upgraded Configured Raid 1 through Raid 6
configurations and replaced as needed when out of warranty. Configured and
Installed VOIP Cisco Phone system. Monitored and installed Cisco Wireless
Access Points. Managed and configured Microsoft Windows 7 SP1, Windows 8,
Windows 8.1, Windows Server 2008 SP2, Windows Server 2008 R2 SP1, Windows
Server 2012 and Windows Server 2012 R2 on a daily basis. Created, managed
and maintained Active Directory OUs for users and groups. Created and
reset passwords, disabled or enable accounts, applied Group Policy settings
to OUs on File and Print Servers for proper user access through each
applicable Domain Controller. Remotely deployed MS Windows Server 2008 sp1
and 2012 R2 operating systems over the domain network. Managed and
maintained MS SQL databases. Assisted in the use of Six Sigma to improve
the quality of process outputs by identifying and removing the causes of
defects (errors) and minimizing variability in manufacturing and business
processes and corresponding ITIL.
Supported End Users with Desktop support and remote desktop support for
their personal work computers configured and replaced when they were at End
Of Life mainly using Microsoft Windows 7 and Microsoft Office Products .
Set up TCP/IP camera system on the network. Managed and maintained 50 to
100 Network Laser Printers. Created multiple corporate wide IT
documentation on technical procedures such for disaster recovery through
the backup plan know as Service Continuity Plan. Also documented work flow
using ITSM by Hewlett Packard and Remedy ticketing systems.
Duke University Medical Center Durham, NC
04-2010 - 08- 2011 IT ANALYST:
Support Higher Education Network infrastructure using Microsoft Server 2003
on a domain and Active Directory database. Configured and troubleshooter
for TCP/IP network Setup and Configured Polycom video conferencing for end
users.
Provided Help Desk support to end Users by walking them through basic setup
procedures of software installs, Printer installs, Anti virus installs and
updates over the phone and using DameWare Mini Remote Control. Edited and
modified Control-M jobs. Desktop Support to end User has been multifaceted
and very rewarding from helping End User trouble shoot why they could not
get a display on there Desktop Monitor connected to there docking station
and laptop, by plugging in the power cord to there LCD monitor connected to
there docking station after it was accidentally removed by them before a
lunch break; too setting up a end User's VPN account on the company's
network. I helped customers by replacing defective hardware (Hard drives,
DVD drives, video cards, Wireless adapter cards LCD screens and of course
Memory)on desktops and laptops mostly Dell and HP computers. Troubleshoot
network connection problems; network printing problems. I also worked on
clients desktop machines and or laptops configuring them for the companies
Domain access and VPN accounts for remote users. Setup and synchronize
Blackberry Phones with the customers Microsoft Exchange/Outlook accounts.
TECHNOLOGY II Raleigh, NC
06-2004 - 10-2010 IT/IM ANALYST:
Support Network infrastructure using Microsoft Server 2003 on a domain and
Active Directory database. Configured and troubleshooter for TCP/IP
network. Managed File, Print and Production servers, Monitored Quality and
Development servers for customer. Supported MS Exchange server database,
Outlook Mail and other Microsoft Office products. Support tools were
Remedy, Service Desk and Digital workflow helpdesk software applications to
support customer issues to create and close helpdesk tickets within SLA
time.
Complete installation and verification testing of CISCO VOIP functionality
from end to end; before handing off to Network Manager. Supported companies
Network infrastructure using Microsoft Server 2003 on a domain and Active
Directory database. Configured and troubleshooted TCP/IP network. Managed
File and Print servers, Production servers, Quality and Development servers
for customer. Supported MS Outlook Mail Server and other Microsoft Office
products. While Using Remedy, Service Desk and Digital workflow helpdesk
software applications to support customer issues to create and close
helpdesk tickets within SLA time. This position also allowed me to support
Cisco routers and switches through basic configuration and configuration
changes specific to their network. Supported network Laser Printers
throughout the company through troubleshooting and hands on maintenance.
Also installed and supported Macintosh OS X Tiger and Snow Leopard
computers. Have extensive experience configuring and using the Polycom
video and voice conferencing systems for clients. Setup and configured
GoToMeeting software for end users to conduct online meetings. Have setup
DLP/LCD projectors and audio amplifiers with wireless microphones used by
presenters and assisted with their audio visual presentations in meetings
and the classroom.
Preferred Provider Network member for Pomeroy/SFI AUS Information Systems,
TekConnect, and Granite Telecommunications. A+ Certification, CISCO CCNA,
DELL Systems Expert and Professional Customer Service Certifications. IT
management in the area of network performance and security devices.
Installed POS systems for companies such as Rite Aid, CVS and Car Quest
stores.
Granville County School System, Oxford, NC.
08-1994 - 05-2004 TEACHER: COMPUTER ENGINEERING TECHNOLOGY AND NETWORK
ENGINEERING TECHNOLOGY CAREER DEVELOPMENT PLANNING
Directed Students in designing and configuring various types of networks
including LAN's, MAN's, WAN's and VPN's in a lab environment. Develop
Student skills and knowledge to take the A+ Certification Exam and As a
Cisco Networking Academy Instructor taught networking for CISCO CCNA Exam,
also preparing students for future career trends in the computer and
networking industry.
Spartanburg Community College, Spartanburg, SC
01-1990 - 05-1992 COLLEGE INSTRUCTOR: ENGINEERING AND INDUSTRIAL TECHNOLOGY
Instruct, supervise, and counsel students in achieving their post-secondary
educational and career goals. Teaching assignments were in the Engineering
and Industrial Technology Divisions Primary responsibilities were to
Develop course goals; objectives and teach quality courses based around the
leading edge technology and Quality standards used in industry. These
objectives were accomplished through Computer Aided Design & SPC
techniques, electrical principles, integrated circuits, and transistors.
Teledyne Brown Engineering, PA
01-1989 - 01-1990 SUB-CONTRACTOR
Assignments consisted of Supplier Quality Engineer; Setup quarterly
schedules, to create and perform audits and surveys, prepare weekly status
reports. Assure vendor met contractual agreements. Review, approve, and
witness final acceptance test for NASA Space Program contracted with
Teledyne Brown Engineering.
Other contracts with PATCO, Siemens Communications and Arrow Steel Products
Corp.
General Electric Company Space Systems Division, Philadelphia, PA.
09-1983 -12-1988 AREA QUALITY ASSURANCE REPRESENTATIVE
Investigated discrepancies, determine cause and corrective action. Follow-
up and investigate open items, disposition all discrepant materials. Review
and approve rework plans. Provided technical guidance for manufacturing
operations and training. Performed shop audits. Customer interface for
rework planning, reviewed accepted waivers and customer reported defects.
08-1981- 09-1983 ELECTRICAL DESIGNER
Generated information on CAD systems. Assisted in establishing techniques
and procedures for the production of printed circuit board
design/fabrication and console panels for test equip.
Education:
Christopher Newport University Newport News, Virginia 23606
Master Degree Program
(Less then 10 hours from completion)
North Carolina A&T State University Greensboro, North Carolina 27411
Bachelor of Science Degree Industrial Technology Minor: Mass Media
Communication
Professional Awards and Activities:
Who's who among America's Teachers, Class A Teaching Certification, Member
of Professional Educators of North Carolina, A+ Computer Engineering and
Cisco Certified Network Instructor. Advisory Board of Technology Student
Association, American Society of Quality Control Engineers, previous
member of the Material Review Board for NASA Space Program.
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