Brian R. Howell
LANSING,MI
Work Preference
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Information Technology Representative II
Domino's Pizza
Ann Arbor, MI
09.2022 - 01.2026
- Answer incoming calls and chats from Domino's stores.
- Troubleshoot and resolve issues with back of house and point of sales applications.
- Troubleshoot network connectivity.
- Install and troubleshoot issues with Epson receipt printers.
- Install and troubleshoot issues with Epson, Brother, Lexmark and HP document printers.
- Install and troubleshoot issues with Ingenico payment terminals.
- Create tickets in ServiceNow ITSM system with detailed notes of all troubleshooting steps.
- Answer incoming email to update customers on the status of their issue and update tickets with any new information.
Information Technology Representative II
TEKsystems
Lansing, MI
04.2022 - 09.2022
- Answer incoming calls and chats from Domino's stores.
- Troubleshoot and resolve issues with back of house and point of sales applications.
- Troubleshoot network connectivity.
- Install and troubleshoot issues with Epson receipt printers.
- Install and troubleshoot issues with Epson, Brother, Lexmark and HP document printers.
- Install and troubleshoot issues with Ingenico payment terminals.
- Create tickets in ServiceNow ITSM system with detailed notes of all troubleshooting steps.
- Answer incoming email to update customers on the status of their issue and update tickets with any new information.
DLA Enterprise Service Desk TSR2
Peckham
Lansing, MI
03.2020 - 02.2022
- Answer incoming calls from Internal Defense Logistics Agency (DLA) users and external users.
- Troubleshoot and resolve issues with applications: Virtual Desktop Infrastructure (VDI), Electronic Business Systems, PDMI cFolders, Distribution Standard Systems (DSS), JAVA and Network Connectivity.
- Account Management for DLA applications included but not limited to: Active Directory, WebFLIS, HMIRS and HMMS.
- Create incident or work order in Remedy ITSM system with detailed notes of all troubleshooting steps.
- Escalate incident or work orders as needed to higher tier technicians for resolution policy.
- Answer incoming email and assist in email resolutions.
DLA Enterprise Help Desk TSR1
Peckham
Lansing, MI
10.2019 - 03.2020
- Answer incoming calls from Internal Defense Logistics Agency (DLA) users and external users.
- Troubleshoot and resolve issues with applications: Virtual Desktop Infrastructure (VDI), Electronic Business Systems, PDMI cFolders, Distribution Standard Systems (DSS), JAVA and Network Connectivity.
- Create incident or work order in Remedy ITSM system with detailed notes of all troubleshooting steps.
- Escalate incident or work orders as needed to higher tier technicians for resolution policy.
- Answer incoming email and assist in email resolutions.
DLA Enterprise Help Desk TSR1
Peckham
Lansing, MI
03.2017 - 05.2019
- Answer incoming calls from Internal Defense Logistics Agency (DLA) users and external users.
- Troubleshoot and resolve issues with applications: Virtual Desktop Infrastructure (VDI), Electronic Business Systems, PDMI cFolders, Distribution Standard Systems (DSS), JAVA and Network Connectivity.
- Create incident or work order in Remedy ITSM system with detailed notes of all troubleshooting steps.
- Escalate incident or work orders as needed to higher tier technicians for resolution policy.
- Answer incoming email and assist in email resolutions.
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Education
Associate of Arts - IT-Networking
University of Phoenix
Tempe, AZ 01.2013 - 12.2015
Skills
Systems and software expertise
Technical troubleshooting
Customer support
Technical aptitude
Certification
Security plus, CompTIA, MI
A plus, CompTIA, MI
Windows 98-349, Microsoft, MI
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Information Technology Representative II
Domino's Pizza
09.2022 - 01.2026
Information Technology Representative II
TEKsystems
04.2022 - 09.2022
DLA Enterprise Service Desk TSR2
Peckham
03.2020 - 02.2022
DLA Enterprise Help Desk TSR1
Peckham
10.2019 - 03.2020
DLA Enterprise Help Desk TSR1
Peckham
03.2017 - 05.2019
Associate of Arts - IT-Networking
University of Phoenix
01.2013 - 12.2015