Carlton M. Brown
Largo,MD
Overview
37
37
years of professional experience
1
1
Certification
Work History
Sr. IT Support Specialist
Veterans Affairs, ACS
06.2020 - Current
- Windows 10 and Windows 11 user support (software and hardware levels)
- Tracking issues with Remedy and CA ticket tracking system
- Deploying Windows 10 using SCCM
- Reimaging
- System troubleshooting after deployment
- Responding to user’s issues using remote tools > DBAT, Dame ware and IBM BigFix
- Alfredo Hernandez / Project Manager 202 716 1118
Sr. IT Support Specialist
Veterans Affairs, Prosphere
04.2014 - 06.2020
- Deploying Windows 10 using SCCM and system trouble shooting after deployment
- Respond to user’s issues using Remote tools, Active Directory, SCCM, DBAT, Dame ware and IBM BigFix
- Track issues with Remedy and CA ticket tracking system
- Refresh computers from XP, W7, W10using SCCM
- Repair all computers as required / software and hardware issue resolution
- Windows 7, Windows 10 / Microsoft Office Suite 2010,Citrix Receiver (CAG),COTS, Rescue-VPN
- Roger Haberson / Supervisor 202 632 7719
Windows 7 Deployment Engineer / Desktop Support Specialist
Environmental Protection Agency
10.2013 - 04.2014
- Respond to user’s issues after Windows 7 Deployment with SCCM and Setup systems for new users
- Track issues with Remedy ticket tracking system
- REFRESH computers from XP to W7 using SCCM and perform hardware and software repairs as necessary
- Will Garcia / Supervisor 202 566 1628
Desktop Support Specialist / Windows 7 Deployment Technician
IBM / Amtrak
04.2013 - 10.2013
- We were migrating Amtrak’s users from Windows XP to Windows 7 with SCCM
- We were installing special software, connecting all peripherals, mapping network drives, setting up email and copying all data back to the machine.
- Theophilus E. Timothy / Supervisor 301 706 6802
Hardware Technician / Desktop Support Specialist
Federal Trade Commission
06.2013 - 10.2013
- Respond to users’ issues after Windows 7 Deployment and Setup systems for new users
- Track issues with Remedy ticket tracking system
- Refresh computers from XP to W7 and perform hardware and software repairs as necessary
- Manuel Gutierrez / Supervisor 202 326 2700
Desktop Support Specialist
Department of Transportation
03.1989 - 04.2013
- Support Commercial off-the-shelf (COTS) software such as MS Office 2007/2010/Jaws/Zoom Text / Internet Explorer / Firefox /Microsoft Exchange Email Supporting a Windows XP/7 environment
- Remote support / Bomgar, Remote Desktop Protocol and SCCM / Telephone support
- Active Directory/ 2011, 2012 / password resets, user account management, OU management
- Migrated systems from XP to Win 7, Remedy Help Desk software used to track all service calls.
- Audio and Visual equipment setup for presentations and video conferences
- Researched, evaluated, and provided feedback on problematic trends and patterns (basically provided client with ways to improve, security, performance, and ways to reduce storage space waste)
- Configure IT hardware and peripherals for network/Server/PC connectivity and integration with software applications and solutions
- Refresh computers from XP to W7 and perform hardware and software repairs as necessary
- Windows XP / Windows Vista / Microsoft Office 2003, 2007, Microsoft Exchange
- Remote support / Bomgar, Remote Desktop Protocol and SCCM / Telephone support / Remedy Help Desk
- Network Administration using Active Directory/ password resets, user account management, OU management.
- Reimaged systems to XP OS using Norton Ghost
- McAfee Endpoint Encryption software used to encrypt systems. Installed, configured, maintained, and repaired Dell, HP, IBM, Gateway, Samsung, Toshiba, and Lenovo Laptops) Desktop hardware and peripherals(printers, scanners, modems, card readers etc.
- Windows XP / Microsoft Office 2003, 2007, Microsoft Exchange2012
- Computer repair ( Dell, HP, Gateway, IBM, Toshiba) and systems upgrades
- Imaged computers with Norton Ghost and hard drive cloning
- Performed Network Administration using Active Directory to manage computers on the network.
- Remote Desktop Protocol and SCCM for remote user assistance / Telephone support
- Deployed and networked computers.
- Provided help desk support to end users.
- Computer repair ( Dell, HP, Gateway, IBM, Toshiba) and systems upgrades ( hard drive, memory, video card and monitor upgrades) ( upgraded various software to newer versions and applied software patches and fixes)
- Organized and prioritized requests for computer service and provided technical support
- Supported onsite technicians and end users (print issues, connectivity issues, email issues, archives, drive mappings, browser add ins, Citrix, and VPN issues)
- Project Manager and IT Specialist on site at NHTSA / DOT.
- Performed administrative and clerical tasks for the contract.
- Coordinated accounting and invoicing with JC Computer Services for client billing.
- Managed all on site spare parts inventory, including ordering parts.
- Attended meetings with the COTR
- Planned and organized computer service for the entire agency.
- Provided effective preventive maintenance and repair schedules
- Repaired, maintained, and upgraded all agency computers and related peripherals (Dell, HP, Gateway, IBM, Toshiba) and systems upgrades (hard drive, memory, video card and monitor upgrades) (upgraded various software to newer versions and applied software patches and fixes)
- Installed COTS software
- Provided software support and assisted Network Administrators with network issues
- Charles Hart / Supervisor 202 536 9938
- DJ Mouzon Holmes /
- Morris Bailey / Federal Employee
- Morris Bailey /
- Henry West
- Juan Dulanto /
Education
Microsoft CIS 130 and CIS 140, Computer Information Systems
Prince Georges Community College
Certificate for Electronics and Computer Systems
TESST School for Computer Technology
Mass Communications
Norfolk State University
Certificate for Electronic Math, Lab and Theory
I.C. Norcom Technical Vocational High School
Skills
- Technical troubleshooting
- Technical support
- Microsoft outlook
- Software installation
- Remote support
- Ticket management
- Issue troubleshooting
- Customer service
- Service support
- User support
- Application installations
- Desktop support
- Technical issues analysis
- Hardware diagnostics
- Windows 10
- Account management
- Hardware upgrades
- Microsoft office specialist (MOS) expert
- Videoconferencing
- LAN/WAN
- TCP/IP
- Call center operations
- Customer service expert
- Hardware troubleshooting
- DHCP/DNS ethernet and firewall proficient
- Microsoft certified solutions master (MCSM): name of Microsoft technology
Certification
- Microsoft Office 365 Administrator Certification MD 102 2025
- New Horizons (Microsoft A+ Certification)
Timeline
Sr. IT Support Specialist
Veterans Affairs, ACS
06.2020 - Current
Sr. IT Support Specialist
Veterans Affairs, Prosphere
04.2014 - 06.2020
Windows 7 Deployment Engineer / Desktop Support Specialist
Environmental Protection Agency
10.2013 - 04.2014
Hardware Technician / Desktop Support Specialist
Federal Trade Commission
06.2013 - 10.2013
Desktop Support Specialist / Windows 7 Deployment Technician
IBM / Amtrak
04.2013 - 10.2013
Desktop Support Specialist
Department of Transportation
03.1989 - 04.2013
Microsoft CIS 130 and CIS 140, Computer Information Systems
Prince Georges Community College
Certificate for Electronics and Computer Systems
TESST School for Computer Technology
Mass Communications
Norfolk State University
Certificate for Electronic Math, Lab and Theory
I.C. Norcom Technical Vocational High School
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