Technical Support Engineer
Resume:
Dwight Brown
IT Systems Engineering
*******.*****@*******.*** • 901-***-****
LinkedIn• Memphis, TN 38106
Analytical and tech-savvy professional with comprehensive experience in leading and optimizing complex technology operations. Proven track record of designing, implementing, and maintaining robust IT infrastructure to enhance organizational efficiency and competitiveness. Demonstrated success in troubleshooting complex technical issues, mitigating risks, and deploying of automated IT solutions. Well-versed in driving continuous process improvements, tracking systems change requests, resolving alerts. Known for providing McAfee Antivirus support, improving data security, and evaluating business systems models. Instrumental in enhancing servers’ performance, creating standard operating procedures, and managing network architectures. Adept at collaborating with system users and technical developers to ensure seamless integration of IT systems and applications. Technical Proficiencies
Operating Systems: Windows 7/8/10/11, Windows 2003 r2/2008 r2 Server, Office 365, Active Directory Hardware: Imaging, Bit-locker Encryption, McAfee Endpoint Encryption, Tripwire Server Support FedEx Enterprise Systems: • Tripwire, Maxi Merlin, DSS, Meteor, Omni, PCS, Prism, Cyber Security-Microsoft Bit- Locker and McAfee ePO-Server services, SharePoint, McAfee Antivirus, AVERT, OT/IOT Governance and Patch Governance Framework, End-User Single Sign-on and Security Access Management Systems, Experience with intrusion detection-Application Installs and Management, IP CCTV, and Access Control systems. (Enterprise Helpdesk Ticketing System/ Contact Management Applications) Sales Force/Service Now/Application Sur Named-FedEx EPDSM. Applied automation techniques to enhance application performance, efficiency, and testing.
• Design and execute effective testing methodologies.
• Ensure compliance with departmental standards and internal controls.
• Troubleshoot and resolve issues across application systems, interfaces, and middleware infrastructure.
• Plan and coordinate programming projects within your team. Enterprise Systems: EPIC Health Care Management System, Site Management FICS Mortgage Servicer, Oracle Printers: Network, All in One (AIO), Multifunction (MFC) Career Experience
Insight Enterprises Inc (FedEx Services WTC), Memphis, TN 2015 – Present Engineer / InfoSec
Drive successful implementation of McAfee encryption protocols by delivering strategic IT support and innovative solutions. Assess and remediate problems by acquiring data. Enable TSS, campus & field techs in resolving issues by offering assistance. Ensure developmental team's seamless workflow and timely project completion by overseeing and tracking FedEx Systems change requests. Application testing, final Stage Application Support Dev/Web API and HTML During pandemic-while working from home as SME /off-sight utilizing Zoom, Microsoft Remote connect/Quick Assist and VM-Ware Technologies as an SME my skills prevail me to Streamline issue resolution by researching, promptly responding to, and vigilantly monitoring application support email accounts. Maintain up-to-date record of prevailing and new functional area process flows for USPS & FedEx. Summarize weekly support volumes by preparing management reports. Resolve alerts by cooperating closely with application development team. Contribute to delivery of customer support via systems training,
(Helpdesk Ticketing System) Service Now/FedEx EPDSM, and on-line help.
• Heightened malware protection by providing McAfee Antivirus support.
• Analyzed and improved computers performance by using remote diagnostic tools.
• Gained insight on and fixed customer/system issues by cooperating with developers.
• Improved data security by setting up new and modifying existing user access for several applications.
• Created improved automated IT solutions by evaluating business systems models and flows of data. P a g e 2 2
• Fostered prompt remediation of technical support issues by developing and publishing standard operating procedures.
• Facilitated timely resolution of queries pertaining to AVERT System by serving as Subject Matter Expert (SME).
• Enhanced Tripwire and SAG server’s functionality by delivering expert-level support and executing efficient change remediation. Konica Minolta, Memphis, TN 2013 – 2015
Desktop Support Technician (PT)
Enhanced connectivity and optimized performance for small to medium business by setting up, installing, configuring, and troubleshooting networks as well as delivering effective solutions. Rendered imaging support and ensured optimum hardware and software utilization.
• Served as field services technical engineer to provide IT support and solutions.
• Achieved compliance with HIPAA privacy and security regulations through successful completion of rigorous certificate training in code of ethics and business practices. Career Notes
City of Memphis (Leisure Computer Systems SAIC), Memphis, TN 2001 – 2012 Field Services Tech
• End-User Single Sign-on and Security Access Management Systems, Experience with intrusion detection-Application Installs and Management, IP CCTV, and Access Control systems. Improved fire, police, engineering hardware & software systems performance by troubleshooting issues.
• Documented hardware failures in process management software by using CompTIA computer codes.
• City of Memphis (Leisure Computer Systems SAIC), Memphis, TN
• Field Services Tech & Operations Manager
• Oversaw daily operations and maintenance program for significant building infrastructure components by managing facility infrastructure and building systems.
• Determined appropriate action by exercising judgmental skills within defined procedures and policies.
• City of Memphis (Leisure Computer Systems SAIC), Memphis, TN
• Field Services Tech Business System Analyst IT Technical Specialist
• Collaborated with others and interpreted reports by assessing operational performance
• Attained best possible results by determining areas of improvements and executing action plans.
• Solved problems by communicating with other departments. Education
Pursued Associate of Science in Engineering and Social Sciences Shelby State Community College, Memphis, TN 36.00hr completed
Professional Training & Certifications
Microsoft Certified Solutions Associate (MCSA): Windows 7,8,10,11 Microsoft Certified IT Professional (MCITP): Microsoft Certified Professional Training (MCP) Healthcare IT Technician Certification (HIT)
Testing (UAT), or application testing, final Stage Application Support Dev/Web API and HTML. Skillsoft Compliance Training
ITIL Overview Training
SAP CRM Training CERT
Microsoft Azure Resource Training
HIPAA Privacy and Security (Certificate Training)
Microsoft BitLocker Administration and Monitoring (Certificate Training) McAfee Application Control & Change Control Administration (Certificate Training) Code of Ethics and Business Practices
20696 Administering System Center Configuration Manager and Intune
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