DIACIA BROWN
Greenville,US
Summary
Experienced IT professional with expertise in project management, IT contracts management, and policies and procedures documentation. Skilled in information systems management, and JIRA. Proficient in desktop support, Microsoft Enterprise Active Directory, Microsoft Windows, Apple iOS and Microsoft O365. Adept at staff training and achieving cost efficiencies while streamlining workflows and processes.
Overview
18
18
years of professional experience
Work History
End User Support Analyst
ECU Health
05.2024 - 11.2024
- Installs, maintains, and upgrades end-user hardware, software, and peripheral equipment.
- Monitors Ticket queue and maintains SLA compliance with assigned tickets.
- Troubleshoots issues from simple to moderate complexity.
- Provides support by utilizing remote tools as needed.
- Leverages internal or external knowledge base articles to resolve issues.
- Enforces Security principles.
- Follows Asset Management Policies and procedures to ensure the accuracy of information at all times.
- Participates in projects as required.
- Collaborates with other IS team members and teams as needed.
- Provided exceptional customer service, consistently exceeding expectations in resolving user concerns and building rapport with clients.
EW TECHNOLOGY COORDINATOR/HELPDESK TECHNICIAN
SISTERS OF NOTRE DAME de NAMUR
06.2021 - 06.2022
- Created user-friendly documentation for various systems and applications, supporting staff members in their daily tasks and promoting self-sufficiency in problem resolution.
- Maintain backup systems for all equipment against crash or hacking
- Collaborated with other members of the IT team to develop and implement corporate and business strategies and policies
- Responsible for the purchase of a new helpdesk system (ConnectWise) for the organization
- Evaluate and modify the overall system's performance to safeguard the integrity of the network, server deployment, and security
- Identify user needs and make recommendations for future upgrades and advances in technology
- Provided appropriate technical and/or product-related information through research of current/services that resolve issues and complaints.
- Supported over 200+ active and retired Catholic Nuns through the upper East Coast with various educational strategies to create a conducive learning environment.
PC DESKSIDE TECHNICIAN II
Internal Revenue Service, IRS
04.2019 - 01.2021
- Provide desktop and infrastructure user support
- Evaluated new software and hardware before deployment
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Deploy complex end-to-end business intelligence solutions
- Set up replacement workstation at user location
- Provide support on wireless technology/devices and deployment of applications, as well as security and access controls to over 500+ employees.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Reconcile data discrepancies using IRS owners network discovery tools
- Execute the pre-capture checklist to assure the success of the KISAM Deployment Solution Capture activity
- Initiated execution of KISAM Deployment Solution against target and replacement workstations.
Information Technology Specialist
ECC/HANH
06.2006 - 02.2018
- Set up network profiles, security permissions, and file-sharing systems via Active Directory.
- Supported Microsoft technologies including Windows servers, Office 365/Exchange, SQL, SharePoint, VMware, Hyper-V, and disaster recovery.
- Configured, installed, and supported various network devices, LAN and WAN connectivity, routers, firewalls, and security.
- Collaborated with other IT team members to develop and implement corporate and business strategies, policies as well as developed collaborative working partnerships with business units, sharing ownership and accountability for goal attainment.
- Planned and coordinated projects from concept to successful implementation using real-time performance metrics to take an initiative-taking versus reactive response to risks and opportunities.
- Managed, monitored, and optimized vendor performance for office printers obtained pricing, and reduced costs by 50% by bringing in Canon Enterprise Printing solutions.
- Obtained competitive pricing and reduced costs by 23% for wireless communications with Verizon Wireless
- Researched and recommended new technologies and strategies for improving system performance.
Education
Bachelor of Arts - Christian Leadership And Management
05.2027
Bachelor of Science - Information Technology/Cybersecurity
03.2019
GPA: 3.9, Awarded National Honors Society
Associate - Computer & Network Administration
05.2004
G.P.A 3.64
Skills
- Project Management
- Verbal and written communication
- IT Contracts Management and Budget
- Policies and Procedures Documentation
- Information Systems Improvements
- Support Ticket System Management
- JIRA
- Customer Service Expertise
- Microsoft Enterprise Active Directory
- Microsoft Office Specialist (MOS) Expert
- Staff Training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
National Honor Society
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteRemoteHybridLanguages
English
Native or Bilingual
Interests
Reading
Music
Art
Gaming
Affiliations
- National Honor Society
Certification
Cloud Computing Fundamentals: Migrating to the Cloud
AWS Cloud Computing
Threat Detection Solutions
Information System Security
Mobile Troubleshooting
Microsoft Security Fundamentals
Timeline
End User Support Analyst - ECU Health
05.2024 - 11.2024
EW TECHNOLOGY COORDINATOR/HELPDESK TECHNICIAN - SISTERS OF NOTRE DAME de NAMUR
06.2021 - 06.2022
PC DESKSIDE TECHNICIAN II - Internal Revenue Service, IRS
04.2019 - 01.2021
Information Technology Specialist - ECC/HANH
06.2006 - 02.2018
Regent University - Bachelor of Arts, Christian Leadership And Management
Southern New Hampshire University - Bachelor of Science, Information Technology/Cybersecurity
BRANFORD HALL CAREER INSTITUTE - Associate, Computer & Network Administration
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