Robert L. Brown
605 Century Drive - Winder, Ga.
30680
Phone: (678) 987-8894 * Cell: (678) 787-0867
E-mail: rlbrownjobs@gmail.com
IT Specialist with 15+ years of professional experience in Network
Administration and Technical Support. Possess exceptional technical &
customer service skills, willing to work overtime, and most importantly as a
team.
PROFESSIONAL EXPERIENCE:
System
Support Specialist
Volvo
Dealer Business Services IT (Greensboro, NC) - 01/2011 to 10/2016
Function
as single point of contact to support all customers and internal employees in
using the applications and infrastructure.
Ensure
that all problems and requests are logged and tracked in the Remedy Case
Management System correctly and accurately.
Resolve
incidents, escalate where necessary and follows up on open cases.
Troubleshoot
technical issues using personal skills, knowledge base, vendor literature and
communication with team members.
Participate
in new application rollouts to test and learn applications.
Present
feedback to development teams on how applications and infrastructure can be
improved.
Work
with the other team members to exceed the Local and Global KPI requirements
that are assigned by management.
Technical Environment:
MS Windows XP/7/8/10, MS Office
2007/2010/2013, TCP/IP, Symantec Norton Anti-Virus, McAfee Anti-Virus, AVG
Antivirus, Panda Antivirus, VINST, Remedy, Tech Tool
Collector
1, Collections
CitiGroup (McLeansville, NC)
09/2009 to 01/2011
Analyze the Customer’s problem
Educate
customers, negotiate payment arrangements, and apply applicable solutions.
Contact
as many customer’s as possible with the purpose of resolving their
delinquency
Adhere
to company policies and procedures
Properly
document call results utilizing various software applications
Technical Environment:
MS Windows XP/Vista/7, MS Office
XP/2003/2007, TCP/IP, McAfee Anti-Virus, Remedy
Technical
Contractor
Fujitsu (Atlanta, GA) 12/2006 to
06/2008
Installation of POS equipment in
commercial businesses
Troubleshooting
of technical issues related to O/S, routers and networks
Trouble shooting of laptops running
Windows 2000/XP
Trouble shooting and installation of
Cisco routers, switches and firewalls
Trouble
shooting and installation of Nortel routers and switches
Technical Environment:
MS Windows XP, Cisco IOS, DHCP,
TCP/IP
Tech
II, Advanced Support
Time-Warner Cable (Greensboro, NC)
06/2008 to 09/2009
Troubleshoot video, digital phone and
data services with subscribers
Resolve data problems that involve
local network issues, email issues, modem trouble and other equipment and/or
software configurations
Responsible
for troubleshooting different Hardware/network related issues through phone
support
Utilize reasoning and critical thinking
skills; identify appropriate fix agent and resolve single-user issues
Assist,
coach, train all support representatives on work-related procedures and
products
Work
with supervisors to streamline troubleshooting processes as well as create
and maintain appropriate troubleshooting procedures
Technical Environment:
MS Windows XP/Vista, MS Office
XP/2003/2007, DHCP, TCP/IP, Symantec Norton Anti-Virus, McAfee Anti-Virus,
Remedy, Cable Edge, ICOMS
Technical
Contractor
Fujitsu (Atlanta, GA) 12/2006 to
06/2008
Installation of POS equipment in
commercial businesses
Trouble shooting of laptops running
Windows 2000/XP
Trouble shooting and installation of
Cisco routers, switches and firewalls
Trouble
shooting and installation of Nortel routers and switches
Technical Environment:
MS Windows 2000/XP/Vista, MS Office
XP/2003/2007, MS Access, DHCP, TCP/IP, VPN, Active Directory, Symantec Norton
Anti-Virus, Symantec Norton Ghost, Corel WordPerfect, Adobe Acrobat, HP Jet
Admin, VERITAS Backup Exec, e-directory
LAN
Administrator
U.S. Department of Agriculture
(Atlanta, GA) 7/2005 to 3/2007
Responsible for responding to help desk
tickets, GroupWise/Novell related issues, and assist in problem solving
Supported multiple GroupWise domain
system, performing day to day task including creating and deleting users,
resources and distribution lists, and moving and renaming users.
Assist in back up and disaster
recovery.
Trouble shooting of laptops running
Windows 2000/XP
Trouble shooting of servers running
Novell Netware 6.5 and Windows 2000/XP
Technical Environment:
MS Windows 2000/XP, GroupWise
6.0/6.5, Netware 6/6.5, GWAVA, MS Office XP/2003, MS Access, DHCP, TCP/IP,
VPN, Active Directory, Symantec Norton Anti-Virus, Symantec Norton Ghost,
Corel WordPerfect, Adobe Acrobat, HP Jet Admin, Console One, VERITAS Backup
Exec, e-directory
GroupWise
Support Engineer
Dept. of Human Resources, State of
Georgia (Atlanta, GA) 5/2004 to 5/2005
Responsible for responding to help desk
tickets, GroupWise/Novell related issues, and assist in problem solving
Supported multiple GroupWise domain
system, performing day to day task including creating and deleting users,
resources and distribution lists, and moving and renaming users.
