Joy Brewer

*** ***** ***** **** **********, NC **546

919-***-**** • adrv2d@r.postjobfree.com • LinkedIn

HelpDesk Lead / Desktop Support Specialist

Over 30 years of continuous success in providing technical support for deploying and maintaining advanced IT systems

Solutions-focused and results-oriented professional with experience in installing, configuring, and handling IT systems within. Demonstrated expertise in managing technical escalations and delivering end-user training on new software and hardware products. Well-versed in streamlining operations in fast-paced technology settings and collaborating with technical and non-technical team members to finalize simultaneous projects within scope, time, and budget. Expert presenter and communicator with an aptitude to cultivate professional relationships across all business sectors to identify and deliver technical solutions.

Core Competencies:

IT System / Network Administration

Digital Product Installation / Configuration

System Maintenance / Technical Support

Relationship Building / Management

End-User Training and Documentation

Quality Assurance / Troubleshooting

IT Project Planning and Execution

Data and Information Security

Professional Experience

HCL/Moog, Raleigh, NC

SME/Help Desk Lead, 2021 to Present

Deliver support to non-technical personnel within business to oversee technical system and initiatives. Respond to high volume of customers’ escalations to resolve technical issues and queries in a timely manner. Administer daily technical functions, such as scheduling, training, working with agents on ticket resolution, Operational meetings, Power BI and analytics monitoring, Service Now Reporting, Managed 16 agents with another lead.

Key Contributions:

Monitor agents in CMS for breaks/lunch/attendance

Training of new agents with all new processes/ ITAR security (trained 8 new agents in past 6 months)

KB updates, meetings with customer on urgent issues

Creating Service Now dashboards for agents to monitor their backlog

Delivered effective solutions and updates to help agents grow in their technical knowledge

HCL/Caterpillar, Raleigh, NC

Sr. Global Account Management, 2019 to 2021

Deliver level 2 IT support to non-technical personnel within business to oversee technical system and initiatives. Respond to high volume of customers’ telephone calls to resolve technical issues and queries in a timely manner. Administer daily technical functions, such as share drive management, account creation / activation, and active directory. Set up workstations with PCs, and laptops and administer software licensing and quotes for user.

Key Contributions:

Prepared and delivered detailed documentations for start-up, shut down, and first level troubleshooting of processes to support desk staff.

Delivered effective software / hardware solutions to resolve technical problems by utilizing variety of diagnostic tools.

Kelly Services/Martin Marietta, Raleigh, NC

Access Management Specialist/L2 Desktop Support 2016 to 2019

Created a wide range of accounts for JD Edwards Prod and Non-Prod, Martin Marietta, Seltec, and Vertex. Managed variety of software, including Magic Ticketing System / Service Now, ArcPlan, Documentum, Command Concrete/QC, Salesforce, Build/Bid to Win, ScheduleCom, and Mpower/BI. Allocated AD/Exchange/Lync accounts to new staff.

Key Contributions:

Finalized multiple technical tasks within strict time and quality constraints by scheduling work assignments, setting priorities, and collaborating with team members.

Maintained strict adherence to internal guidelines and technical standards and procedures to ensure maximum data protection across workplace.

Email, VPN, Lync configuration

Managed the new hire account creation

Use Service Now for ticket management

TM1, SLA’s ITIL, KPI Reporting

AD security, Group Policy and updates

Used JDE for creating and updating user accounts

Worked with Seltec PE/POS, and Apex 5/6

Windows 7, 8, 10, Office 2013, 365 and 2019

Some Mac experiences

Belcan Tech Services Grifols – Clayton, NC

Systems Support/Desktop Engineer 2013 to 2015

Conducted installation, configuration, and maintenance of hardware and software in alignment with system repairing needs. Interacted with customers and staff to resolve technical errors and issues while demonstrating professional attitude. Created, activated, and assigned accounts during onboarding of new employees across the US. Remained updated with emerging technologies and solutions applicable to company products.

Key Contributions:

Fostered relationships with customers and users by understanding and addressing individual needs and requirements.

Organized and prioritized multiple tasks to complete technical jobs within stringent deadlines and quality parameters.

