Information Technology Customer Service

Toria Y. Brown

Columbus, OH ***********@*****.*** 614-***-****

PROFESSIONAL SUMMARY

Industry certified IT professional with over five years’ experience in information technology and customer service. Comfortable in multiple software platforms and ticketing systems. Excellent communication, organization, and time management skills teamed with adaptability to ever changing project priorities and work environments. Eager to utilize existing skills while leveraging current and future IT certifications gained through an advanced, accredited training program.

TECHNICAL SKILLS & TRAINING

Systems: Windows 8/10/11, Mac OS X, iOS, DNS and DHCP, Network, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System, and Intrusion Detection System Hardware: Desktop PCs, RAM, Hard Drives, Network Interface Cards, and Processors, Fortinet switches and firewalls.

Software: Nice, Freshservice, Microsoft Office, 0365, Adobe Pro, Acrobat Sign, Zoom, KiPu, Datto, Sophos, Carelogic.

EDUCATION

Information Technology Security Administration, My Computer Career, Graduation: November 2021 Certifications Earned: Microsoft Technology Associate: Security, and Server Fundamentals Pathways Professional Program (Soft Skills Education)- Commitment, Legacy, Network Certifications currently pursuing: CompTIA A+, Network+, Security+, and Server+, MTA Networking Fundamentals, and LPI Linux Essentials

Associates Degree in Computer Information Science, Everest University, in progress EXPERIENCE

IT Operations Manager Lighthouse Behavioral Health Solutions - Columbus, OH July 2022 to Present

• Infrastructure Management:

Overseeing the entire IT infrastructure including networks, servers, databases, cloud systems, and managing their performance and availability

Risk Management Install software/hardware and printers Classless IP Addressing Mobile Devices

Encryptions

Wired & Wireless Security

Malware Prevention/Detection

Network Troubleshooting

Computer Diagnostics/Repair

Toria Y. Brown

• Team Leadership:

Recruiting, training, and managing a team of IT professionals including system administrators, network engineers, and help desk staff.

• Incident Management:

Responding to system outages, resolving technical issues, and coordinating incident response efforts to minimize downtime.

• Monitoring and Reporting:

Actively monitoring system performance metrics, identifying potential issues, and generating reports on system health and operational efficiency.

• Security Management:

Implementing and enforcing IT security policies and procedures to protect sensitive data and systems from unauthorized access.

• Vendor Management:

Negotiating contracts and managing relationships with external technology vendors for hardware, software, and cabling services.

• Capacity Planning:

Forecasting future IT needs, planning for capacity upgrades, and managing resource allocation to support business growth.

• Compliance Management:

Ensuring IT operations adhere to relevant industry regulations and compliance standards.

• Project Management:

Leading IT projects related to system upgrades, new technology implementations, and infrastructure improvements. New location openings, providing each location with Network equipment, working

• Cost Optimization:

Managing IT budgets, identifying cost-saving opportunities, and optimizing resource utilization IT Project Manager Lighthouse Behavioral Health Solutions - Columbus, OH September 2021 to July 2022

Toria Y. Brown

Responsible for planning, executing, and overseeing all aspects of information technology projects, including defining project goals, creating detailed schedules, managing budgets, assigning tasks to team members, and ensuring successful project delivery within set timelines and parameters, often collaborating with cross- functional teams to meet business objectives.

IT Support Specialist Insight Global – ATOS February 2020 - September 2021

• Provides continued monitoring and on-call support of systems for problems and outages while also professionally communicating to both external and internal customers

• Coordinates with various business partners and I.T. teams to properly escalate issues, analyzes root cause, uses organizational skills to prioritize and track, and assists in efficient resolution of issues

• Supports the overall efficiency of Call Management Systems and Call Path Software; call recording software; systems security; customer relationship management systems

• Acts as liaison between Customer Operations and I.T. department and is able to communicate in both technical and non-technical terms

• Assists in analyzing current workflows and applications suggesting potential streamlining and efficiencies

• Maintains professional relationships with both internal and external customers Technology Specialist II Triage BDO, USA, LLP March 2019 – March 2020

• Assisted with technology provisioning and de - provisioning of all users for all of the BDO Drive technology applications (Quickbooks Online, Bill.com, Expensify, TPI, Qvinci, RightNetworks).

• Assisted Technology Managers with projects for clients by doing financial balance worksheets through Bill.com and Qvinci.

• Processed escalated tickets or referred to Tier Three Triage.

• Monitored and triaged 32 separate email boxes which belong to different locations and facilities. Analyst I - Mobility PCM May 2017 – March 2019 Group Projects - Ohio Dept. of Public Safety and American Greetings/Credit Care/Moen - Mobile Support

• Provided excellent customer service via phone, email, and web portal with account and password locks and unlocks through Web-based systems.

• Assisted customers directly to procure and troubleshoot issues with mobility devices and equipment

(Android, Apple, Chrome technology).

• Granted access and privileges to accounts for employees upon authorization.

• Worked closely with Tier II, Tier III and Developers completing the troubleshooting process through Service-now ticketing system.

Analyst I The Select Group September 2016 – April 2017

• Provided excellent support to end user related hardware and software issues, and with desktop related LAN network systems using Eagle Ticketing System.

• Configured and reset network access accounts when required.

• Installed new hardware and software through bridge lines.

• Processed interface updates by coordinating user setups, installations, and upgrades.

• Introduced, and administered training to end users.

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