Assist in back up and disaster
recovery.
Support Blackberry, PDA and remote
users.
Connected GroupWise Internet/Intranet
Access and users to other users both within DHR and via internet mobile
access methods, and connecting to other mail systems.
Trouble shooting of laptops and
desktops running Windows 2000/XP/98
Technical Environment:
MS Windows 98/NT/2000/XP, GroupWise
6.0/6.5, Netware 5/6, GWAVA, MS Office XP/2003, Cipher Trust, MS SQL Server,
MS Access, Citrix Mainframe, HP/Compaq Insight Manager, DHCP, TCP/IP, VPN,
Active Directory, McAfee Anti-Virus, Corel WordPerfect, Adobe Photoshop,
Adobe Acrobat
Consultant
Spherion Technologies (Lyndhurst,
NJ) 2/2002 to 1/2004
- Panasonic EDI: (Secaucus, NJ)
Performed helpdesk duties using remedy
Performed troubleshooting and provided
expedient solutions
General maintenance of LAN services
(files, printers, e-mails, fax, servers, RAS) running Windows 2000
-
Dendrite: (Morristown, NJ)
Participated in the roll out of
“Sherlock” software for Pfizer pharmaceutical reps
Performed troubleshooting and provided
expedient solutions
Assisted in the configuration of
laptops (Windows 2000)
- Sungard: (Carlstadt, NJ)
Windows 2000 server builds
Configuration of operating systems
(Windows 2000)
Created user accounts and assigned the
necessary levels of permissions
Troubleshooting of Application servers
Assisted in Remote Access disaster
recovery testing
- HSBC: (Upstate NY Branches)
Rollout of new equipment and services
Configuration of operating systems
(Windows NT 40)
Created user accounts and assigned the
necessary levels of permissions
Troubleshooting of desktop application
problems
- EDS: (Social Security Administration;
Jamaica, NY)
Assisted in the expansion of the PBX
system
PC maintenance
Monitoring network and server activity
for performance and reliability
Technical Environment:
MS Windows NT/2000/XP/ME/98, MS
Exchange 2000/5.5, MS Outlook XP/2000, MS Office 98/2000/XP, MS SQL Server,
MS Access, DHCP, TCP/IP, VPN, Active Directory, Symantec Norton Anti-Virus,
GroupWise, Remedy, RAS, VERITAS Backup Exec, UNIX, Corel WordPerfect, Adobe
Photoshop, Adobe Acrobat
Network
Administrator
Bee-Alive, Inc (Valley Cottage, NY)
11/2000 to 2/2002
Provided 1st Point of contact for all
major system outages and network troubles
Planned, installed, configured, and
maintained MS Exchange topology, providing reliable in-house email service
Management of the Windows NT and UNIX
networks
Management and Administration of the
messaging system consisting of MS Exchange 5.5 server, Internet Mail Service
(IMS) server, and Outlook Web Access (OWA) server Servicing 400+ users
Implemented roaming NT user profiles
Performance, analysis, reporting,
documentation, maintenance of mail related DNS records, development of company
email security policies
Negotiated contracts, determined future
capacity and supported “Nortel” PBX switches, as well as other
telecommunications equipment
Strategized with innovative ideas and
systems to support overall business objectives
Installed and administered server
products; developed, documented, and maintained server configuration and
standardization; Provided workstation assignments, remote dial-up, email, and
printer services; Restricted unauthorized access of network resources; Reviewed
server loads and recommended load balancing for optimization
Provided support for the day-to-day
activities, relationships, and resources necessary for the continued
operation of the business information systems
Provided helpdesk to over 400+
end-users and two remote offices, assisted with solving problems and provided
expedient solutions to meet their needs
Responsible for all data and network
security
Developed the disaster recovery plan
for the organization, with the goal of restoring network connectivity within
a four-hour time period
Managed the backups using “VERITAS
Backup Exec”, ensuring that backups were completed on a regular basis and the
integrity of the backups
Management of the daily process of data
transmissions containing customer information and financial data
Running the daily customer invoices
Technical Environment:
MS Windows NT/2000/XP/ME/98/95, MS
Exchange 2000/5.5, MS Outlook XP/2000/98, MS Office 98/2000/XP, MS Access,
DHCP, TCP/IP, VPN, Active Directory, Symantec Norton Anti-Virus, HP Jet
Admin, Track It, RAS, VERITAS Backup Exec, UNIX, Cisco 2600/1700 routers, MS
IIS, Dynamic DNS, MS Terminal Server, MAC OS 9/X, Corel WordPerfect, Adobe
Photoshop, Adobe Acrobat
Network
