Summary
Overview
Work History
Skills
Certification
Timeline
Work Availability
References
Generic

G Scot BROWN

End User Support Specialist
York,PA

Summary

Accomplished End User Support Specialist with a strong track record in delivering exceptional customer service and technical support. Proficient in troubleshooting complex issues under pressure, ensuring rapid resolution and client satisfaction. Recognized for fostering long-term relationships that enhance user experience. Aiming to leverage these skills in a challenging role to drive organizational success.

Overview

22
22
years of professional experience
1
1
Certificate

Work History

Support Specialist - Intermediate

Penn State Health Holy Spirit Medical Center
Camp Hill, PA
11.2020 - Current
  • Delivered extensive technical support for both hardware and software.
  • Ensured smooth functionality of IT equipment through effective installation and maintenance.
  • Kept current with advancements in hardware, software, and techniques.
  • Maintained continuous 24/7 coverage as per importance.
  • Used enterprise desktop management tools to deploy software remotely.
  • Managed a team of contractors converting over 3000 computers to the Penn State Health network.

Various Positions

Geisinger Health System - Holy Spirit Hospital
Camp Hill, PA
09.2016 - 11.2020
  • Troubleshot and resolved technical issues efficiently to reduce downtime.
  • Installed and configured desktops, laptops, printers, and peripherals.
  • Ensured 24/7 support aligned with system criticality.
  • Worked with cross-functional teams to implement system upgrades and rollouts.
  • Ensured accurate tracking of hardware assets via established inventory systems.
  • Streamlined outpatient care by integrating new departments into the EPIC platform.
  • Collaborated with the team to resolve issues in new applications and upgrades during pre-implementation.
  • Executed detailed tests to confirm the validity of program results.

Site Support Analyst

Graham Packaging Company
Lancaster, PA
05.2014 - 09.2016
  • Supported a user base of over 3,500 across the US and Canada.
  • Handled all aspects of desktop and laptop setup smoothly.
  • Coordinated repair processes for hardware and software with external vendors.
  • Effectively addressed client concerns using multiple contact methods.
  • Showcased skill in diagnosing and repairing computer systems.
  • Directed image design and upkeep via Microsoft's Deployment Toolkit.
  • Facilitated seamless implementation of comprehensive tracking system.
  • Delivered on-call support during after-hours rotations.

Desktop Support Technician

Prelude Services, Inc.
Mechanicsburg, PA
12.2007 - 05.2014
  • Delivered extensive technical support, addressing hardware and software concerns promptly.
  • Installed and maintained desktops, laptops, and printers.
  • Implemented system upgrades and rollouts with cross-functional teams.
  • Designed and maintained system images using multiple tools.
  • Coordinated client updates via Windows Server Update Services.
  • Automated repetitive tasks to increase operational efficiency.

IT Tech Generalist

PHEAA - PA Higher Education Assistance Agency
Harrisburg, PA
12.2002 - 12.2007
  • Delivered technical support for 2500 computers and users.
  • Identified and fixed hardware issues.
  • Resolved technical issues across multiple platforms, including in-person, phone, and email support.
  • Ensured seamless migration process of client systems.
  • Enhanced overall productivity via development of custom software packages using CA Software Delivery.
  • Managed password resets on various platforms, maintaining user security.
  • Accurately documented trouble tickets using a ticketing system.

Skills

  • End user support
  • Hardware installation
  • Hardware diagnostics
  • Hardware and software upgrades
  • Incident management
  • Advanced troubleshooting
  • Windows operating system
  • Troubleshooting and Diagnostics
  • Remote desktop support
  • Software installation

Certification

  • A+, CompTIA, 03/01/01
  • Technical Support Fundamentals, Coursera, 04/01/23, https://coursera.org/verify/DY467UPUR5Z4
  • IT Information Library Foundations Certification (ITIL), AXELOS Global Best Practice, 03/01/18
  • Microsoft Certified Desktop Support Technician MCDST, Microsoft, 02/01/09
  • Microsoft Certified Professional MCPS, Microsoft, 02/01/09

Timeline

Support Specialist - Intermediate

Penn State Health Holy Spirit Medical Center
11.2020 - Current

Various Positions

Geisinger Health System - Holy Spirit Hospital
09.2016 - 11.2020

Site Support Analyst

Graham Packaging Company
05.2014 - 09.2016

Desktop Support Technician

Prelude Services, Inc.
12.2007 - 05.2014

IT Tech Generalist

PHEAA - PA Higher Education Assistance Agency
12.2002 - 12.2007

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References

References available upon request.

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G Scot BROWNEnd User Support Specialist