Help desk/ IT/ Network Technician/Desktop support, Technical support

1. Michael Brown
Technical Support Representative Tier II
714-727-4735 | MichaelBrown7090@hotmail.com | 13411 Springdale street, Westminster, CA 92683
Summary
Resourceful Compute Support Specialist providing comprehensive support to ensure that all relevant hardware and
software is operating efficiently
Skills
 Troubleshoot company’s proprietary software and hardware using necessary tools.
 Provide technical assistance and support for incoming inquiries and issues related to Teletrac Navman's
hardware and software applications.
 Handle incoming customer email inquiries in a timely manner.
 Update and manage queue to comply with Service Level Agreement, take ownership of created cases and
conduct close follow up until resolution.
 Knowledge of computer systems running VTM software for Windows XP, 7,8 and 10.
 Re-imaging Computer Platforms and Bios Configurations to the correct settings.
 Configuring and setting up user accounts with access privileges.
 Installing, configuring and setting up hard wired and wireless card readers in laundry locations
 Use tracking software to keep track of all products working and not working
 Dealing with customer emails phone calls and request on different levels of IT support questions.
 Analyze customer products in person, by phone or email using software testing tools
 Provide a visual collection data from VTM systems and which can be read on the VTM display on site.
 Provided base level IT support to non-technical personnel within the business.
 Reviewed technical documentation and procedures.
 Installed software, modified and repaired hardware and resolved technical issues.
 Identified and solved technical issues with a variety of diagnostic tools.
 Troubleshot and maintained all networking devices and infrastructure across the enterprise including
switches, routers and firewalls.
 Documented all server and network problems and other unusual events in detail.
 Designed and implemented networks in collaboration with project engineers.
 Incorporated feedback and recommendations from other staff members when modifying software.
 Monitored system logs for all company computers and devices to maximize uptime.
 Re-image and re-installation of computer operating systems (Windows XP, Vista & 7)
 Recommendations for hardware and or software upgrades needed to be done
 RDP remote access to customer PC's to check the status of the computer problem.
 Set up equipment for 500 employees, including installing cables and hardware.
 Set up and configured hardware and software on company equipment.
 Ordered necessary supplies and parts to repair malfunctioning hardware.
 Maintained accurate hardware and software inventories.
 Built and repaired Lenovo, Dell and HP computers.
 Repaired and replaced hardware, including hard drives, Memory, video cards and others.
 Restored data, operating systems, files, documents and drivers.
 Trained both internal and off-site users in repairing and resolving recurring issues.
 Resolved computer hardware and software, printing, installation, word processing, email and operating
systems issues.
 Monitored the company's wireless network and servers to make sure that
 Everything is running correctly.
 Set up and configured hardware and software on company equipment.
 Upgraded and expanded network systems and their components.
 Ability to identify and resolve problems in software installation and functionality.

2. 2
 Skilled in setting up local and third party networks, installing new internet WIFI, Ethernet and DSL
connections.
 Proficient in installation of relevant software when installing a new hardware device.
 Well versed in setting up multimedia screen and equipment for enlarged display and presentations.
 Familiar with android tablets, developing, downloading and managing applications for the same.
 Competent at handling firewall and malware issues.
 Proficient in formatting PCs and retrieving accidentally deleted data from the system when needed.
 Provided base level IT support to non-technical personnel within the business.
 Resolved problems with malfunctioning products.
 Activated accounts for clients interested in new services.
 Researched, troubleshot and resolved complex problems independently.
 Reviewed logs for all networking devices for unresolved abnormalities and problems.
 Data base recovery for clients lost information that needs to be found.
 Reviewed logs for all networking devices for unresolved abnormalities and problems.
 Upgraded and expanded network systems and their components.
 Communicated with vendors to resolve network outages and periods of reduced performance.
 Incorporated feedback and recommendations from other staff members when modifying software.
 Completed remote repairs involving software solutions and hardware repairs.
 Defined security requirements for computer systems, including mainframe, Workstations and personal
computers.
Experience
Technical Support Representative Tier II Teletrac Navman, Garden Grove, CA August 2017-Present
Senior Technical Support, ESD West, Anaheim, CA Dec 2016-Aug 2017
Customer Service Repair Technician, Promate Solutions, Tustin, CA Dec 2015-Dec 2016
Network Technician one, The Computer Merchants, Orange, CA
Technical Support Analysist, Samsung Laptop Customer Service, Anaheim, CA
Desktop Support, Apex systems, San Francisco, CA
Help Desk, ABC Networks, Oakland, CA
Help Desk, The Oaks, Spokane Valley, WA
Network Technician, Infusion IT, Spokane Valley, WA
Desktop Support, Apex Systems, Spokane Valley, WA
Dec 2015-Feb 2016
Jan 2015-Jan 2016
Jan 2011-Feb 2015
Jan 2009-Dec 2011
Jan 2005-Dec 2009
April 2007- Dec 2007
Jan 2005-Dec 2006
Education
Bachelor of Science, ITT-Technical Institute , Spokane Valley, WA Sep 2005-Sep 2007
Information Systems Security
Associate of Applied Science, ITT-Technical Institute, Spokane Valley, WA Sep 2003- Sep 2005