Technical Support Help Desk
Resume:
Michael Dorion Brown
Binghamton, New York 13904
E-mail: ***********@*****.***
Objective: To find a position where I can utilize my diverse and extensive information technology experience and knowledge.
Skills
Windows Server 2003, 2008, 2012, 2019, 2022
Customer Service
Cisco, Juniper and ArubaRouters, Switches,
Firewalls (iOS)
AI
Cisco Webex PCI Compliance
Computer Training/Presentations Cisco firewalls, routers and switches configuration
Computer Imaging Help Desk Management
Microsoft Office and Access Databases Firewall, Configuration, Deployment and Maintenance
VOIP Systems Asterisk Based Phone Systems
Cisco Unified Communications Singlewire
Cisco Unity and IM & Presence Store IT Planning, Construction and Installation AI IT Management
Systems (Camera Surveillance
placement/configurations and server systems)
Cloud Computing (AWS, Azure, Cloud phone
systems)
Cisco UCCX Customer Facing Operations
Change Management Splunk
WebEx Point of Sale Systems
SIP F5
Professional Experience
System/Network Administrator
July 2023 - March 2024
Center for Disability Services
● Work with Palo Alto And Sophos firewalls.
● Use Manage Engine for Windows Updates and monitoring.
● Provide technical support and configurations for zCisco CUCM, Unity and IM & Presence
● Troubleshoot and configure Windows Servers both on premise and xloud
● Troubleshoot the phone system nalyzing SIP traces and network performance
● Work with Cisco routers and switches
Michael Dorion Brown
50 East Clapham Street
Binghamton, New York 13904
E-mail: ***********@*****.***
April 2022 - March 2023
BizTekFusion, Washington D.C.
● Provide technical support and configurations for zCisco CUCM, Unity and IM & Presence
● Work on VOIP and analog phones including VOIP protocols
● Troubleshoot and configure Cisco switches, routers, and voice gateways
● Troubleshoot calling by analyzing SIP traces and analyzing network performance
● Work with TCP/IP on routers and switches
● Use ServiceNow ticketing system
Self Employed
May 2020 - PRESENT
Freelance Consultant, New York
● Provide technical support for Cisco and Microsoft Teams
● Work on VOIP and collaboration troubleshooting (Cisco and Microsoft Teams).
● Configure networks and firewalls including setting up and troubleshooting VPNs Implementation Manager
February 2020 - April 2020
Alertus Technologies, Calverrton, Maryland
● Act as the lead on new customer implementations, developing and maintaining relationships with key stakeholders.
● Serve as a high level phone system integrator for both Cisco and Avaya systems.
● Set up VPNs to clients
● Troubleshoot all VOIP issues related to client communications
● Worked with Remedy ticketing system
Senior Voice Engineer
May 2018-October 2018
IronBow Technologies
Chantilly, Virginia
● Worked with large medical organizations on their Cisco networks and communication systems.
● Worked with UCCX and Teams
● Oversee a Cisco Unified Communications system for the United States Tax Court and other companies.
● Support Telemedicine video conferencing systems in emergency rooms.
● Administer a hosted Cisco voice and collaboration solution for the Department of Energy.
● Work on the design of Cisco Unified Communication systems.
● Train and assist in the supervision of new employees.
● Implement WebEx Teams with an emphasis on training to increase use and productivity.
● Configure and troubleshoot ASA firewalls, Cisco routers, and VPNs VOIP Network Engineer
August 2017-March 2018
Michael Dorion Brown
50 East Clapham Street
Binghamton, New York 13904
E-mail: ***********@*****.***
DXC Technologies
White Oak, Maryland
● Oversee a Cisco Unified Communications system for over 20000 employees using CUCM, Cisco IM & Presence, and Cisco Unity.
● Work on Oracle Acme Session Border Controllers - Troubleshooting and Configuration.
● Configure and troubleshoot IPCelerate.
● Work on day to day Tier III issues.
● Set up an SBC test lab for the FDA.
● Troubleshoot SIP issues.
● Assisted and trained other engineers on the Cisco Unified Communications platform. Network Engineer
August 2016-June 2017
University of Maryland College Park
College Park, Maryland
● Implemented and administered Cisco Teams
● Managed a Cisco Unified Communications system for over 1000 employees using CUCM, Cisco IM & Presence, Cisco Expressway and Cisco Unity.
● Supervised and trained a graduate assistant studying computer science.
● As tier three directed and assisted Help Desk and Tier 2 Engineers on resolving more complicated system issues.
● Upgraded Cisco Unified Communication system from 10.5 to 11.5.
● Upgraded all Cisco Callmanager, Cisco voice gateways, Cisco IM and Presence, Cisco Unity and Cisco Expressway servers
● Planned for upcoming Cisco phone system roll out for campus for over 10000 employees.
● Manage Redsky e911 system.
● Manage Cisco WebEx for campus.
● Upgraded UCCX system and wrote scripts for a transition from an Avaya phone system
● Worked on the Avaya phone system
● Started an implementation of Cisco Spark.
Unified Communications Network Engineer July 2014-July 2016 Total Wine & More
Potomac, Maryland
● Manage a Cisco Unified Communications system for over 450 employees using CUCM, Cisco IM & Presence and Cisco Unity.
● Troubleshoot issues with users, phones, instant messaging clients, and voice gateways.
● Oversee licensing and purchases for the system.
● Assess and decide future changes to the phone system infrastructure.
