Curtis Brown
Information Technology
Pleasant Grove,Utah
Summary
Determined individual who is pursuing a stable position where I can utilize the skills I have and obtain new skills. Interested in the details of computer hardware and networking. Provides excellent support and maintenance by exercising problem solving skills and careful attention to detail.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Specialist
Paubox, Inc.
Remote (WFH), CA
03.2022 - Current
- Recorded and maintained relevant notes for each client and work order.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Configured DNS records for inbound and outbound emails including DKIM Signing
Jr. Help Desk Admin
TEKSystems: Cementation, Inc
Sandy, UT
04.2021 - 12.2021
- Manage and maintain computer and network systems: Windows 10, Server 2012
- Create and manage users in Office 365 Admin, Active Directory, Group Policies, etc
- VOIP management via Mitel: user creation, IVR setup, rollover/hunt group settings
- Maintain inventory of equipment/assets: Desktop Central, Cisco Admin, Unifi Admin
- Generate SharePoint documentation guides to better assist the team
- Troubleshoot issues: Office 365 Suite, Autodesk CAD, VPN, File permissions in Windows
- Remote assistance via TeamViewer, proficient w/ Remote Desktop, GoToAssist, join.me
Support Engineer
LogMeIn, Inc: GoToConnect
Lindon, UT
09.2018 - 03.2021
- Resolve issues and respond to inquiries for customers at a Tier 2 scope
- Create and manage tickets/cases in Salesforce and JIRA
- Knowledgeable with SIP ladder and diagnosing VOIP issues
- Manual configuration of VOIP/ATA devices: Aastra, Cisco, Polycom, Yealink
- Proficiently inform customers of the cause of their issue and how to resolve it
- Trained with AdTran routers via CLI incl
- DHCP, VLAN’s, Policy Management, etc
- Cont’d knowledge of firewall and router concepts incl
- SOHO & Ent. Grade configurations
- Examine diagnostic software: Debug logs, Web socket logs, SIP trace, BGW & PSTN trace
- Provide remote assistance via GoToAssist, GoToRescue, Seeit, or any means to assist
System Administrator
Temkin International Inc.
Payson, UT
10.2016 - 05.2018
- Established network specifications and analyzed workflow, access, information and security requirements.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Managed onboarding and offboarding of employees.
IT Specialist
Temkin International, Inc
Payson, UT
10.2014 - 05.2016
- Network Administration - Active Directory - Win Server 2012
- Knowledgeable with Windows XP, 7, 10, 11
- Mac OS: High Sierra, Mojave, Catalina, Big Sur
- Intermediate knowledge of Linux distros: Ubuntu, Fedora, Raspbian
- Server & Workstation Virtualization - Remote Service via VPN
- Phone/VOIP Management
- Basic Office Exchange Knowledge - Mobile Device Management Software
- Mobile Device Management Software - Voice New Ideas for Better Efficiency and Productivity
Education
Associate’s Degree - Computer Networking
Stevens-Henager College
08.2011 - 06.2013
Skills
Windows XP, 7, 10, 11
Linux distros: Ubuntu, Fedora, Raspbian
Server & Workstation Virtualization
Office & Exchange
Mobile Device Management
Phone & VOIP Management
Programming & Scripting
Customer Service
Timeline
Technical Support Specialist
Paubox, Inc.
03.2022 - Current
Jr. Help Desk Admin
TEKSystems: Cementation, Inc
04.2021 - 12.2021
Support Engineer
LogMeIn, Inc: GoToConnect
09.2018 - 03.2021
System Administrator
Temkin International Inc.
10.2016 - 05.2018
IT Specialist
Temkin International, Inc
10.2014 - 05.2016
Associate’s Degree - Computer Networking
Stevens-Henager College
08.2011 - 06.2013