Philip E. Brown

Cell: (972) 695-9808

Philip.brown1@gmail.com

 

Objective:Seeking a position in an information system department that will allow implementation of over ten years of technical skills and an opportunity for professional growth based on performance.

 

Clearance:DHS Secret (TSA)

Computer Skills:Windows, Active Directory, DNS, DHCP, LDAP

 

 

Certifications:CompTIA Network+

CompTIA A+

 

Education:Bachelor of Science in Computer Science - 2016

Diploma Greece Arcadia High School - 1996

 

PROFESSIONAL HISTORY:

 

March 2016Major Incident Manager

to presentCSC

·               Managed large scale enterprise major incidents for multiple clients.

·               Ensured that all engaged resources complied with all applicable standards and processes.

·               Directed and coordinated technical and management resources to ensure all necessary resources were engaged to resolve major incidents.

·               Responsible for ensuring that all engaged technical and management resources are aware of applicable SLA’s.

 

April 2013 toHelp Desk Technician

Feb 2016CSC

·               Assisted customer in resolving technical problems by providing guidance regarding software and hardware problems.

·               Logged and tracked inquires using a problem management database.

·               Answered service desk telephones for the assigned account and responded to customer inquiries to ensure customer needs were met.

·               Identified, evaluated, and prioritized customer problems and complaints to ensure that inquiries were resolved appropriately.

 

July 2012 toTech Lead / PC Refresh Technician

March 2013Disys / Dell

·               Migrated data from the XP PC to the Win7 PC and verified all users’ settings and that all required software is installed.

·               Installed and configured new PC and all related peripherals.

·               Assisted onsite IT department with troubleshooting technical issues arising from the refresh.

·               Responsible for assigning and inspecting technician’s daily work.

·               Communicates with the customer to ensure that all issues are resolved to the customers’ satisfaction.

·               Responsible for filling daily reports to the Project Manager, and ensuring that he is kept up to date on any issues that come up.

 

 

July 2011 toJr. Systems Administrator

June 2012Insight Global / FedEx Office, Plano, TX

·               Responsible for new user email account creation as well as resource email account and network shared folder access.

·               Responsible for troubleshooting user account and network resource access issues.

·               Responsible for monitoring ticket queue and ensuring that all tickets are updated in a timely manner.

·               Created and maintained any needed resource mailboxes, distribution groups, and security groups, as well as configuring new network shares.

 

May 2011 toDesktop Support

June 2011TEKSystems / TDAmeritrade, Ft. Worth, TX

·               Responsible for performing inventory of all IT equipment for approximately 1000 users.

·               Served as tier 2 deskside support for several call centers and VIP users. Responsible for troubleshooting hardware and software issues for Dell laptops and desktops.

·               Responsible for setting up IT equipment for new users.

 

May 2009 toSystems Administrator / Deputy Team Lead

Apr 2011TEKSystems / Dept of Homeland Security, Washington, DC

·               Responsible for BES account creation, modification, and new device migration. Also responsible for device troubleshooting.

·               Maintained the print and DHCP servers for multiple sites. This includes the creation, monitoring, and retirement of print queues and IP reservations.

·               Served as tier 3 systems administration support for deskside support technicians at multiple locations.

·               Assisted with data drop configuration and troubleshooting network connectivity.

·               Served as deputy team lead for a site with 1500 users. Responsible for assigning daily tasks for 8-12 technicians.

 

Nov 2006 toUnisys CIR

May 2009Unisys, Reston, VA

·               Responsible for reimaging Dell desktop and laptop computers, bi-weekly tape backup at 2 locations, adding and removing user computers to the domain.

·               Serves as tier 2 desk side technician responsible for troubleshooting hardware and software on Dell Inspiron laptops, Optiplex desktops and printers.

·               Trained and mentored newly assigned technicians on maintenance and troubleshooting of desktop and portable systems as well as installing and configuring components.

·               Responsible for monitoring ticket queue, updating service orders, filling out part order requests and ensuring that all tickets are updated in a timely manner.

·               Responsible for installation, configuration, maintenance and trouble resolution of Dell and Gateway desktop and laptop personal computers.  Replaced motherboards, power supplies, optical drives, hard drives, and expansion cards. Rebuilt laptop LCD monitors.

 

Oct 1996 toUH-60 Helicopter Repairer / Team Leader / Operations Manager

Mar 2006 United States Army

·               Led a team of 7 personnel during Operation Iraqi Freedom.

·               Led 15 personnel team; responsible for providing maintenance support for 30 UH-60 Blackhawk Helicopters valued at over $12,000,000 each and ensuring that the repair matrix was met 98% of the time.

·               Led a 12-person combat search and rescue team consisting of authoring technical and operational documentation, training, property accountability, and ensured a 100% safety rating for the team.

·               Selected as the assistant manager for the Aviation Life Support Equipment shop. Responsible for inspecting and scheduling inspections for $3,000,000 worth of aviation life support equipment and ensuring that $200,000 worth of medications is kept up to date.

·               Setup and maintained a company communications network involving 5 other units at 10 locations during Operation Joint Guardian in Kosovo