Microsoft Endpoint
David Broughton
IT Manager
Morrisville,NC
Summary
Instrumental IT Professional bringing 8 years of experience achieving ambitious goals in challenging IT environment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
IT Manager
SilverSky
Morrisville, NC
11.2023 - Current
- Oversaw IT department operations and training.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Assisted in development of long-term strategies to grow department and resources.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems
- Coordinated technical training and personal development classes for staff members
- Customized and repaired technology based on staff requests
- Created and terminated user's accounts from start to finish in business applications
- Assisted in development of long-term strategies to grow department and resources
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
- Liaised with other departments to minimize network interruptions and possible downtimes
Senior IT Support Engineer
SilverSky
Morrisville, NC
11.2019 - 11.2023
- Installed and maintained hardware and computer peripherals to store tangible components.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Connected to computer of client using remote link to install programs and applications.
- Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
Desktop Support Technician
British Aerospace Applied Intelligence
Boston, MA
09.2015 - 11.2019
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Learned and implemented new software testing procedures.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Enhanced helpdesk ticketing system, resulting in 10% reduction in support call turnaround time
Education
Associate of Science - Computer Science
Grimsby College
Grimsby, UK 09.1988 - 08.1992
Skills
Documentation and reporting
Quality assurance
Maintenance and Repair
MS Office
Teamwork and Collaboration
Written Communication
Problem-Solving
Dependable and Responsible
Active Listening
Software
Powershell
Windows 10/11
MacOS
Azure
Bash Scripting
Freshservice Automation
Microsoft Office
Knowbe4
Ivanti
Hobbies
Enjoy building gaming device from laptops to arcade cabinets.
Timeline
IT Manager
SilverSky
11.2023 - Current
Senior IT Support Engineer
SilverSky
11.2019 - 11.2023
Desktop Support Technician
British Aerospace Applied Intelligence
09.2015 - 11.2019
Associate of Science - Computer Science
Grimsby College
09.1988 - 08.1992