Summary
Overview
Work History
Education
Skills
Languages
Timeline
David Brown

David Brown

Information Technology
Weston,FL

Summary

Experienced professional with strong background in product support. Adept at resolving complex technical issues, improving customer satisfaction, and ensuring seamless product functionality. Valued for effective team collaboration, adaptability, and delivering impactful results. Skilled in troubleshooting, customer communication, and technical documentation. Reliable and flexible, excelling in dynamic environments.

Results-driven support professional with proven track record of delivering effective product support and customer satisfaction. Known for expertise in troubleshooting and problem-solving, ensuring seamless product usage. Delivers consistent results through collaborative teamwork and adaptability to evolving requirements, with strong skills in technical support and customer communication.

Experienced with providing comprehensive support for diverse product lines, ensuring customer satisfaction and system functionality. Utilizes problem-solving skills and technical knowledge to address and resolve issues efficiently. Track record of maintaining high customer satisfaction through clear communication and effective troubleshooting.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

17
17
years of professional experience

Work History

Product Support Specialist L2/System Administrator

MTN Satellite Communications
04.2018 - Current
  • Troubleshoot Passenger, Crew, and corporate networks on cruise vessels and determine the best course of action to restore operability in the least time possible and most cost-effective manner.
  • Analyze the results of corrective actions to ensure systems, components, and services are working satisfactorily.
  • Analyze using diagnostic equipment and monitoring software to proactively interpret problems or symptoms that can lead to equipment failure or degradation of network efficiency and take action to resolve such anomalies prior to failure impacting customer services.
  • Installation, configuration, testing of equipment communication equipment including TWN radios, managed PoE switches, Servers, and workstations.
  • Complete detailed written corrective maintenance, site survey, and preventative maintenance reports that are clear and grammatically correct in English upon completion of service activity.
  • Maintain tools, and tested equipment, and manage spare inventory as required.
  • Maintain the proper up-to-date documents to travel on short notice.
  • Interpret technical drawings, service orders, circuit diagrams, part lists, and schematics to effectively understand and troubleshoot customer issues.
  • Manage Network Bandwidth using traffic shaping software
  • Other duties as assigned.
  • Increased knowledge base usage by creating detailed articles on common product issues and solutions.
  • Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
  • Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
  • Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
  • Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
  • Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
  • Assisted marketing efforts by reviewing promotional materials from a technical perspective, ensuring accuracy and clarity in messaging.
  • Enhanced customer satisfaction by providing timely and accurate product support.
  • Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
  • Provided remote support to global clients, adapting communication styles to suit various cultural preferences.
  • Coordinated cross-functional meetings to address recurring product issues, leading to long-term solutions.

Micro-tech Specialist

Deerfield Beach Elementary
02.2016 - 04.2018
  • Maintains inventory schools technological property; composes and oversees inventory database of 1100 items
  • Resolves technology issues on a variety of equipment, such as desktops, projectors, phones & printers
  • Assists with all software applications issues
  • Manages ActiveDirectory staff and student server of over 800 users
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Monitored system performance to identify potential issues.
  • Diagnosed and troubleshot hardware, software and network issues.

Pro Shop Operator

Bowlersmart at AMF Davie Lanes
04.2014 - 04.2017
  • Maintained shop inventory, equipment specs, and customer information database
  • Processed and keeps records of sales and calculates costs of goods and services
  • Customized bowling equipment for customers, providing customers with detailed product information
  • Administered one-on-one lessons with adult and youth bowlers

Technician

Datatek
07.2008 - 02.2016
  • Installs and tests computer hardware and software, ensuring proper operational functioning
  • Diagnoses and repairs problems with cash register equipment, including pin pads, scanners, and computers
  • Services and replaces equipment such as document sealing units, printers, and battery backups
  • Mounts and connects security system networks, televisions, and other monitors
  • Provides excellent 24 hour customer service, remotely and on location, with a wide variety of client types
  • Checks indicated points of trouble, analyzed full requirements of system involved
  • Diagnoses trouble or defect, determines corrective action and repairs system
  • Performs preventative maintenance and diagnostics on system and components
  • Completes calibration to ELO & NCR touchscreens and NCR and Magellan scanner scales
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
  • Conducted root cause analyses for recurring technical issues, minimizing future disruptions.

Education

Associates of Science - Information Technology

Broward College, Davie, FL
05.2018

High School Diploma - undefined

Western High School, Davie, FL
06.2008

Skills

  • PC hardware assembly and troubleshooting
  • Incident management
  • Device failure investigation
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Attention to detail
  • Tailored computer setups
  • Experience with various remote access software
  • Proficient in servicing various printer brands
  • Document sealing equipment expertise
  • Data storage device upgrades
  • Proficient in Microsoft Office Suite
  • Network cabling and diagnostics

Languages

English
Full Professional

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Personal development programsWork-life balanceFlexible work hours

Timeline

Product Support Specialist L2/System Administrator - MTN Satellite Communications
04.2018 - Current
Micro-tech Specialist - Deerfield Beach Elementary
02.2016 - 04.2018
Pro Shop Operator - Bowlersmart at AMF Davie Lanes
04.2014 - 04.2017
Technician - Datatek
07.2008 - 02.2016
Western High School - High School Diploma,
Broward College - Associates of Science, Information Technology

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