Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Evangela Brown

Washington,DC

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Representative

J/A Property Solutions
03.2022 - Current
  • Assessed technical complexity of tickets to escalate to Tier 3 team.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Researched and identified solutions to technical problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.

Tier 1 Technical Support Representative

R. Emmanuel Consulting & Training Center
06.2019 - 03.2022
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Monitored system performance to identify potential issues.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Help Desk Analyst

Maryland Oncology Hematology
05.2017 - 06.2019
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Provided basic end-user troubleshooting and desktop support.
  • Configured hardware and granted system permissions to new employees.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Installed and updated hardware, software and applications on Mac and PC devices.

Education

Security+ - Information Technology

YearUP
Washington, DC
01.2017

Skills

  • Remote Technical Support
  • On-Site Technical Support
  • Hardware Installation
  • Call Management
  • Help Desk Support
  • Technical Troubleshooting
  • LAN/WAN
  • Creative Issue Resolution
  • Problem-Solving
  • Microsoft Windows and Office
  • Account Administration
  • Incident Management

Certification

CompTIA+

CompTIA CySA+

Timeline

Tier 2 Technical Support Representative

J/A Property Solutions
03.2022 - Current

Tier 1 Technical Support Representative

R. Emmanuel Consulting & Training Center
06.2019 - 03.2022

Help Desk Analyst

Maryland Oncology Hematology
05.2017 - 06.2019

Security+ - Information Technology

YearUP

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Evangela Brown