IT Support & Digital Forensics Analyst Resume

TREMAYNE BROWN

***.*****@*****.*** 404-***-**** Austell, USA 30106 WWW: Bold Profile

Summary

IT Support and Digital Forensics Analyst with extensive experience resolving complex technical issues and improving support systems. Skilled in advanced troubleshooting and remote service support for enterprise environments, consistently ensuring optimal outcomes under pressure. Proven track record collaborating with diverse teams to refine processes and integrate innovative technical solutions, driving continuous improvement. Skills

●Windows operating systems

●Mac operating systems

●Analytical skills

●Interpersonal skills

●Communication skills

●Remote Software deployments

●Azure Active Directory

●Beyond Compare software

●Sentinel One

●VPN

●Chain of custody

●Data extraction

●Forensic Tool Kit (FTK) imager

●Cellebrite UFED 4 PC

●ADF solutions

●SUMURI Recon ITR

●SUMURI Paladin

●Forensic Email Collector

●ManageEngine

●MDM/MAM management

●SLA Monitoring

●Data center

●Organizational Skills

●Technical Skills

●Data Governance

●Data Asset Management

●Data Collection

●Cellebrite Inseyets

●Magnet Axiom

●Forensic Tools

●Logicube Talon

●Tableau

●Bitvise

●Digital forensics

●Cloud computing

●Evidence management

●Technical troubleshooting

●Data analysis

●Remote support

●System upgrades

●Forensic tool usage

●Problem solving

●Attention to detail

●Client relations

●Inventory management

●DUO Security

●JIRA Service Management

●Confluence

●MFA management

●Multitasking

●Cabling

●Digital Asset Management

●Google APIs

●DFIR

Experience

Worldwide TechServices

Dynamic Pc Support Technician

11/2025- Present

● The Dynamic PC Support is a position that performs tasks related to the repair of a variety of client products

● Performs basic and moderately complex troubleshooting activities for desktops and laptops

● May support Desk Side applications and infrastructure IST Management Services

Jr. Digital Forensics Analyst

07/2022 - 06/2025

● Interacts directly with clients to address technical issues and respond to them timely and accurately

● Provide customer support for designated equipment

● Answer client questions in a professional manner

● Accept and deliver all service calls assigned within the established service level agreement for each client

● Meet established customer service satisfaction criteria as outlined in established guidelines and policies

● Complete all administrative tasks associated with each call as documented in established policies and guidelines

● Complete real-time reporting of all calls as documented in established policies and guidelines

● Follow various established policies, guidelines, and documents relating to the successful delivery of service for each client

● Ensure control of assets and inventory through prompt turnaround of parts and equipment as required by client service agreements

● Report all activity in an accurate and timely manner

● Understand all Safety policies and guidelines and work within the guidelines of policies daily

● Additional requirements may exist if offer of employment is extended

● Other duties may be assigned to meet business needs

●Adapted to ever-changing situations and constraints during a collection, while remaining calm under pressure.

●Maintained, updated, and tested forensic software to ensure optimal performance.

●Solid experience in applying forensic tools and applications on cloud based and on-prem systems.

●Received, inventoried, signed, and maintained chain of custody for the life cycle of delivered evidence during production of ESI.

●Captured mobile phones using Cellebrite Inseyets and UFED to create forensically sound images for analysis on incoming cases.

●Conducted employee departure investigations using Magnet Axiom for analysis and reporting.

●Reviewed created Forensic images through Forensic Tool Kit (FTK) to ensure completed and verified images for analysis.

●Disassemble, configure, and troubleshoot computer hardware.

●Prepared new case files and chain of custody documentation; labeled evidence received for laboratory.

●Maintaining confidentiality of investigation information.

●Monitor detection systems for anomalies and internal abuse. IST Management Services

IT Support/Network Analyst

03/2017 - 08/2024

• Successfully utilized GotoAssist, Webex, and RingCentral to deliver effective remote service support to clients, thereby increasing customer satisfaction and decreasing service downtime by facilitating quick resolutions and seamless communication.

• Used RMA system through SalesForce to repair PDAs, which reduced costs for the IT support department and improved repair efficiency

• Leveraged IST Suite for ticket documentation and troubleshooting SOPs, improving the accuracy and efficiency of support operations

• Administered RingCentral phone system to create users, maintain phones, and configure new hardware, ensuring seamless communi- cation and operational efficiency

• Replaced hardware components for PCs, laptops, and handheld devices, significantly boosting the devices' performance and users' productivity by reducing downtime and ensuring smooth operation.

• Optimized deployment and maintenance of Sentinel One Antivirus across the network to PCs in the field, which enhanced security protocols and significantly reduced malware incidents, ensuring a more robust protection for sensitive data systems.

