Darell Brown
Houston,USA
Summary
IT Support Technician experienced in desktop support and network troubleshooting. 4+ Years of knowledge of client and server applications, as well as installation and configuration of desktops and end-user apps. Can do attitude, dead-line oriented, and enthusiastic team player looking to expand my expertise in IT Administrations.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
IT Support Consultant
We Answer LLC
05.2024 - Current
- Conducted thorough assessments of existing client
networks to identify areas for improvement or expansion opportunities. - Maintained detailed records of completed projects to provide accurate reporting capabilities for future reference.
- Developed customized IT strategies for clients to align technology solutions with business objectives.
- Evaluated emerging technologies for potential implementation into existing systems, staying ahead of industry trends.
Tier 2 Communication Technical Support
Shell Oil Company
03.2023 - 07.2024
- Implemented robust monitoring solutions that provided real-time insights into system performance, enabling proactive troubleshooting of potential issues.
- Maintained network analysis over multi-international site system, assisting in various network troubleshooting procedures and connectivity protocols.
- Led cross-departmental initiatives aimed at improving interdepartmental collaboration via streamlined communication channels.
- Triaged and managed large number of tickets using CRM services while maintaining communication across interdepartmental collaboration via communication channels.
L2 Support Analyst
Aerotek
07.2019 - 02.2023
- Configured hardware, devices and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Achieved 83% first call completion rate, and managed high volumes of support tickets.
Tier 1 Technical Support Representative
Call Control LLC
04.2017 - 07.2019
- Created help desk tickets, troubleshot and resolved desktop issues.
- Answered questions and provided information to customers about new software or hardware.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
IT Technical Support Representative
Alorica
02.2015 - 04.2017
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
Education
High School Diploma -
Charles Darwin Nimitz Highschool
Houston, TX05.2014
Skills
- End-User Support
- User Account Creation
- Voice Over IP
- VPN Configurations
- Wireless Access Point
- Network Applications
- VMware Experience
- Patch Management
- Systems Analysis
- Citrix Experience
- NetSuite Experience
- Zendesk Experience
Certification
- Microsoft Technology Associate
- CompTIA A+ Certification
- CompTIA Network+ Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Support Consultant
We Answer LLC
05.2024 - Current
Tier 2 Communication Technical Support
Shell Oil Company
03.2023 - 07.2024
L2 Support Analyst
Aerotek
07.2019 - 02.2023
Tier 1 Technical Support Representative
Call Control LLC
04.2017 - 07.2019
IT Technical Support Representative
Alorica
02.2015 - 04.2017
High School Diploma -
Charles Darwin Nimitz Highschool
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