Customer Service Microsoft Office
Resume:
Lashunda A. Brown
**********@*******.***
https://www.linkedin.com/in/lashunda-brown-09250835
I’m a profound and experienced professional with an emergent IT background. I’ve been in the IT field over 7 years. With demonstrated success in information technology in support of security and network infrastructure I am quick to grasp new ideas, concepts, and to develop innovative and creative solutions to problems. I am able to work diligently on my own initiative and can exhibit the high levels of motivation required to meet the constricted deadlines.
Active Secret Security Clearance
Summary of Qualifications:
CompTIA Security +
CompTIA Net + certified
MCP Windows 7 certified
CCNA
MCSE
CASP
Professional Experience
Senior Help Desk Technician II
General Dynamics Information Technology, Al Dafra AB, UAE- August 2016-Present
Promptly resolve customer service issues and requests. Test and troubleshoot client equipment remotely and on-site. Update and install software on client systems. Maximize performance of equipment with software and hardware repairs and updates. Research and coordinate with technical resources for complex issues. Replace hardware that is malfunctioning in order to improve performance.
Systems Administrator I
CACI Technologies, Inc., Camp Arifjan, Kuwait- November 2015-July 2016
Serve as System Administrator, providing technical assistance and IT enterprise-level support of 24/7 operations for CJTF-OIR. Oversee Microsoft Server-based systems and applications, including software installation, configuration, and maintenance of user accounts, registration, and computer functionality. On a daily basis, perform administration, testing, troubleshooting, diagnoses, and problem resolution of communications applications, as well as Command Post of The Future (CPOF), IA server, electronic mail, printing services, file sharing and storage services, backup services, and Active Directory. Improved incident response times by providing technical assistance of all assigned projects, including desktop/server and software application support in system configuration management, software and firmware maintenance. Mitigated risk by performing account management, detection, analyses, and resolution of problems associated with operating systems, hardware, and software applications. Directly contributed to management best practices by developing and maintaining operating systems documentation and procedures manuals.
ADPE Technician I
Vectrus, Kabul, Afghanistan- February 2015-November 2015
Develop and maintain problem tracking and resolution databases in addition to operating and maintaining complex information systems in support of both United States Forces and Worldwide Forces. Responsible for performing Tier II troubleshooting on Classified, Unclassified, and NATO DOD equipment. Provide technical and training input for development of training proposals such as creating user Account and Mailboxes (Using Active Directory and exchange 2010 program). Responsible for providing key government personnel with policy coordination and interpretation support, general information security support, and assisting with the development and implementation of a defensive security program that protects information systems. Maintain, operate, and upgrade all Automation Data Processing Equipment (ADPE), currently consisting of servers, PC systems (CPU, monitor, keyboard, mouse), laptops, printers, DSN phones, and small peripheral items (KVM switches, CAC readers, etc). Creates distribution list, security groups, organizational mailbox, organization units and shared folders. Responsible for both classified and unclassified computer system stability through the use of DoD-approved, government-furnished operating systems and software
Technical Support Specialist
Indus Corporation Inc. /Triple I- 2010-November 2014
AFNETOPS Enterprise Service Desk (ESD)
Support and serve IT/admin roles; configure, install and update hardware and software for all workstations while creating a standard image utilizing imaging software. Provide prompt and courteous customer service; Provide end-user, Client Support Admin (CSA) and Network Computer Center (NCC) phone support. Experience with Active Directory; Experience with Directory, Resource, Administration (DRA). Create, modify, move and assign mailboxes Provide hardware and software application upgrades and enhancements to end-user workstations and laptops, configure user profiles and permissions. Create, modify, move, delete and restore distribution lists. Installation and configuration of third-party tools including antivirus software (NAV), backup and systems management software. Experience with Remedy trouble ticketing. Provide user orientation on desktop hardware and software. Analytical/technical troubleshooting skills in hardware and software. Microsoft Office/Windows XP/Vista Pro operating systems knowledge. Experience adding software patches and vendor supplied service packs. Coaches and provides standard operating procedures (SOP) and additional technical assistance. Efficient in a fast-paced competitive environment. Experience troubleshooting hardware, software and network connectivity issues. Remotely diagnostics and troubleshooting client workstations. Experience with the Air Force Portal, and Security Forces Management Information.
Technical Help Desk Specialist
HP, Montgomery, AL- 2009-2010
The Help Desk agent is responsible for the delivery of outstanding customer service. The primary function is to answer inbound communications (phone calls, emails and web chat) from individuals regarding questions/problems in accessing and navigating various web sites and documenting the issues appropriately.
Computer Skills:
Microsoft Windows Vista Microsoft Windows XP
Microsoft Windows 7 Microsoft Office 2003
Microsoft Office 2010 Resource Management
Strategic Management Strategic Planning
Active Directory Citrix
Remote Assistance Remote Desktop
Blackberry Enterprise Services (BES) AFNet DRA
Bomgar Representative Console Authentication Services
Oracle Security Administration
Technology Deployment Computer Programming
NIPRNet (Non Classified Internet Protocol) SIPR-REL
SIPRNet (Secure Internet Protocol Router Network) CPN-X/TNE
Unix/Linux Coalition /NATO Support
Dameware Support Software BICES
Education:
MHA-- Health Administration -- Phoenix University Online- 2013
BS – Business Management – Athens State University, Athens, Alabama- 2006
AAS – Applied in Science – Wallace Community College, Selma, Alabama- 2005
Diploma – Radio-Repairer/Communications – U. S. Army, Fort Gordon, GA- 2000
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