Summary
Overview
Work History
Education
Skills
Timeline
Volunteering
Hi, I’m

Dennis Brown

IT Support Engineer
Cortlandt Manor,NY
Dennis Brown

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Technology-inclined professional experienced in providing network, hardware, and software support to users. Developing and implementing technical solutions. Willingness to take on added responsibilities to meet team goals.

Overview

14
years of professional experience

Work History

Diageo NA

Lead IT Support Engineer Level 2 (Contract)
10.2023 - Current

Job overview

  • Served as primary point of contact for support relating to owned solutions and products. Managing and delegating responsibilities to Level 1 support team which Promoted efficiency among departments with prompt resolution of system issues.
  • Maintained 99% response times to support business continuity by leading Deskside Support teams for NAM and LAC locations.
  • POC for vendor and executive client related issues and escalations.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Helped streamline repair processes and update procedures for support action consistency.

Caring For The Hungry And Homeless Of Peekskill

Client Care Worker
08.2023 - Current

Job overview

  • Provided support to over 40 individuals and families experiencing homelessness, resulting in 10% improved housing stability and increased access to resources. Collaborated with colleagues to ensure service delivery was person-centered and in line with DHS policies and procedures. Maintained accurate and up-to-date HMIS customer information, including handling of safeguarding concerns.
  • Covered evening, weekend, and night shifts as needed, demonstrating flexibility and willingness to work at short notice.
  • Delivered excellent customer service, addressing customer needs and meeting wider community's expectations.

HGS - Hinduja Global Solutions

Senior IT Support Analyst
04.2018 - 06.2022

Job overview

  • Work closely with IT Director for 5 delivery sites in HGS Jamaica, providing IT services to over 3000+ users in 24/7/365 technical operation
  • Using IT strategies to ensure 99.99% uptime of Operations and adherence to both internal and client-defined SLAs.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Handles Inventory Management for IT service equipment: for over 2000 users: including desktops systems, laptops, IP phones, Servers, and networking equipment

HGS - Hinduja Global Solutions

Technical Support Representative
03.2016 - 04.2018

Job overview

  • Used ticketing systems to manage and process support actions and requests, and prioritize urgent needs.
  • Deployment and maintenance of End User and Data Centre equipment, such as Desktops, Laptops, IP Telephony,Dell Servers, APs.
  • Install software/hardware and Troubleshooting network connectivity issues: LAN, IPv4, DHCP, Metro Ethernet, etc.
  • Data Center Infrastructure Management (DCIM)
  • Created user accounts, hostname and assigned permissions to users/computers using AD services.
  • Remote Support - Connected to computer of client using remote link to install new programs and applications as well as troubleshoot and resolve issues.

Jamaica Library Service

Client Systems Support Officer
01.2010 - 04.2016

Job overview

  • Plan and deliver customer support services to more than 20 internal staff and wider public which include installation, troubleshooting, user assistance, and training to create welcoming, and positive experience.
  • Installed, troubleshoot, and maintained computer hardware and software, and performed backup and recovery operations
  • Developed training materials and performed computing information system training sessions
  • Trained staff and end users on new and emerging technologies, devices, and how to use them.

Education

Seaforth High School
St. Thomas, Jamaica

from 5 CXC' Subjects Including Math's And English
11.1999

Vantage Point I.T. Training & Consulting
Kingston, Jamaica

from CompTIA A+ And Cisco CCNA Courses
11.2012

University of Technology Jamaica
Kingston, Jamaica

Colledge Education- No Degree from BSc. Computer Science With Management Studies
06.2009

Skills

  • MSP experience
  • Help Desk /Technical Support
  • Windows/ Mac Support & Troubleshooting
  • IOS & Android device support and troubleshooting
  • Azure AD and Office 365 Administration and support
  • Software/ Hardware Installation
  • VPN, VMWare, Citrix, Salesforce,
  • Active Directory / Group policy
  • Ticketing System - Service Now, ITSM and OsTicket
  • LAN/WAN troubleshooting
  • Remote Support -ConnectWise/GoToAssist/RDP/Dameware
  • LAN/WAN troubleshooting

Timeline

Lead IT Support Engineer Level 2 (Contract)

Diageo NA
10.2023 - Current

Client Care Worker

Caring For The Hungry And Homeless Of Peekskill
08.2023 - Current

Senior IT Support Analyst

HGS - Hinduja Global Solutions
04.2018 - 06.2022

Technical Support Representative

HGS - Hinduja Global Solutions
03.2016 - 04.2018

Client Systems Support Officer

Jamaica Library Service
01.2010 - 04.2016

Seaforth High School

from 5 CXC' Subjects Including Math's And English

Vantage Point I.T. Training & Consulting

from CompTIA A+ And Cisco CCNA Courses

University of Technology Jamaica

Colledge Education- No Degree from BSc. Computer Science With Management Studies

Volunteering

08/2022- Present: Volunteer at Fred's Pantry -  Check clients in using Plentiful software; process deliveries, sort produce, stock shelves don inventory, and assist with purchasing of items.. 

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