Desktop Support / System Analyst with 20+ Years Experience
Resume:
Michael Brown
*********@*****.***
Desktop Support Technician / System Analyst with over 20 years of experience in onsite and remote networking, repair, emergency response and customer support including project management and planning.
STRENGTHS
Resourceful solutions provider with demonstrated skills to leverage technology to increase productivity and reduce cost while consistently delivering high-level performance and reliability.
Customer service-focused team player
Project management skills to effectively manage multiple projects in fast-paced environments without sacrificing quality or service standards.
Innovative and motivated worker with integrity, loyalty, positive attitude, flexibility, creativity and commitment to personal and organizational achievement.
Excellent communication skills.
PROFESSIONAL EXPERIENCE
Supernal – OSI Digital 3/2023-Present
Desktop Support / Contractor
Troubleshooting desktop and laptop hardware and software, managing active directory accounts, network printer support, desk side and remote customer support, maintaining open communication with clients, asset management, hardware and software upgrades, adhering to company hardware and software strict standards, prioritizing and escalating help desk tickets, deployment of new systems, provide VPN support, setting up conference rooms with video and laptops.
Receive work from service center tickets, and walk-in, or internal Customer help requests
System Imaging / Deployment
Participated in Win 10 upgrade to Windows 11
Data recovery
Installation of hardware upgrades
Install and configure new software for customers
Strong customer advocates to resolve client issues promptly and comprehensively and provide customers with the knowledge and skill necessary to prevent recurrence of issues.
Remote and deskside trouble shooting and Support
Performed cycle counts and record keeping of department assets
PricewaterhouseCoopers – Trailblazers, San Jose, CA 7/2022-3/2023
Executive Support Technician / Contractor
Troubleshooting desktop and laptop hardware and software, managing active directory accounts, network printer support, desk side and remote customer support, maintaining open communication with clients, asset management, hardware and software upgrades, adhering to company hardware and software strict standards, prioritizing and escalating help desk tickets, deployment of new systems, provide VPN support, setting up conference rooms with video and laptops.
Receive work from service center tickets, and walk-in, or internal Customer help requests
Troubleshoot and resolve, or escalate more complex service desk tickets in a timely manner while following company standards and policies
Work with the national team to coordinate implementation of new and standard technologies, audio/video, asset management, and Customer service guidelines
Assist in troubleshooting and/or configuring internal user mobile devices
Perform data backups, data restoration, software updates, and providing guidance/knowledge on device usage to our customers
Assist in asset management by labeling and properly storing company assets in accordance with company’s guidelines, and preform weekly cycle inventory counts, to ensure all equipment is accounted for
Provide Customer service and Troubleshoot hardware and software issues at Service Desk Window
San Jose Fire Department – Trend Tec, San Jose, CA 11/2020-5/2022
Desktop Support / Contractor
Troubleshooting desktop and laptop hardware and software, managing active directory user and system accounts, network printer support, desk side and remote customer support, maintaining open communication with clients, asset management, hardware, and software upgrades, prioritizing and escalating help desk tickets, deployment of new systems, VPN support, adhering to department policies on hardware and software standards, and system imaging.
PC troubleshooting and diagnostics of systems
System Imaging / Deployment
Participated in Win 10 upgrade of all fire Stations
Data recovery
Installation of hardware upgrades
Install and configure new software for customers
Created and deleted Active Directory system accounts
Strong customer advocate with a commitment to resolving client issues promptly and comprehensively and providing customers with the knowledge and skill necessary to prevent recurrence of issues.
Unit configuration to department’s guidelines
Performed cycle counts and record keeping of department assets
Up to date on new products, practices and industry standards, and researched new and creative solutions to problems, while communicating results and consulting with IT supports team.
Cisco – CompuCom, Milpitas, CA 11/2019-9/2020
Hardware Technician / Contractor
Asset management, hardware and software upgrades, adhering to company hardware and software strict standards, prioritizing and escalating help desk tickets, deployment of new systems.
Troubleshooting Laptop hardware and software
Replace and upgrade hardware when needed
Install updated software and driver
Full filling customer asset needs
Preform cycle counts of company’s assets
Unit configuration to company’s strict guidelines
Planned Parenthood – CompuCom, San Jose, CA 8/2018-10/2019
Desktop Support / Contractor
Troubleshooting desktop and laptop hardware and software, managing active directory accounts, network printer support, desk side and remote customer support, maintaining open communication with clients, asset management, hardware and software upgrades, adhering to company hardware and software strict standards, prioritizing and escalating help desk tickets, deployment of new systems, provide VPN support, setting up conference rooms with video and laptops.
PC troubleshooting and diagnostics
Recommendations and installations of hardware upgrades
Install and configure new software for customers
Managed server folders, applying special permissions and restrictions in response to specific client needs.
Created and deleted Active Directory accounts and developed control guidelines for accounts.
