EMMANUEL BROWN
Technical Support Specialist
Kendall,WI
Summary
Qualified Advanced Technical Support Specialist with 3 years of helpdesk and customer service experience. Provides comprehensive Level 1 support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
13
13
years of professional experience
1
1
Certification
1
1
Language
Work History
Tech Support Specialist
Remote Care Partners
03.2025 - 09.2025
- Educated 20+ Patients daily on the use of medical devices that send the readings to the doctor.
- Resolved over 30 requests for support through email daily, reducing phone requests by 15%
- Provided support to 1500 Patients that varied in age from 75 to 93.
- Answered 25+ calls for support daily reducing the on-hold time by 5 minutes
- Solved over 40 tickets daily by returning voicemail messages from patients.
IT Support Coordinator
Kwik Trip Inc
02.2024 - 02.2025
- Assisted 25+ customers daily with technical issues, resulting in a 95% first-contact resolution rate.
- Coordinated with 5 helpdesk agents, delivering timely support during peak hours, enhancing team response efficiency by 20%.
- Applied best practices from knowledge articles to streamline software configurations, achieving a 95% user satisfaction rate.
- Received commendation from a customer for outstanding service, resulting in a 30% boost in positive feedback ratings for the team in 2024.
- Maintained 100% compliance with Service Level Agreements, ensuring timely responses to customer inquiries and issues every day.
- Escalated technical issues to higher support tiers, leading to 98% accuracy in classification and improving resolution efficiency by 40%.
- Detected a critical conflict between Microsoft Windows 11 and secure printing software, preventing deployment issues across 1,200 company devices.
Security Assistant
United States Army Reserve
01.2022 - 01.2024
- Managed installation and removal of alarm systems for 30+ users, maintaining a 98% accuracy rate throughout the process.
- Achieved a 30% reduction in response times for 1,500 weapon vaults, through rigorous monitoring and swift activation protocols.
- Supported onsite IT technician in maintaining 5 servers, enhancing uptime to 99.9% through efficient cable management.
- Received a Civilian Service Achievement Medal for coordinating emergency response that safeguarded over 500 weapons during a severe weather event.
- Recorded and analyzed 100+ alarm activations, leading to a 20% decrease in false alarms and improved system reliability.
Police Officer
Fort McCoy Police Dept
09.2012 - 08.2022
- Performed rescue functions at accidents, emergencies and disasters by directing traffic and administering emergency medical aid.
- Conducted searches of individuals, vehicles and premises.
- Handled citation and traffic violation paperwork.
- Responded to emergency calls to provide assistance to citizens in need.
- Implemented community outreach initiatives that strengthened partnerships between residents and local law enforcement agencies.
- Participated in ongoing training opportunities to stay current on best practices, maintaining a high level of expertise within the field of law enforcement.
- Utilized excellent communication skills when interacting with diverse populations, fostering trust between law enforcement and the community members they serve.
Education
A+ Certification - Information Technology
Self Study
Kendall, WI02.2023
High School Diploma - undefined
Samuel Gompers Vocational Technical High School
Bronx, NY06.1987
Skills
- Active Directory management
- Skilled in Cisco WebEx communication tools
- Remote software support proficiency
- ServiceNow ticketing system expertise
- Skilled in Google collaboration tools
Support resolution skills
Client satisfaction enhancement
Efficiency enhancement
Local network optimization expertise
Websites
Accomplishments
- Increased number of resolved job tickets by 10% over previous year.
- Documented and resolved an inaccurate blood pressure monitor issue which led to the discovery of a life threatening condition.
- Achieved a 15 minute reduction of patient time on hold by completing Patient voicemail follow up with accuracy and efficiency.
Certification
Comptia A+
Timeline
Tech Support Specialist
Remote Care Partners
03.2025 - 09.2025
IT Support Coordinator
Kwik Trip Inc
02.2024 - 02.2025
Comptia A+
02-2023
Security Assistant
United States Army Reserve
01.2022 - 01.2024
Police Officer
Fort McCoy Police Dept
09.2012 - 08.2022
High School Diploma - undefined
Samuel Gompers Vocational Technical High School
A+ Certification - Information Technology
Self Study
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