Brent Young
Houston,TX
Summary
MSP Engineer and Technical Alignment Manager supporting workstations, servers, Microsoft 365, Active Directory, VPNs, firewalls, and backups. Resolves complex incidents, maintains system uptime, and supports onboarding, offboarding, and user access changes while keeping clients informed through clear ticket updates and timely communication.
Overview
1
1
Certification
22
22
years of professional experience
Work History
MSP ENGINEER + TAM (TECHNICAL ALIGNMENT MANAGER)
CITOC
HOUSTON, TX
07.2023 - Current
- Monitored and troubleshoot workstations, servers, backups, VPN, Microsoft 365, Active Directory, network switches, firewalls, and managed printers to ensure reliable system performance.
- Engaged with clients to assess and address technical needs, providing tailored solutions to enhance user experience. Engage directly to address technical needs.
- Diagnosed and resolved software issues, liaised with vendors, and provided advanced user support.
- Active Directory: Reset passwords, and troubleshoot replication, authentication, and Group Policy issues.
- Windows OS Errors: Verify OS errors, and determine formatting/reimaging needs. Hardware Support: Troubleshoot PC hardware, and identify warranty-eligible equipment.
- Onboarding & Offboarding: Create/terminate user accounts, and set up workstations per procedures.
- Printer C Email Issues: Resolve complex problems, including network connectivity, driver conflicts, server errors, and security configurations.
- Worked closely with support team members to share information and resolve issues: Collaborate efficiently within the support team.
- Identified and implemented improvements in ticket processes, streamlining issue resolution and documentation practices: Continuously refine ticket processes, and maintain detailed documentation.
TIER 2 HELPDESK ADMIN + FIELD TECHNICIAN
EPC Group
HOUSTON, TX
03.2021 - 07.2023
- Provided managed service support to external and internal clients, ensuring timely issue resolution and client satisfaction
- Experience with Connectwise and Syncro to access clients remotely and resolve issues
- Provided desktop support for Windows and mac devices
- Created and managed user accounts and permissions in Azure Active Directory, enhancing access control and security
- Installed and managed anti-virus software including Huntress and Vipre, safeguarding client systems against threats
- Setup and troubleshoot Microsoft Office apps using O365 admin
- Installed network devices such as printers, scanners, ip phones, and Yea-Link communication audio/visual equipment
- Setup site to site VPN access, configuration of routers, switches, and firewalls
- Possesses strong verbal (via phone and video conference) and written (via email and ticketing system) skills to provide outstanding customer service.
TIER II HELPDESK
PS LIGHTWAVE
HOUSTON, TX
01.2013 - 03.2021
- Assisted small to enterprise businesses with network configuration and troubleshooting via phone in NOC setting, enhancing client connectivity and service reliability
- Documented every customer interaction internal/external using OTRS ticket system
- Supported O365 applications for users to ensure seamless access and functionality., Windows 10, Webex, Microsoft Suite
- Setup and maintained data equipment cabinets and frames, data servers, switches, routers, repeaters, bridges, gateways, multiplexers, transceivers, firewalls, Bedford and fuse panels.
- Conduct testing and document performance characteristics of hardware and software; determine efficiency, reliability, and compatibility with existing system.
- Worked as dispatcher for fiber technicians to coordinate fiber builds, outages, and maintenance while also communicating with contract services
- Generated company and team reports using Microsoft Excel to support data-driven decision-making
- Experience with Microsoft SharePoint to upload company documents to be shared throughout the company departments
- Coordinated meetings with clients and vendors to facilitate effective communication. with vendors and customers via Polycom conference bridge, Microsoft Skype for business, and CISCO Telepresence
LEVEL 3 - TECHNICAL SUPPORT COORDINATOR
VERIZON WIRELESS
HOUSTON, TX
01.2005 - 01.2012
- Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
- Troubleshot user-reported IT issues and delivered resolutions via remote desktop, improving client incident resolution speed.
- Handled inbound technical support calls, resolved network errors, and educated clients to minimize repeat concerns, enhancing overall client satisfaction.
- Prepare documentation and training materials to conduct user trainings for new and updated products and services
- Demonstrated effective communication skills to engage with clients at all levels.
- Performed online troubleshooting: identified problems, provided technical advice, and monitored service requests for follow-up, ensuring timely issue resolution.
- Walked clients through setting up VOIP on wireless devices or home based devices with the use of a broadband modem
- Chosen as an equipment tester to perform hardware and software stress tests and maintain reports for internal documentation.
- Set up email using Microsoft ActiveSync exchange and Blackberry BES
Education
Associate's - Computer Networking (CCNA)
Houston Community College
Houston, TX09-2026
ITL 4 Foundation - Information Technology
Simple Learn
Houston, TX08-2020
Extreme Networks Certified Specialist (ECS) Certification - Computer Networking
Extreme Networks
Houston, TX10-2019
Bachelor of Science - Electronics Engineering
ITT Technical Institute
Houston, TX03-2006
Associate in Science (AS) - Electronics Engineering
ITT Technical Institute
Houston, TX12-2002
Skills
- Active Directory
- Microsoft 365
- Microsoft Exchange
- Azure Active Directory
- VPN
- VPN configuration
- Microsoft Windows Server
- Network Firewalls
- DHCP
- DNS
- Microsoft SharePoint
- Windows administration
- Technical support
- Help Desk
- Software Troubleshooting
- Network troubleshooting
- Network Support
- Firewall management
- Voice Communication Solutions
- Technical Team Leadership
- Team collaboration
- Taleo ATS
- Team collaboration
Certification
CompTIA Security+ CCNA, CompTIA Network+
Timeline
MSP ENGINEER + TAM (TECHNICAL ALIGNMENT MANAGER)
CITOC
07.2023 - Current
TIER 2 HELPDESK ADMIN + FIELD TECHNICIAN
EPC Group
03.2021 - 07.2023
TIER II HELPDESK
PS LIGHTWAVE
01.2013 - 03.2021
LEVEL 3 - TECHNICAL SUPPORT COORDINATOR
VERIZON WIRELESS
01.2005 - 01.2012
Associate's - Computer Networking (CCNA)
Houston Community College
ITL 4 Foundation - Information Technology
Simple Learn
Extreme Networks Certified Specialist (ECS) Certification - Computer Networking
Extreme Networks
Bachelor of Science - Electronics Engineering
ITT Technical Institute
Associate in Science (AS) - Electronics Engineering
ITT Technical Institute