Evan Brown
Dallas,TX
Summary
Professional with strong background in IT support, equipped to handle complex technical issues and provide effective solutions. Skilled in troubleshooting, system administration, and user support. Known for fostering collaboration within teams and adapting to evolving situations. Reliable and focused on delivering impactful results, excelling in communication, problem-solving, and customer service.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Wells Fargo
07.2024 - 07.2025
- Provided inbound call support for Wells Fargo's Wealth Investment Management Team via Cisco Webex IP phone system and provided excellent customer service with strong communication skills.
- Assisted enterprise customers with internal tools, managed ServiceNow tickets, performed password resets, network servers, Outlook email issues, configured Palo Alto Global Protect VPN issues, computer setup, iPhone and Android support including Intune, Yext, MFA, MDP, Printer setup, Microsoft products (Windows 10 & 11, Office 365, and Azure).
- Utilized the knowledge base for solutions, managed credential administration, addressed queries related to Active Directory, Okta, BETA, Remote Desktop, Bomgar, and RDP.
- TEKsystems - Contingent
Remote Desktop Support Specialist
DMI
06.2023 - 05.2024
- Provided Mobile Device Management and MyServe carrier support for US & Canadian business customers through the Five9 Cloud phone system.
- Resolved cellphone, iPad, laptop, software, hardware, network, VPN, and application issues.
- Assisted with mobile phone activation, enrollment, configuration, and troubleshooting.
- Performed password resets, unlocks, and permissions via cybersecurity tools including Active Directory, Okta, Duo, UKG\Uplus, Google Admin console, Mission, and JDE.
- Ticket management through ServiceNow, Calero Verasmart, Sakon, and FreshDesk.
Sr. Assistant Customer Support
DXC Technology
10.2019 - 06.2023
- Resolved enterprise software, hardware, and network connectivity issues.
- Provided remote support for Office 365, VPN, Duo, SafeNet, SDO, Pulse Secure, Zoom, network and printer mapping, and proprietary applications for desktops, and laptops, via Bomgar 3, and Teams.
- Responsible for escalating network server issues impacting business sites.
- Utilized Citrix Active Directory, (password resets, unlocks, and permissions).
Samsung Tier 2 Tech Support
Teleperformance
01.2014 - 05.2019
- Resolved network/broadcast connectivity issues for business LFD, PC, and phone-related issues.
- Responsibilities: Provided solutions for desktops, laptops, handheld devices, servers, applications, and services. Business support for Digital Signage deployment and content management.
- Troubleshooting knowledge of various operating systems and software such as Windows 7&10, Linux, MS Office, and Outlook providing remote support via Team Viewer and VNC.
Education
Adobe Illustrator, Photoshop, InDesign, Online Publishing & Logo
Sessions Graphic Design College
CCNA 1 Networking Basics, Excel & CompTIA A+ Certification
El Centro College
Multi-Media, Digital Imaging, Web Design, PowerPoint and Flash
Richland College
Art & Design, Radio Television and Film
University of North Texas
Skills
- Facilitation of mobility solutions
- Software setup
- ServiceNow ticket management
- Network connectivity troubleshooting
- Mobile device security management
- Proficient in Microsoft 365
- Virtual private network management
- Technical desktop support
- Technical problem analysis
- Active Directory
- User-focused application assistance
- Application installations
- Incident management
- Hardware diagnostics
- Help desk software
- Hardware upgrades
- Technical support
- Hardware support
- Software diagnosis
- ITIL framework
- Proficient in Windows 10 & 11
- System administration
- Technical documents comprehension
- Remote support management
- Recording support tickets
- Providing customer support
- Ticketing systems
- Mobile operating systems
- BYOD policy compliance
- Video-based technical services
- Technical support services
- Automated phone system design
- Operating systems
- Desktop operating systems
- Support scenario development
- Defect analysis and resolution
- Database management
- Emergency service coordination
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Network support
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Remote technical support
- Decision-making
- Relationship building
- Help desk support
- Friendly and patient
- Troubleshooting network issues
- Team building
- Task prioritization
- Self motivation
- Hardware and software repair
- Network configuration
- Technical troubleshooting
- Interpersonal skills
- Analytical thinking
- Customer service expert
- Hardware installation
- Highly professional
- Goal setting
- System upgrades
- Computer diagnostics
- Risk assessment
- Professionalism
- Customer communication and empathy
- Interpersonal communication
- VPN management
- Device installation
- Time management abilities
- Continuous improvement
- Adaptability
- Written communication
- Quality assurance
- Software upgrades
- System maintenance
- Hardware and software configuration
- Issue and resolution tracking
- Security awareness
Accomplishments
Achieved break through performance with KPI Charts. The use of visual KPI charts not only made the data easier to digest but also fostered friendly competition to drive motivation across our teams.
Proactively documented and resolved technical issues, resulting in the development of streamlined troubleshooting processes that enhanced implementation efficiency and significantly improved customer satisfaction.
Led and mentored a team of 5 staff members, fostering collaboration and ensuring the achievement of team goals.
Fostered team spirit by designing personalized employee name plates, applying graphic design expertise in Adobe Photoshop to create a sense of recognition and belonging.
Certification
Certified Graphic Designer: Sessions College For Professional Design
CompTIA A+ CE certification CE
#COMP001020625695
CCNA 1 Cisco Networking Basics
Languages
English
Software
Microsoft 365
Adobe Creative Suite
Web Browsers
Teams
Globalprotect VPN
Microsoft Azure
Zoom
Content Management Systems (CMS)
Android and IOS
Interests
- Graphic Design
- I enjoy sketching and drawing, which helps improve my creativity and attention to detail
- Gym Workouts
- Enjoy hobbies that combine physical activity with outdoor exploration
- Watching Movies
- Reading
- Photography
- Volunteer Work
- I have a passion for photography and editing photos
- Road Trips
- Drawing and Painting
- Creating digital artwork using software like Photoshop, Illustrator, or Procreate
- Cooking
- Avid Reader
Timeline
Help Desk Analyst
Wells Fargo
07.2024 - 07.2025
Remote Desktop Support Specialist
DMI
06.2023 - 05.2024
Sr. Assistant Customer Support
DXC Technology
10.2019 - 06.2023
Samsung Tier 2 Tech Support
Teleperformance
01.2014 - 05.2019
CCNA 1 Networking Basics, Excel & CompTIA A+ Certification
El Centro College
Multi-Media, Digital Imaging, Web Design, PowerPoint and Flash
Richland College
Art & Design, Radio Television and Film
University of North Texas
Adobe Illustrator, Photoshop, InDesign, Online Publishing & Logo
Sessions Graphic Design College
Personal Information
Title: Tier 2 Tech Support & Graphic Designer
Ability Connection - The Dallas Mayor's Committee award
I enjoy reading, walking, music and history.
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