JAMES A. BROWN

***** ******* *****

Santa Clarita, CA. 91351

Cell 909-***-****

ad3rbv@r.postjobfree.com

Professional Summary

Accomplished IT professional with proven ability to learn new systems and processes and adopt to changing environments with ease. Strong track record in computer and network support functions across multiple industries. Hardworking team player, who pays attention to detail and committed to delivering excellent results.

EDUCATION

University of Phoenix-Information Technology

Coastline Community College

Computer Networking Program - Certificate of Achievement-1999

CERTIFICATIONS

Microsoft Certified Systems Engineer (MCSE), Microsoft Certified Professional (MCP)

PROFESSIONAL QUALIFICATIONS

Twenty plus years of computer network administrator and engineering experience. Network and server monitoring, installing and maintaining Windows 10 and 11, creating users and groups in Active Directory and installing other applications. Microsoft Exchange 2003/2007/0365, Azure, SQL Server and Microsoft Office 0365 Suite. Able to configure and troubleshoot TCP/IP, DNS, DHCP setup VPN and RDP connections, Exchange and 0365 email setup, server and PC hardware/software maintenance and support, LAN/WAN setup and support, Wireless LAN setup, IP Phone setup.

PROFESSIONAL EXPERIENCE

IT Service Desk Manager/Service Delivery Manager

6/19/2017 – 9/15/2023 - Strategic Service Solutions

Manage Service Desk for customer (Yusen Terminals LLC). Ensure all IT support requests are responded to and resolved in a timely manner in accordance with SLAs, monitor Manage Engine Service Desk Plus ticketing system, create tickets and change request and get approvals, close change request and tickets upon completion. Manage service desk technicians and onsite IT technicians and assist them with troubleshooting and resolving computer, network and systems issues. Ensure systems and network engineers complete all tasks and projects requested by the customer. Run weekly and monthly reports for the customer. Utilized Manage Engine Service Desk Plus ticketing system, Endpoint Central, Global Protect VPN, Windows 10/11, MS Office Suite, Adobe Acrobat, Active Directory, 0365 Admin Center and proprietary applications. Averaged 25 to 30 ticket request per day.

Field Engineer/IT Manager

11/15/2015 – 6/10/2017 - Everport Terminal Services

Performed IT technical support, including troubleshooting and fixing issues on Windows 2000/2003/2008 servers and Microsoft Exchange 2007. I monitored server and network activity and follow through on problems to resolve the issues and monitor daily systems backups, configured, setup and install routers, switches, IP Phones, PC’s and network printers. Perform hardware and software support, install and maintain Windows 10 and 11, MS Office 0365 and other software. The last year there I was promoted to the onsite IT manager. Utilized Windows 10, MS Office Suite, Adobe Acrobat, Active Directory and proprietary applications. Averaged 25 to 30 ticket request per day.

Field Engineer/Service Delivery Analyst

07/07/72010 –11/10/2015 - Ports America

Performed IT technical support, including troubleshooting and fixing issues on Windows 2000/2003/2008 servers and Microsoft Exchange 2007. I monitored server and network activity and follow through on problems to resolve the issues and monitor daily systems backups, configured, setup and install routers, switches, IP Phones, PC’s and network printers. Perform hardware and software support, install and maintain Windows XP/7, MS Office2007/2010 and other software.

Utilized Windows 7/10, MS Office Suite, Adobe Acrobat, Active Directory and proprietary applications.

Averaged 25 to 30 ticket request per day.

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