CHELSEY BROWN
1082 Drakes Cove Rd S,TN
Summary
Dynamic Application Support Analyst with proven success at ABB Optical, enhancing client retention by 87% through exceptional customer support and effective incident management. Skilled in system analysis and application upgrades, I excel in translating client needs into actionable solutions while fostering collaboration among teams to drive operational efficiency.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
17
17
years of professional experience
Work History
Application Support Analyst
ABB Optical
09.2022 - 05.2025
- Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Used JIRA to track, maintain and update trouble tickets.
- Translated client requirements into configuration requirements.
- Led a team of five that handle integrations and service maintenance with 13 EHRs for over 8.8K Optometry and Opthalmology clinic that migrates to their personalized ABB Analytic Dashboard.
- Provided updated patches for operating systems and system configuration to improve efficiency 92%.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by 87%.
- Installed, configured and provided ongoing configuration management for 13 EHR custom applications.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
Client Systems Technician Supervisor
United States Air Force
12.2016 - 08.2020
- Troubleshot and repaired desktop and mobile systems.
- Set up new computer systems and devices and installed hardware, software and patching programs.
- Reported incidents and executed corrective procedures.
- Provided remote and in-person support to resolve issues.
- Supervised two work center with combined 20+ Airmen and trained 10 new Airmen on their new expected job.
- Became the unit Training Manager that oversaw all training and yearly requirement that maintain standard for the United States Air Force.
- Managed the Finance computer that handled all military pay, travels, and benefits.
- Oversaw the closure of 4000+ trouble tickets that deals with in person setup and remote jobs.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Directly supported in-house service ticket software for non-emergency user-related issues.
- Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 7000 clients.
- Installed new hardware and software, patched systems, and configured settings.
- Supported and maintained user account information.
- Collected, arranged, and input information into database system.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained database systems to track and analyze operational data.
- Evaluated staff performance and provided coaching to address inefficiencies.
Client Systems Technician
United States Air Force, USAF
11.2012 - 12.2016
- Troubleshot and repaired desktop and mobile systems.
- Set up new computer systems and devices and installed hardware, software and patching programs.
- Maintained compliance with federal and internal security standards.
- Reported incidents and executed corrective procedures.
- Provided remote and in-person support to resolve issues.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Installed new hardware and software, patched systems, and configured settings.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
- Coordinated with vendors to obtain necessary components and maintain smooth operations.
- Provided on-site and remote technical support to users.
- Supported and maintained user account information.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
- Directly supported in-house service ticket software for non-emergency user-related issues.
- Used BMC Remedy to prepare and create statistical and incident reports for departmental manager.
- Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 9K clients.
Client Systems Technician
United States Air Force, USAF
11.2011 - 11.2012
- Troubleshot and repaired desktop and mobile systems.
- Set up new computer systems and devices and installed hardware, software and patching programs.
- Maintained compliance with federal and internal security standards.
- Reported incidents and executed corrective procedures.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Provided remote and in-person support to resolve issues.
- Installed new hardware and software, patched systems, and configured settings.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
- Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 3K clients.
- Provided on-site and remote technical support to users.
- Supported and maintained user account information.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
- Directly supported in-house service ticket software for non-emergency user-related issues.
Client Support Administrator
United States Air Force, USAF
02.2008 - 11.2011
- Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed and implemented preventive maintenance procedures.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
- Diagnosed and troubleshot hardware, software and network issues.
- Provided professional services and support in a dynamic work environment.
- Organized and detail-oriented with a strong work ethic.
Education
Associate of Applied Science - Information Technology
Collin County Community College
Plano, TX07-2023
No Degree - Supervisor
Airman Leadership School
Travis AFB, CA09-2014
High School Diploma -
Collin County Community College
Columbus, MS05-2007
Skills
- Product solutions
- Software installation
- Application monitoring
- Hardware integration
- Application upgrades
- System analysis
- API integration
- Client service requests
- Server maintenance
- Security protocols
- Customer support
- User training
- Ticket management
- Configuration management
- Application evaluation
- Trouble ticket maintenance
- Incident management
- Data analysis
- Operating systems
- Training documentation development
- Customer-facing presentation skills
Timeline
Application Support Analyst
ABB Optical
09.2022 - 05.2025
Client Systems Technician Supervisor
United States Air Force
12.2016 - 08.2020
Client Systems Technician
United States Air Force, USAF
11.2012 - 12.2016
Client Systems Technician
United States Air Force, USAF
11.2011 - 11.2012
Client Support Administrator
United States Air Force, USAF
02.2008 - 11.2011
Associate of Applied Science - Information Technology
Collin County Community College
No Degree - Supervisor
Airman Leadership School
High School Diploma -
Collin County Community College
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