● Installed, configured and deployed Cisco Expressway Mobile Remote Access servers
● Leading a project to deploy Cisco Unified Communications to over 100 stores with 1500 phones. Michael Dorion Brown
50 East Clapham Street
Binghamton, New York 13904
E-mail: ***********@*****.***
● Design and implement dial plans on Cisco Communication Systems and Cisco ISR voice gateways.
● Installed, configured and deployed Cisco Prime Collaboration Assurance
● Use network management tools such as Cisco Prime and PTRG to monitor network health.
● Work with business operations to find, plan, and deploy new software, hardware, and other infrastructure changes.
● Manage and Tier I and Tier II support technicians to provide a high level of support for end users.
● Working to implement an integrated beacon and CRM system.
● Configure and deploy virtual machines using VMware ESXi.
● Assist in selecting telecommunication service providers.
● Use PRTG to monitor network hearth.
● Worked with F5 load balancers
● Do packet traces using Wireshark to analyze and troubleshoot network traffic.
● Integrated a Toshiba Strata CIX phone system with Cisco Unified Communications using SIP trunking.
IT Manager November 2010-July 2014
Mom’s Organic Market
Rockville, Maryland
● Managed IT infrastructure for thirteen locations with over five hundred employees.
● Configured, maintained, and installed VOIP phones systems.
● Hired and managed contractors for new store infrastructure build-outs and existing store upgrades.
● Planned, configured and installed all hardware and software for new grocery stores.
● Offered a high level of IT support seven days a week, running the help desk, coordinating data and desktop personnel to resolve any issues.
● Built, configured and deployed a help desk ticketing system, an imaging server and upgraded firewalls.
● Designed a reliable solid state fan-less point of sale system that offered a much higher level of reliability.
● Managed all networking, including VPN connections, wireless networks and LAN/WAN connectivity.
● Ordered and budgeted for new equipment and software.
● Built, ran, and installed all camera security systems.
● Contracted with internet service providers, getting competitive bids, ensuring reliability of the network, and saved over $20,000/year.
● Designed and deployed a failover internet system for greater internet reliably.
● Designed and deployed a VOIP fax system and saved the company $10,000/year.
● Developed and deployed a Nagios based cloud server alerting system.
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IT Coordinator January 2005-October 2010
Michael Dorion Brown
50 East Clapham Street
Binghamton, New York 13904
E-mail: ***********@*****.***
University of Maryland
College Park Maryland
Office of Information Technology
● Resolved customer computer problems in a large and diverse computing environment with Windows, UNIX, Macintosh and mainframe operating systems.
● Researched solutions to customer computer problems using a Footprints call tracking program, the Internet, University of Maryland contacts and my knowledge of computing.
● Presented Office of Information Technology information to new parents attending orientation
● Trained new employees in customer support at the OIT Help Desk.
● Managed the OIT Help Desk consisting of student workers and exempt employees.
● Oversaw the Hardware Rental Program at the OIT Help Desk. o Scheduled and prepared equipment rentals.
o Repaired, improved, updated and oversaw the Microsoft Access Hardware Rental Database.
o Created and ran financial reports for the program.
● Configured, deployed, and troubleshoot Windows and Apple computers in technology classrooms and computer labs
IS and Database Administrator June 1999-May 2002
DRL Enterprises
Glenview, Illinois
● Administered Windows NT Servers and databases in a production environment.
● Developed and implemented server security, anti-virus software, backup strategies and utilization plans on NT Servers.
● Ran a Windows Terminal Server with Citrix Metaframe.
● Administered MSSQL 7.0 database.
● Developed and implemented an automated system for transforming and transferring data from MSSQL 7.0 to AS400 databases using stored procedures, and remote AS400 commands.
● Created and implemented data transfers between AS400 and SQL databases using MSSQL7 Replication and Microsoft Access, IBM Data Transfer Utilities and Excel.
● Wrote SQL and AS400 queries to gather, transform and distribute data.
● Supervised and maintained Platinum for Windows Pervasive SQL 7.0 production and Sybase payroll database.
● Remotely administered a computer network, production software and payroll software at a manufacturing plant in North Carolina.
● Oversaw and troubleshot the LAN and WAN network.
● Configured Cisco Routers and planned network upgrades and changes.
● Troubleshot and configured end-user workstations, laptops and Macs.
● Found, priced and purchased new equipment and software and planned for its deployment.
● Assisted in the administration of IBM AS400.
Michael Dorion Brown
50 East Clapham Street
Binghamton, New York 13904
E-mail: ***********@*****.***
● Worked with outside vendors and contractors in day to day management of telephones, power and security systems.
Education
Bachelor of the Arts in History – University of Chicago, Chicago, IL 10/1991-12/1995 Pre-med University of Maryland, College Park, MD 09/2007-06/2009 Masters in Environmental Science and Technology (Candidate) - University of Maryland, College Park, MD
09/2009-06/2011
● Worked with aquaponic systems to assess nutrient flows and protein output. Designed plans for wetland restoration. Worked on assessing the viability of biodiesel production on small to mid-sized farms.
Other Professional Experience
Third Grade Teacher July 2002-June 2005
Riverdale Elementary School
Prince George’s County Public School System
Riverdale, Maryland
Hours Per Week: 50-60
● Taught reading, math, social studies, science and health at a Title I school.
● Created lesson plans and instructional design for curriculum delivery.
● Used technology as a teaching tool to improve student performance on assessments.
● Supervised and educated a classroom of twenty-eight students. Biochemistry Consultant March 2019-Present
Wetlands Work
Phnom Penh, Cambodia
Hours Per Week: 40
● -Worked on designing environmentally friendly toilets.
● -Worked on generating funding for the business.
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