BRIAN HART BROWN e-mail: ad3j0z@r.postjobfree.com

Mill Valley, CA 94941 www.linkedin.com/in/brianhbrown Cell: 916-***-****

HARDWARE/SOFTWARE SUPPORT PROFESSIONAL

…, with extensive experience providing solutions to end users and management, where reliable PC hardware/software support and network client administration are essential ingredients in the smooth function of daily business, has a successful history promoting and building an IT service, resulting in enhanced business productivity and greater efficiency and profitability.

TECHNICAL EXPERTISE

HARDWARE- IBM-PC, Building, configuring, upgrading and troubleshooting PC platforms, Mac, Mac Servers and workstations - Windows, Macintosh and Novell topologies.

SOFTWARE- Operating Systems: Windows- all through 11, Linux, Mac OSX10.14; VMWare, VBox, Fusion.

Networks:

Windows Server 2003 - 2016; Novell NetWare 4.11.

Network Admin.:

Meraki Dashboard, SCCM, Active Directory, Exchange; MS 365 Admin Center; Acronis, router and VPN.

Database:

SQL Query language, Crystal Reports; ODBC, links and troubleshooting.

Cloud Admin.:

Okta, SCCM Client Center.

Office Suites:

All versions of MS Office to date, O365, Libre/Open Office.

Antivirus:

Carbon Black, McAfee, Malwarebytes, Trend, Computer Associates.

Call Center:

NICE, Exony and Extension Mobility systems and support.

Cisco Agent Desktop, IP Communicator; Verint Impact 360, Forecasting and Scheduling, Desktop & Process Analytics WFM.

Call Ticket logs:

ServiceNow, Salesforce, HEAT, Remedy, and McAfee Helpdesk.

Mobile Devices

iPad, iPhone, MacBook Pro, Android tablet and phone; Myfi wireless hub.

Training CompTIA

A+, N+

/Certs HP

HP Accredited Platform Specialist - Workstations, Notebooks, ProLiant Servers.

Lenovo

Bench testing and repair of all internal components.

Dell

WPD Certified Technician - PCs, Servers, Laptops and LaserJet printers.

McAfee

Antivirus security software, malware appliances.

EXPERIENCE SUMMARY

Medtronic, Santa Rosa, CA April 2021 – October 2021

Manufacturing Lab Support Specialist (Infotree)

Providing hardware support to the lab’s engineers for lab PCs and peripherals, including problem determination, resolution, and escalation.

Performing resolution and tracking of incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures.

Use Active Directory to create and manage computers and user accounts for resource access and policy compliance.

Performing security administration functions for user access, data access, and remote access.

Maintain computer update schedule and upgrade to Windows 10.

Work with vendors to install and maintain manufacturing peripheral diagnostic and monitoring tools and appliances.

Ultragenyx Pharmaceuticals, Novato, Ca January 2018 – January 2021

Deskside Support Specialist (Taos)

Providing deskside support to the client’s end users including problem determination, resolution, and escalation.

Managing high-severity and priority incidents from identification to resolution.

Working with other IT support groups to identify problems and restore services.

BRIAN HART BROWN www.linkedin.com/in/brianhbrown page two

Working with executive level staff and end users as their primary deskside support, via online helpdesk system, telephone and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals.

Performing resolution and tracking of incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures.

Use Active Directory, Exchange and MS 365 for creating and modifying user accounts and mailboxes, assigning Group Policy and application deployment.

Performing security administration functions for user access, data access, and remote access.

Support Lab instrument peripherals. Perform Acronis backup configuration on Lab instrument PCs.

Idexx Laboratories, Sacramento, California Area September 2016 to January 2018

IT Application Analyst – Remote/Lab Assignment (NTT DATA)

Part of a team of seven supporting over 80 veterinarian laboratories and their clients worldwide. Monitoring and administrating data reporting from analytical laboratories enabling efficiency and accurate delivery of results.

Proactive identification, triaging and correcting of production issues.

Assess technical requirements of lab requests and execute.

Participate on systems development/upgrade/enhancement project teams, providing input and feedback on the lab user experience and assist with communications and validations after system outages. (Scheduled and unscheduled)

Assist the development team with testing reported production related defects, stability improvements, and monitoring capabilities.

Perform master data work to augment existing lab’s functionalities and new enhancement features.

Remote and onsite support of instruments, data collection and distribution and accessory scanners and printers.

Database correction of master data and record corruption, via direct input, configuration changes and query-based fault investigation. Database testing and updating in several environments.

Advanced Service Now administration/utilization.

Accenture, CalHEERS Covered California, Sacramento, CA August 2015 to September 2016

Operations Analyst - Nice Administration/Provisioning, troubleshooting, reporting. (CGI)

Call Center application administration/agent account provisioning – IEX, Exony, Cisco Extension Mobility

Server health monitoring and daily report publication; part of critical response team.

Provide system administration, technical support, monitoring and capacity reporting for NICE, IEX and Exony Call Center technologies.

Provide oversight and emergency response coverage to maintain a >1800 agent call center maintaining a >99% voice and screen recording capture rate. Administer Cisco switch resets for four call centers.

Generate vendor ticket requests and help trouble shoot server issues with the software on behalf of the client. Support developers and administration staff managing accounts, hardware and network access. .

REALOGY/COLDWELL BANKER, Sacramento, CA April to June 2015

System Administrator/ DESKTOP SUPPORT TECHNICIAN (Insight Global)

SUTTER HEALTHCARE, Roseville, CA November 2014 to February 2015 Electronic Records Deployment SUPPORT TECHNICIAN (Randstad)

VISION SERVICE PLAN, Rancho Cordova, CA September to November 2014 DESKTOP SUPPORT TECHNICIAN (CompuCom)

VISION SERVICE PLAN, Global Technology Services, Rancho Cordova, CA February 2008 to September 2014

DESKTOP SUPPORT TECHNICIAN –

WESTERN BLUE CORPORATION, Sacramento, CA April 2005 to January 2008 SYSTEMS ENGINEER - Managed Services November 2007 to January 2008

HELPDESK COORDINATOR April 2005 to November 2007

EDUCATION / TRAINING

Exam Force, Sacramento, CA Microsoft Desktop Support Technician MCDST Course

American River College, Sacramento, CA Algorithm Design/Problem Solving; CompTIA A+, N+

New Horizons Computer Learning Center, Walnut Creek, CA: Novell CNE Track Courses

University of Texas of the Permian Basin, Odessa, TX Graduate work in Geology

California State University, Chico, CA Bachelor’s Degree in Geology

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