Email, VPN, Lync configuration

PowerShell Scripting

Familiar with Linux and Windows Server 2008 R2.

Citrix and VMWare

Installed software, modified and repaired hardware and resolved technical issues.

Provided level 2 IT support to non-technical personnel within the business.

Used HP Service Manager for ticket resolution.

Resolved customer issues in a clear, courteous and straightforward manner.

Demonstrated professionalism and courtesy with customers at all times.

IDEA Merck, Morrisville, NC

Help Desk Support Tech/Desktop Support, 2012 to 2013

Maintained effective communication with staff members to support business technical goals. Provided fundamental IT support to non-technical personnel within business. Conducted system testing to verify efficient operations and detect any technical errors. Reported critical hardware and software problems and defective products to vendors / technicians for timely resolution.

Key Contribution:

Delivered training to end-users and customers on appropriate utilization of advanced software and hardware products.

Answered incoming calls from residential and small business customers.

Remained up-to-date on the latest technologies and solutions applicable to company products.

Resolved problems with malfunctioning products.

Identified and solved technical issues with a variety of diagnostic tools.

Demonstrated professionalism and courtesy with customers at all times.

Provided base level IT support to non-technical personnel within the business.

Belcan 3//2012 Present

Service Desk Support Grifols Clayton, NC

Took help desk calls for customers, used Hp Service Manager.

Handled remote calls from all of US and Canada.

Trained in application software specific to the contract.

Used Outlook and Lotus Notes mail, AD, VPN and remote support through Netmeeting and GotoAssist.

Helped with PW resets, printer problems, application installs and other level 2 helpdesk related calls.

CDI 10/2012 12/2012

Help Desk Support for HCL Cary, NC

Took help desk calls for customers, used remedy and some compucom software.

Handled remote calls from England, India and Wall Street.

Trained in application software specific to the contract.

Used Outlook and Lotus Notes mail and Symphony as the ticketing system, also Office and Citrix

IDEA 9/2012 10/2012

Help Desk Support for Merck (temp) Durham, NC

Used remote software to handle calls for sales reps in the field.

Determined where to send calls

If needed, followed phone support guidelines to forward or resolve calls.

Handled Outlook calls and MS Office related calls.

Also used remedy and Office software, and ATT connect for remote problem solving

COTTAGE HEALTH CARE 3/2012 09/2012

PCA

Private Health Care, light housekeeping, food prep, basic hygiene Raleigh, NC

PCA 2010-2012

Private Health Care, took care of elderly family member on family leave New Hill, NC

ELECTRICAL/FIRE ALARM SUPERINTENDENT 2008 2010

Supervised crew to do Electrical Inspections and Fire Inspections, programmed Raleigh, NC

Fire alarms, made sure all was up to spec, also was responsible for diagrams

SPECTRASITE 2002-2006

Help Desk Supervisor /Desktop Support Cary, NC

Supervised Eight employees, responsible for ticket escalation, scheduling and

Desktop Support

Project Manager (Y2K) 1999-2001

Duke Accounting Durham, NC

Responsible for Y2K Project Coordination, scheduling meetings, timelines, etc

CCB 1998-1999

Sr. Tech Support/Desktop Support Durham, NC

Handled second level tech support calls, including imaging and building pc’s

Qualex 1997-1998

Network Support Durham, NC

IBM 1996-1997

Software Tester Cary, NC

MetLife 1993-1996

Laptop Support/Computer Training Albany, NY

EDUCATION:

Associate of Applied Science: Network Systems Administration, ITT Tech, Cary, NC

UCCC Stone Ride NY 1979-1981 Data Processing

CCCC Lillington NC 2006-2007 CIT

COLORADO TECH 2008-2009

Network Tech

Technical Skills

SAP/Active Directory, VPN, CITRIX, SCCM, GOTOASSIST, SQL Server, Microsoft Office Suite, Exchange Server 2010, RSA Token Management, Windows, AIX, MAC, CISCO, Service Now, JDE provisioning, POS/Seltec, Apex, Lotus Notes, ACF2

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