Brittney Jenkins
Orlando,FL
Summary
Results-oriented and dynamic Technical Support and Network Engineer professional with a strong desire to contribute to the success of an IT Department. Possessing extensive technical expertise and exceptional time management skills, adept at resolving intricate technical and network challenges while establishing positive relationships with diverse individuals. Proficient in various operating systems, applications, and hardware, consistently demonstrating ability to quickly adapt to new tools and technologies.
Overview
9
9
years of professional experience
Work History
Customs and Border Protection Network Engineer
Managenet
11.2018 - 10.2024
- Responsible and served as the primary support for World Wide Windows systems and Network Operations for the entire agency
- Managed the agency devices, and performed analysis of anomalies, and resolved issues that impacted services
- Monitored various applications and monitoring consoles to maintain network availability and performance at an optimal level
- Documented network problems and resolutions for future reference
- Initiated and completed all service requests within the allowed time while adhering to all quality standards and protocols
- Applied network diagnostic and testing techniques in order to determine the root cause of network anomalies
- Communicated with service dispatchers and end users to provide the most time and efficient resolution to ensure no lives are impacted
- Assisted with creating Standard Operating Procedures (SOP) for fellow team members and management
Customs and Border Protection IT Specialist
SYSTEMS INTEGRATION INC
12.2016 - 11.2018
- Improved technical oversee the confidentiality, integrity, and the security of systems, networks and data for users and management
- Promote awareness of system information, policies, procedures, and security through implementation on a daily basis
- Versatile in the use of computer databases to perform research, able to use critical thinking skills to derive questions and determine if the customer's knowledge matches the database information verifying their identity
- Proven knowledge and experience in the principles and processes for providing customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
- Assisted with creating Standard Operating Procedures (SOP) for fellow team members and management
Dell Computer Repair Technician
Smartech
07.2015 - 08.2016
- Improved technical support for users and ensured proper maintenance of workstations, and peripherals
- Respond to user service requests and expediently resolve trouble tickets to maximize system uptime
- Specialize in Computer Build, Installation of Hardware, Installation of Software, Troubleshooting Hardware, and Troubleshooting Software
- Outperformed peers by maintaining an outstanding record of technical support service, resolving 95%+ of all trouble tickets without escalation to senior support specialists
- Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system updates
Education
Bachelor of Science - Web Design and Development
Sanford-Brown
Tampa, FL01.2014
Skills
- Troubleshooting & Issue Resolution
- End-user Training & Support
- Preventive Maintenance
- Complaint Management
- Skilled in LAN/WAN systems
- Rapid Ticket Response Times
- Detailed Documentation
- Windows
- Mac OS
- IOS
- Android
- Dell / HP desktops and notebooks
- IPads
- IMac
- Android Tablets
- Printers
- Scanners
- Routers (Cisco)
- Switches (Cisco and Juniper)
- Riverbeds
- Modems
- Microsoft Office
- Adobe (Dreamweaver, Photoshop, Illustrator, Indesign, Flash)
- Remedy
Timeline
Customs and Border Protection Network Engineer
Managenet
11.2018 - 10.2024
Customs and Border Protection IT Specialist
SYSTEMS INTEGRATION INC
12.2016 - 11.2018
Dell Computer Repair Technician
Smartech
07.2015 - 08.2016
Bachelor of Science - Web Design and Development
Sanford-Brown
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