• Analyzed and resolved technical issues for established networks, laptops, desktops, printers, and servers in a timely manner to ensure minimal downtime.

• Installed Microsoft SQL Server to create and manage client/server configurations, improving data management and accessibility

• Performed remote OS upgrades from Win 10 to Win 11, ensuring systems were up-to-date and enhancing user experience

• Maintained, troubleshot, and deployed proprietary software, improving system reliability and user satisfaction

• Managed system upgrades, created comprehensive system documentation, and provided daily administration support, resolving hardware, software, and communication issues effectively, which improved overall efficiency and helped support staff and users identify and fix problems using SUMURI Recon ITR and Logicube Talon.

• Provided telephone support for national clients, implemented new client setups, and traveled 10% of the time, enhancing client satisfaction and service delivery

• Provided telephone support to troubleshoot software and hardware issues for end users, leading to faster issue resolution and improved user experience.

• Administered the LAN and WAN daily to ensure high system stability and integrity, effectively troubleshooting and resolving network issues, which led to a 20% reduction in downtime and consistently maintained optimal network performance.

• Implemented regular hardware and software upgrades for users, including operating systems and applications, which led to improved system reliability and increased user productivity by reducing downtime and enhancing overall performance.

• Identified and fixed network devices in response to security threats, ensuring network integrity and minimizing downtime

• Successfully planned and executed comprehensive software and hardware upgrades, managing desktop rollouts that improved system performance and increased user satisfaction by ensuring smoother IT operations and timely troubleshooting.

• Completed assigned projects and provided daily reports, ensuring project milestones were met and communicated effectively

• Maintained inventory for the full electronic device life cycle, optimizing resource allocation and reducing waste

• Enhanced user lifecycle workflows, resulting in quicker onboarding and offboarding processes and improved overall user management efficiency.

• Installing and configuring new and existing users from Office 2016 to Office 365.

• Administered and supported SSO integrations and MFA policies, reducing unauthorized access incidents by 20% and optimizing login processes for 500+ employees, thereby enhancing overall security and efficiency within the organization.

• Data center skills and experience in installing/moving equipment.

• Completed removing, installing, cabling, and racking servers for upgrade project in Data Center.

• Migrated servers to new racks for expansion projects in Data Center.

PNC Bank

Branch Service and Sales Associate

08/2014 - 02/2017

● Provided courteous and efficient service to clients, enhancing their experience and satisfaction

● Led clients through the adoption of various technological tools, empowering them to explore innovative solutions and significantly enhance their financial well-being and goal achievement.

● Utilized tools and techniques to understand customer needs effectively and marketed a diverse selection of bank products, resulting in improved client satisfaction and deeper customer engagement through tailored solutions.

● Successfully promoted innovative financial ideas and tailored solutions to both new and existing clients, leading to a significant increase in revenue generation and enhanced client relationships.

● Built and maintained customer relationships, enhanced their financial well-being, and collaborated with colleagues to increase business by educating customers on using technology for transactions and resolving issues

● Engaged in sales conversations through calls, teller interactions, and lobby engagement to present PNC solutions, successfully acquiring and retaining customers

● Handled daily branch operations, including teller transactions, while adhering to policies and procedures to manage risk and prevent losses, ensuring smooth and secure operations.

Injured Gadgets

Shipping Manager

10/2011 - 08/2014

●Assign duties and examine work for exactness, efficiency and conformance to policies and procedures.

●Inspections of all foreign and domestic packages to ensure correct shipment content and optimal consistent customer satisfaction.

●Performed hardware upgrades on office computers ranging from motherboards, ram, hard processors, drive installation, software installation, software updates.

●Provided network support: broadband network setup, security camera link up, troubleshooting network connections.

●Developed a new inventory system to ensure accurate inventory on hand. Education

The Art Institute of Atlanta Atlanta, GA

Bachelor of Fine Arts Degree in Computer Animation Graduated 2005 Certifications

● Cellebrite Certified Operator (CCO)

Issued Aug 2024 · Expires Aug 2026 Credential ID AAS-0178295

● Cellebrite Certified Physical Analyzer (CCPA)

Issued Aug 2024 · Expires Aug 2026 Credential ID AAS-0178297

● Lenovo Qualified PC Service Technician

Issued Nov 2025

Accolades

●Legal Solutions Employee of the year, 2024

●Legal Solutions Employee of the year, 2023

●Most Helpful Corporate Employee of the year, 2019

#HRJ#●Network 8ff5af8a-70b1-40fd-a78a-28ec0f62e5c1# Employee of Year, 2018

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