Damion Brown

Qualifications: Solutions-focused, team oriented Technical Support Analyst with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support.

Skills:

Management Encompass MDM Administration

Veeam Amazon AWS Wireless Application

Service Now VMware vSphere Citrix/VPN Portal

Employment:

Cavco Industries System Administrator III

Phoenix, AZ Responsible for the maintenance, configuration, and reliable operation of computer systems,

7/20 – Current network servers, and virtualization. Perform installations, upgrades, and troubleshooting for 1500+ users and over 1700 devices, including laptops, desktops, printers, and tablet devices using endpoint Central MDM environment. Install software, manage virtual servers, and integrate automation processes. Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues. Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure. Perform or delegate regular backup operations in Veeam and implement appropriate processes for data protection, disaster recovery, and failover procedures. Lead desktop and helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions. Responsible for capacity, storage planning, cloud storage in AWS, and database performance.

Bang Energy Manager, End User Computing Services

Phoenix, AZ Reporting to the Director of Infrastructure & Technology Services. Responsible for overseeing the

1/20 – 6/20 team responsible for the company’s end-user devices. Escalating support tickets to the correct tier

Class and maintain/update Active Directory, Office 365 suite, and assist with procuring laptops, desktops, IMac pro, MacBook pro, and iPhones for deployment. Managing a team focused on IT Support for the organization. Create SOP’s for Hardware, software and processes and assist with team and group projects as needed.

LoanCare Servicing Application Support Supervisor

Chandler, AZ Works with the Helpdesk, Development, Infrastructure, and Operations team to identify and resolve

5/16 – 1/20 Knowledge of Encompass functionality. Monitor Encompass version updates and address system configuration updates when needed. Supported over one hundred proprietary applications ranging from mobile payment, banking, and loan processing. Provided on call production support for the database and application issues.

Serve as technical owner of the loan origination system, ensure changes are implemented

Lead the process for creating new Encompass functions/capabilities.

Provide support for the testing and QA of new and existing items under development.

Handled various SQL administration tickets through Service Now

LoanCare Servicing IT Support Analyst II

Virginia Beach, VA Provided Tier 2 support for both phone and site customer support to reduce end user down time.

7/14 – 5/16 Worked trouble tickets via telephone/email.

Managed Video/Audio Conference rooms which included three remote sites.

Maintain and administer computer networks and related computing environment.

Create user accounts in Active Directory and all supporting applications

Ability to provide after-hours support on a rotational “on-call” basis and to work “off-hours” as needed. Plan, coordinate, and implement network security measures to protect data, software, and hardware.

Adecco Migration Technician (Contractor)

Chesapeake, VA Migrated sites for company Windows 7 Rollout. Integrated 100 systems with document scanner and

04/13 – 05/14 Network Printers. Tracked and document asset tags and serial numbers of deployed PC’s. Decrypt laptops for deployment. Installed memory and upgraded monitors. Staged old PC’s for disposal.

In addition to maintaining the content of the technical information databases used by the Support Center for standard operational and management reporting needs. I provided technical training to clients and Support Center personnel and handled various project responsibilities.

CVS Caremark Information Technology Consultant

Scottsdale, AZ Desktop Support and PC break/fix technician with call center experience that supported

10/07 – 02/13 internal/external. Resolving helpdesk incidents tickets in a healthcare environment.

Administrator over BES Server and Exchange SPAM server.

Worked with System administrators with rollouts, network builds, equipment management,

VM Servers that require patches/software updates over RMS. Managed VOIP phone system.

KBI documentation, including department policies and procedures, Department notifications, Web content, and ITS alerts. Troubleshooting Citrix VPN access and company wireless issues.

O’Melveny & Myers Senior Support Analyst

Los Angeles, CA First tier Desktop support and troubleshooting of application, network and hardware issues.

9/04 – 7/07 Resolution is provided over the phone and through Microsoft SMS. Use Active Directory for account management and software publishing. Blackberry (BES) management support for users’ accounts. Troubleshooting of Windows XP, Mac OS X, and understanding of Citrix, Portal, VPN, iPass, SMS and wireless networking. Proficient knowledge of law firm applications includes Microsoft Office 2007 suite, Docs Open, Docs Unplugged, Delta View. Cisco IP telephony 7690 support using Cisco Call Manager 7.0. Configure and setup of IP phones extensions, users, voice mail, and re-route extensions. Setup and Maintain Video Conferencing Polycom equipment.

Monitoring issues using Magic ticketing system.

Tetra Tech, Inc. Network Administrator

Pasadena, CA Desktop Support of Two-hundred end users with Windows XP/2000/NT OS platforms.

1/04-9/04 Administration on Blackberry BES Servers and Mobile Communication Network re-imaging for company migrations, application support, and off-site support

Break-fix and hardware upgrades on Portable Laptops and Workstations

Software installation of lotus Notes and Microsoft office applications suites.

Configuring of VPN Client, iPass, Cisco switches, TCP/IP, VOIP, and dial-up configurations.

Cisco 802.11solutions with Duo Core laptops for wireless networking environment. Network-to-desktop computer teleology integration using Cisco VOIP phones.

Repaired and troubleshot issues in a timely manner for customer satisfaction.

Education: American Intercontinental University

Bachelor’s degree in business management

Certifications:

A+ Certification

Security + Certification

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