JAMES R. BROWN

Houston, TX ***** 314-***-**** ad3vkr@r.postjobfree.com

PROFESSIONAL SUMMARY

Dedicated IT professional with over 10 years of experience. Searching for new opportunities in the Healthcare and Technology industry, seeking a Help Desk or Desktop Support role. SKILLS

Excellent communication and

interpersonal skills

• • Problem solving and analytics Unix, Citrix, VPN, Active Directory, Microsoft Office 365

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• Windows, and Service Now • Ability To Troubleshoot • Problem-Solving Skills

• Safety Regulations • Documenting • Computer Troubleshooting EXPERIENCE

IT Support Technician April 2023 - November 2023

MD Anderson Cancer Center/TekSystems Houston, TX

• Approached and solved problems with initiative and sound judgment. Monitored, troubleshot, and resolved issues within multiple applications. As well as troubleshooting issues for desktops, laptops, and printers; for the 26,000+ MD Anderson Cancer Center employee network. Averaging around 100+ calls per week.

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• Assisted in-office users and those working remotely with technical problems and quickly restored service. Complied with corporate regulations, policies and procedures to maximize safety, security and overall trust in organization and employees.

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• Delivered fast and friendly service to handle questions and troubleshoot as needed.. Adapted quickly to unfamiliar technologies and situations to deliver solutions aligning with client business objectives.

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Sr. Information Technology Support Specialist August 2019 - September 2022 Dell-Boeing Saint Louis, Missouri

Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non- technical colleagues at all levels in the organization

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Take ownership of issues by carrying out problem analysis to implement temporary fixes for employees to be able to access the Boeing network

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Diagnose and resolve Boeing related incidents for internal employees as well as Boeing suppliers & subsidiaries via inbound escalated calls

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Obtained security clearance for high-risk access to critical Infrastructure and Personally identifiable information within the Boeing company

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• SecureBadges & SecureTokens by activating, resetting pins, and unlocking them Also granting access to the Boeing network by administering temporary RSA Token accounts and providing One Time Passcodes (OTPs) for the employees to utilize

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Team Lead December 2016 - February 2022

Reebok International

Allocates resources and organizes processes within assigned area of responsibility to drive efficiency and productivity in a variety of situations

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Ability to build and maintain effective working relationships with team members along with willingness to set and maintain high standards of performance

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While supervising sales transactions to ensure quick and accurate processing while adhering to cash protection procedures

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Ensures the product offer available to customers is maximized in assigned area of responsibility by coordinating product replenishment from the stockroom to the sales floor

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Is a role model for customer service and boosts sales and Brand experience by using advanced sales techniques and appropriate elements of the Adidas customer service model

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Coaches, motivates and inspires individuals within area of responsibility to maximize and drive a performance culture

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Information Technology Support Specialist December 2016 - April 2018 Centene Saint Louis, Missouri

Provided troubleshooting for desktops, laptops, printers, and some hardware; for the 40,000+Centene employee network Averaging 100+ calls per week

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• Gained access to authorized computers by remote control when necessary

• Investigate, research, and resolve by using troubleshooting processes

• Utilized a ticketing and knowledge base system (ServiceNow), to correct issues while taking inbound calls

• Fully documenting steps and communication completed while troubleshooting

• Escalating more involved issues to the correct IT group/person. Access Management Analyst August 2008 - March 2011 RK St. Louis, Missouri

Provided the enterprise security solutions for the business, regulatory, and legal requirements, and assured the confidentiality, integrity, and availability of information assets according to HIPAA and SOX

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• Reduced corporate risk through technology, processes, and procedures Responsible for user account administration including new account creation, password resets, modifying/disabling existing accounts of employees who were terminated from designated applications

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Offered support and assistance to clients/customers using standard desktop applications, internal software applications, through email, and some telephone communication.

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EDUCATION

High School Diploma - General

Tower Grove Christian School, Saint Louis, Missouri

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