Strong customer advocate with a commitment to resolving client issues promptly and comprehensively and providing customers with the knowledge and skill necessary to prevent recurrence of issues.
Unit configuration to company’s guidelines
Performs cycle counts of company’s logistics and software licenses
Up to date on new products, practices and industry standards, and researched new and creative solutions to problems, while communicating results and consulting with IT supports team.
Abbott Labs - WWTS, San Jose, CA 03/2016-8/2018
Desktop Support / Contractor
Troubleshooting desktop hardware and software, managing active directory accounts, network printer support, desk side and remote customer support, maintaining open communication with clients, asset management, hardware and software upgrades, adhering to company hardware and software strict standards, prioritizing and escalating help desk tickets, deployment of new systems, provide VPN support, setting up conference rooms with video and laptops.
PC troubleshooting and diagnostics
Recommendations and installations of hardware upgrades
Install and configure new software for customers
Managed server folders, applying special permissions and restrictions in response to specific client needs.
Created and deleted Active Directory accounts and developed control guidelines for accounts.
Strong customer advocate with a commitment to resolving client issues promptly and comprehensively and providing customers with the knowledge and skill necessary to prevent recurrence of issues.
Unit configuration to company’s guidelines
Performs cycle counts of company’s logistics and software licenses
System weekly back-ups and data recovery
Up to date on new products, practices and industry standards, and researched new and creative solutions to problems, while communicating results and consulting with IT supports team.
SVTC, San Jose, CA 2011-2012
Help Desk
Help Desk and systems and customer support, troubleshooting and resolving network problems, managing active directory accounts and Call Tower Accounts and providing VPN support, manage incoming Help Desk tickets, prioritizing new tickets, escalating existing tickets and maintaining open communication with clients. Managing Cisco phone accounts, System backups, imaging and configuring units to the company’s strict guidelines. Setting up conference rooms with Web Ex, laptops and video conferencing. Created and deleted Active Directory accounts and developed control guidelines for accounts.
Create and disable Active Directory account
Create Call Tower and Cisco phone accounts
Strong customer advocate with a commitment to resolving client issues promptly and comprehensively and providing customers with the knowledge and skill necessary to prevent recurrence of issues.
Unit configuration to company’s guidelines
Performs cycle counts of company’s logistics and software licenses
System back-ups and data recovery
Lehigh – Hanson Building Materials, San Ramon, CA
2001 – 2009 / 2012 - 2014
System Analyst 2
Served as onsite, field, and remote technical support point of contact for over 1,000 clients for this high volume cement manufacturing, sand and gravel mining and quarrying company, assisting with routine system, software, hardware and antivirus updates and upgrades, troubleshooting and resolving network problems, monitoring server activity, performing server updates and backups, building units, managing active directory accounts and providing VPN support. Managed incoming Help Desk tickets, prioritizing new tickets, escalating existing tickets and maintaining open communication with clients.
Created and deleted Active Directory accounts and developed control guidelines for accounts
Managed server folders, applying special permissions and restrictions in response to specific client needs
Strong customer advocate with a commitment to resolve client issues promptly and comprehensively and providing customers with the knowledge and skill necessary to prevent recurrence of issues.
Utilized strong knowledge of data recovery to successfully retrieve 20 years’ worth of crucial data for the V.P. of HR.
Designed and created Class 1 and Class 5 dust proof infield work order system enclosure prototypes, which have since been utilized nationwide
Up to date on new products, practices and industry standards, and researched new and creative solutions to problems, while communicating results and consulting with IT supports team
Participated in regular twenty-four hour “on call” rotations, responding to urgent assistance requests
Michael Brown
*********@*****.***
EDUCATION: A.S. Degree, Computer Science, Heald College, San Jose, CA 2000
CERTIFICATIONS:
Itil Certified, 2012
Fundamentals of Server 2003 Network Infrastructure, 2007
Managing Active Directory Object Security, 2007
Managing Active Directory Accounts, 2007
Managing File and Print Resources, 2007
Designing a Physical Network and Topology, 2007
Administering and Monitoring Servers, 2007
Maintaining and Recovering the System, 2007
Supporting Users Running Windows XP, 2007
Administering the Active Directory, Parts 1, 2 and 3, 2004/2005
MSHA (Mine Safety and Health Administration) Trained, 2009
First Aid Certification, 2009
SKILLS:
Windows XP/7/10/11 Microsoft Office Suite / 365 Remote Support
Hardware Repairs McAfee Antivirus Break Fix
VPN – Cisco, Zendesk Remote Desktop Intune
Dameware Active Directory VMware
Computer Architecture Technical Sales Phone support – iOS, Android
Cisco Call Tower Deployment Teams
Imaging Asset Management Slack
Customer Service Software Installation and Updates Windows Defender
Rapid 7 Network Standards and Protocols OKTA
Linux Desktop Support – Ubuntu 22.04 / 24.04 Zscaler
Ticketing Systems: Magic, Solar Winds, Remedy. Zen Desk, and Fresh Service
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