Desktop Support Engineer

*********@*****.*** Eric Cameron Brown Cellular 913-***-****

Desktop Support Specialist

Summary

Highly skilled information technology generalist/desktop support specialist with over fifteen years of experience in supporting hardware, operating systems/software applications, printers, and automation systems in a large end-user environment. Effective problem solver with high first time resolution rate with excellent customer service skills. Successful troubleshooting, repair, and deployment of hardware, software applications, networking devices (TCP/IP, LAN/WAN), VPN, educational, medical, security, and other specialized automation systems, and audio/video equipment.

Skills

Hardware: PC hardware, Peripheral devices (printers, scanners, plotters), mobile devices (Apple/Android/Windows), Server hardware

Operating Systems: Windows XP, Vista, 7,8,,10, Windows Server 2008/2012/2016, Hyper-V, VMWare, Active Directory

Software: Client software (Office, Adobe products, Citrix client), Office 365, Exchange Online Remote Support Software, smart card middleware, LogMeIn, Avaya Communication Manager, RightFax, Honeywell Software Suite, SQL Server administration.

Networking: TCP, IPv4, IPv6, LAN/WAN, SMB, Cisco/Avaya Ubiquity Wireless

Languages: Entry-Level Python, Entry-Level SQL

Experience

User Support Specialist

Telvista, Irving, Texas Apr 2020-Present

Desktop Support Specialist

Robert Half, Dallas, Texas Mar 2020

Desktop Lifecycle replacement, Mid-America Apartment Communities

Assist users with telecommuting preparation, PennyMac

IT Analyst

Oppor, Inc., Southlake, Texas Nov 2016 to Oct 2019

Oppor IT Site Resource for Methodist Southlake Hospital

Hardware, software, Windows Server 2008/2012 Server Administration

Active Directory Administration, including GPO creation and maintenance

Hyper-V and VMWare Administration

Office 365/Exchange Online Administration

Network support, Cisco, Avaya, Ubiquity, Unifi

PriTunl VPN Server administration

Desktop Support/User Support, face-to-face, email, phone, chat

Honeywell Security administration

Avaya Communication Manager administration

Consultant

Robert Half, Dallas, Texas Apr 2016 to Nov 2016

Desktop Support-Bagcorp

User Support, Face-to-Face, email.

Office 365 support

Windows 7/10 installation and support

Network Engineer I-DISYS

Installation of Cisco switches and UPS units for Garland Independent School District

Installation of UPS units in MDF and IDFs

Recabling and Inventory tracking

NetApp Engineer-CyrusOne

Deployment of NetApps units

Desktop Support Specialist-Hilton Worldwide

Configuration and Deployment of Intel NUC units

Hardware and software maintenance

Windows Networking Engineer III

Microsoft/Convergys/Insight Global(contract), Dallas, Texas Nov 2015 to Jan 2016

Level 3 Premier Support of Windows Server 2008 and Windows Server 2012

Analyzed customer network traffic to diagnose problems

Made recommendations for patches, hotfixes, binary, and registry fixes

Troubleshooting with Windows command line and Powershell tools

Created Hyper-V virtual test environment to replicate problems and test fixes. Test environment included Windows Server 2008, 2012, Windows 7, 8, 8.1, 10.

Desktop Support Technician

Insight Global, Plano, Texas Dec 2014 to June 2015

Provided onsite desktop support for Hewlett-Packard and Johnson Controls

Provided onsite hardware, software, and printer support. User support, face-to-face

Imaged systems and pushed software with SCCM and Matrix42 tools.

Tracked work through Remedy ticketing system.

Tracked inventory and orders of computer systems through SMIT

Tracked inventory of computer systems and monitors

Desktop Support Technician

Optum/Robert Half (contract), Richardson, Texas Aug 2014 to Oct 2014

Provided face-to-face user support to Optum users in call center environment. Performed move/add/change tasks, as well as imaging of systems, as needed.

Support and troubleshooting of hardware and software used in Optum operations

Assistance in the development of policies and procedures

Use of Altiris deployment tools

Military Service

United States Army, Active Duty Apr 2003 to Jan 2006

25F Network Switching Systems Operator/Maintainer

Honorable Discharge

Education and Training

North Lake College, Irving, TX July 2019-Present

Continuing Education Courses

New Horizons, Irving, TX June 2015-Oct 2015

Systems Administrator Course

Park University, Parkville, MO May 2013

B.S., Computer Science-Networking and Security, Cum Laude

Kansas City Kansas Community College, Kansas City Kansas May 2001

A.A.S., Computer Electronics Technology, Cum Laude, Phi Theta Kappa Honors Society

Certifications

CCENT, Cisco,Oct 2019

MCP Windows Server 2012 R2, Microsoft, Aug 2015

CCNA (Exp), Cisco,Oct 2015

A+, CompTIA, 2001.

N+, CompTIA, 2002.

Security+, CompTIA, 2008.

MCSA Windows 7, Microsoft, 2011

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