IT Support Specialist - Helpdesk & Network Troubleshooting

MICHAEL A. BROWN

Email: Mbrown****gmail.com

LinkedIn Profile: linkedin.com/in/michael-brown-0158b027

Phone: 631-***-****

Summary

IT Support Specialist with hands-on experience in Windows environments, Active Directory management, and remote troubleshooting. Proficient in using tools like ServiceNow, Remedy, Dameware, and Cisco VOIP Systems to resolve technical issues efficiently. Skilled in desktop setup, network diagnostics, and customer-focused helpdesk support to maintain smooth business operations and minimize downtime.

Skills

Experience

Helpdesk Analyst II 7/2017 – 5/31/2025

New York Community Bank /Commack, New York

Delivered Tier 1 helpdesk support for internal employees by diagnosing and resolving a wide range of hardware, software, and access-related issues, improving overall user satisfaction.

Assisted with new hire onboarding and employee terminations by configuring workstations, provisioning and deactivating accounts, and ensuring compliance with IT security protocols.

Supported branch staff with password resets, printer installations, troubleshooting workstation and application problems, minimizing downtime, and maintaining productivity.

Created and managed Remedy incidents for employee break/fix requests and Move/Add/Change (MAC) tasks, ensuring timely resolution and accurate tracking within the IT service management system.

Worked closely with the Network Engineering Team to assist in restoring network connectivity and services, contributing to faster response incidents, and reduced impact on business operations

Helpdesk Analyst 7/2013-July/2017

NBTY (Nature's Bounty)/ Bohemia, New York

Provided end-user support in an AS400 retail environment, resolving a variety of desktop issues, including hardware, software, and access problems, to maintain smooth daily operations.

Acted as the primary point of contact for support requests via telephone, email, and face-to-face interactions, prioritizing and responding promptly to meet service level expectations.

Accurately logged and tracked all support calls and incidents using ServiceNow, maintaining thorough documentation and historical records to facilitate effective problem management and trend analysis.

Managed computer hardware provisioning and system access requests for associates, processing access changes, and ensuring compliance with organizational security protocols and policies.

Assisted users with setup, login and connectivity challenges related to web-based application and internal software products, providing clear guidance and support to enhance user productivity and reduce downtime.

IT Consultant 7/2010-11/2014

Network Processing Solutions (NPS)/ Rocky Point, New York

Designed, installed, and configured network infrastructure for branch back offices, including the deployment of desktop computers, Cisco VOIP phone systems, routers, and switches to support operational needs.

Administered Cisco VOIP user accounts and managed phone system settings through Cisco Unity Connection Administration, ensuring efficient call routing, voicemail management, and user access control.

Collaborated with network engineers and other IT teams to troubleshoot and resolve network and telephony

issues, reducing downtime, and enhancing communication reliability across branch locations.

Created and maintained detailed technical documentation, including installation procedures and configuration guidelines, to support knowledge sharing, and streamline future deployments and troubleshooting efforts. Provided third-level technical support for complex installations, equipment upgrades, software changes, and circuit extensions, coordinating with the helpdesk to ensure timely resolution of service requests.

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