Manager/Consultant
STG, Inc. (Fairfax, VA) 9/1999 to
8/2000
- United States Mission to the United
Nations (USUN)
Administration and maintenance of 4 MS
Exchange 5.5 servers
Provided technical support for over
1000+ users, at the US Mission to the United Nations (USUN)
Conducted analyses of the
effectiveness, and productivity of existing Windows NT servers, MS Exchange
server, Right Fax/Internet server, and Print server
Conducted regularly scheduled
maintenance procedures such as backups, updates, creating user accounts and
assigned the necessary levels of permissions, configured individual MS
Outlook accounts and downloading processes
Managed several projects including
leading the test trials of Windows 2000 & MS Office 2000, the migration
from Biscom Fax to RightFax 60, the upgrades of stand-alone internet PC’s from
Win 95 to Win 98 Provided technical advice, consultation, and support for the
design and development of new or modified information management systems,
programs, and macros
Participated in the upgrade from Cisco
2500 series to Cisco 7200 series routers, and conducted monitoring
Carried out help desk operations, which
provided user support & technical assistance for all hardware and
software utilized at USUN
Responsible for ensuring that
classified information systems are used and operated according to Federal and
Department of State security requirements
Technical Environment:
MS Windows NT/ME/98/95, MS Exchange
2000/5.5, MS Outlook 2000/98, MS Office 98/2000, MS Access, DHCP, TCP/IP,
VPN, Active Directory, Symantec Norton Anti-Virus, HP Jet Admin, Track It,
RAS, VERITAS Backup Exec, UNIX, Cisco 2600/7200 routers, Dynamic DNS, MS
Terminal Server, Lotus Notes, Rightfax, Banyan Vines, Corel WordPerfect,
Adobe Photoshop, Adobe Acrobat
LAN/WAN
Analyst, Consultant
Infotex Systems (North Plainfield,
NJ) 2/1996 to 9/1999
Planned, designed implemented a Local
Area Network (Ethernet)
Installation and configuration of
operating systems (Windows NT 40, Windows 98) and Network Adapter Cards
Created user accounts and assigned the
necessary levels of permissions
Configured individual Outlook accounts
General maintenance of the LAN services
(files, printers, e-mails, fax, RAS)
Involved in the troubleshooting of
desktop, application, laptop, and server problems
Monitoring of all MS Exchange directory
replication, site connectors, and Internet Mail Service (IMS) connectors
Installed configured and scheduled
Seagate Backup
Management and Administration of
Microsoft Exchange, MS Office Suite, Microsoft SNA Client for 95/NT and Anti-Virus
applications (Innoculan, Norton Anti- Virus & McAfee)
Installation of AS400 for SNA Client,
Rumba 31 for 95/NT, Quota Manager for assigning disk space quota in the
server, Internet software and browsers
Installation, configuration and
enabling of Remote Access Service (RAS), Modems, ISDN
Configuration and troubleshooting of
client’s various hardware, desktops, laptops and server problems
Monitored, configured and supported
Cisco routers network running RIP, OSPF, and IGRP
Implementation of TCP/IP using Dynamic
Host Configuration Protocols (DHCP), enabling Windows Internet Naming System
(WINS)
Involved in the day-to-day
troubleshooting of LAN, workstation, and PC problems both one on one and over
the phone
Installation and configuration of
Modems, Network-Cards, Sound-Cards; Installation of Applications (MS Office
Suite, Microsoft Project, and Microsoft Outlook)
Conducted troubleshooting of WAN
problems and other issues
Assisted in upgrading Exchange sites to
latest version and service pack level
Configuration of Remote Access Services
(RAS)
Supported over 700 users on the
day-to-day network problems
Technical Environment:
MS Windows NT/98/95, MS Exchange
5.5/5.0, MS Outlook, MS Office, MS Access, DHCP, TCP/IP, VPN, Symantec Norton
Anti-Virus, MacAfee Anti-Virus, HP Jet Admin, RoboMan, RAS, VERITAS Backup
Exec, Seagate Backup, UNIX, Cisco 2600/7200 routers, DNS, MS Terminal Server,
Lotus Notes, Banyan Vines, Corel WordPerfect, Adobe Photoshop, Adobe Acrobat
EDUCATION/TRAINING:
Certificate: Brainbench “Windows NT
Workstation”
AAS, Civil Engineering Technology; New
York City Technical College (CUNY), 1984
MILITARY EXPERIENCE:
Pennsylvania
Army National Guard, (1990 to 2000) – Company Commander
New York Army National Guard, (1988 to
1990) – Platoon Leader
United States Marine Corps Reserve,
(1984 to 1988) – Squad Leader
United States Marine Corps, (1980 to
1984) – Squad Leader
Security
Clearance: Secret (S)