DELORES A. BROWN

Edison, NJ adyyik@r.postjobfree.com 770-***-**** www.linkedin.com/in/ delores-dee-brown-b5621a8 SUMMARY

A highly skilled, senior-level, and certified information technology support management professional with extensive expertise providing technical and financial systems support across the enterprise.

An empowering team leader and coach with a proven history of driving a customer-focused approach to quickly and effectively resolving emergent client issues to properly mitigate for seamless system availability.

Champion for continuous process improvement and establishing and measuring team KPIs that lead to optimized processes, reduced costs, and greater operational efficiencies.

Possesses numerous industry certifications, and expansive technical skills and project portfolio, built from extensive experience, including IT Asset Management, IT Service Ticket Management, Server Configuration and Analysis, and more.

CORE COMPETENCIES

Information Technology Support Management • IT & Financial Systems Support • Team Leadership • Client & Stakeholder Relationships • Service Ticket Management • Data Analysis & Reporting • Systems Maintenance Continuous Process Improvement • IT Asset Management • Hardware Configurations • Root Cause Analysis Database Administration • Systems Administration • Team Development • Server Configuration & Analysis CAREER OVERVIEW

Lowenstein Sandler, LLP 3/2022 – 3/2023

MANAGER, DESKSIDE SERVICES

Managed & provided level 1 and level 2 technical support services. Tracked all requests via ServiceNow.

Accountable for managing desktop services and respective team members across five locations responsible for maintaining and deploying laptops, desktops, audio visual resources, and other end-user hardware.

Trained, coached, mentored, and developed staff members according to skill deficiencies and upskilling requirements in step with assigning work tasks accordingly.

Developed, configured, and maintained endpoint computer images. Maintained hardware inventory of all IT equipment within the firm. Repaired IT equipment as needed.

Created and provided IT documentation for the firm. Monitored & addressed Sophos alerts.

Charged with ensuring an accurate tracking and assessment of assets as part of the asset management program, including hardware inventory within the ServiceNow platform. Managed firm hardware budget.

Cultivated a culture of customer service excellence among the team to extend support, such as AV equipment set up & troubleshoot video conferences equipment (Crestron), cloud implementations & VoIP system support.

Collected and reported on various KPIs and metrics and submitted to leadership on a weekly and monthly basis. Select Achievements

Recognized for successfully transforming the culture by creating an open dialogue environment enabling team members to voice concerns or grievances. Established weekly team meetings, outlined areas of improvement and enabled transparency among the team utilizing ServiceNow reporting and analysis tool.

Implemented and improved the asset tracking method, which addressed poor asset management after deploying a tracking tool and respective procedures. (ServiceNow) Lewis, Brisbois, Bisgaard, & Smith, LLP 5/2018 – 2/2022 LEAD IT COORDINATOR

Managed & provided level 1 and level 2 technical support services. Tracked all requests via ServiceNow.

Maintained the IT system and directed the IT support team made up of six members, including ensuring computers, networks, internet, telephones, video conferencing and other technology was operating effectively.

Developed, configured, and maintained endpoint computer images. Maintained hardware inventory of all IT equipment within the firm. Repaired IT equipment as needed. Video conference setup & support.

Created and provided IT documentation for the firm. Monitored & addressed Sophos alerts. DELORES A. BROWN

Edison, NJ adyyik@r.postjobfree.com 770-***-**** www.linkedin.com/in/ delores-dee-brown-b5621a8

Required to quickly troubleshoot root cause, diagnose and repair discovered issues on computers and networks to meet SLAs and minimize downtime for a population of 13K employees across 53 offices.

Assisted in budgeting for IT expenses, including the purchase of new equipment and software and collaborated with other functional departments on establishing the roadmap, guidelines, and the strategy for forward-looking needs. Select Achievements

Successfully improved team KPIs and improved client satisfaction after pursuing training for the team on tools and resources that were new within the region. (ServiceNow) Proskauer, Rose, LLP 5/2013 – 2/2018

LEAD TECHNICAL SUPPORT SPECIALIST

Provided L2 deskside assistance to the VIP partners and staff personnel, management support to the technology support team members tending to escalate operational issues, computer problems, and any other technology problems submitted by end users. Tracked all requests via ServiceNow.

Ensured that the Technology Support Specialists were trained sufficiently to provide the highest level of customer service and support.

Responded to incident and request escalations from the help desk and provided technical assistance to 1100+ end users and mentored Technology Support Specialists.

Configured and imaged hardware for deployment, including Windows updates patches, testing and deployment, added and removed end users to the appropriate SCCM and Active Directory groups to ensure proper preapproved software was pushed out and access was granted. Select Achievements

Acknowledged for creating the “Tech Bar” to assist attorneys and staff with technical questions and demos of new software/hardware to be implemented soon.

Mishcon De Reya, New York, LLP 4/2011 – 4/2013

SENIOR TECHNICAL SPECIALIST

Provided technical support on the firm's applications and the NY IT infrastructure requirements, trained new employees on firm software, PDA devices and IT procedures. EARLY CAREER

Kilpatrick Townsend, LLP 4/2001 – 3/2009

INFORMATION TECHNOLOGY APPLCIATIONS SUPPORT ANALYST

Served as the System Administrator for Elite Enterprise Financial & Records Management System for Litigation and Intellectual Property areas of law.

CERTIFICATIONS

ITIL Foundation v3 ICertify LLC

CSTP International Institute of Software Testing Microsoft Certified Desktop Support Technician New Horizons CompTIA A+ Certified – IT Essentials & Remote Support Technician New Horizons Intro & Advanced MS SQL Scripting for Elite Enterprise Certificate of Completion New Horizons Corporate Training Classes: Team Building, Time Management, Business Writing, Effective Communication, New Supervisor, Financial Management, Diversity, and Microsoft Office. TECHNICAL ACUMEN

Accounting & Legal Software Applications: Aderant, JD Edwards, Elite Enterprise, Peachtree Accounting, PeopleSoft and QuickBook, iManage, NetDocs, DocsOpen, UltiPro, Crystal Reports, SCCM, Cognos Redwood, ServiceNow, Fresh Service, Heat, Remedy, ServiceNow, Relativity, Concordance, Summation, Introspect, Live Note, MS Office 365, Intune, Azure, Duo, Windows 10, MS SCCM, GPO, Active Directory, Citrix Receiver/Workspace VDI Environment, SharePoint, SQL Server, VMware, Windows and MAC Platform Cisco WebEx, Zoom, MS Teams, Crestron, VPN, TCP/IP, DHCP, Ethernet.

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