Jacob Browning
Summary
IT professional with proven track record in desktop support and technical troubleshooting. Known for efficiently resolving technical issues and ensuring optimal system performance. Reliable team player committed to achieving results and adapting to evolving technological needs. Proficient in hardware diagnostics, software troubleshooting, and customer service.
Overview
9
9
years of professional experience
Work History
Senior Desktop Support Analyst
Blue Arch Technology Services
08.2022 - Current
- Maintained a high level of professionalism when interacting with customers, and colleagues to foster strong working relationships and promote a positive workplace atmosphere.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Provided on-site and remote technical support to users.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
Associate Manager
Red Robin
12.2019 - 02.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Established team priorities, maintained schedules and monitored performance.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Local Technology Coordinator
FIS Global
05.2021 - 11.2021
- Developed training materials and procedures, and train users in proper use of hardware and software.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Referred major hardware and software problems and defective products to vendors and technicians for service.
- Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
- Set up equipment for employee use, performed and ensured proper installation of cables, operating systems and appropriate software.
- Inspected equipment and read order sheets to prepare for delivery to users.
Healthcare Technology Systems Analyst
Pacific University
02.2019 - 02.2021
- Received, prioritized, and managed incoming support requests for desktop problems
- Installed, configured, and repaired users' hardware, devices, and networking systems
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Proficiently manages and supports over 200 workstations, 55 individual biomedical devices, and as well as many peripheral devices across the clinics
- Facilitates strong rapport with staff and providers through direct end user support and training
- Communicated directly with vendors to troubleshoot and resolve device/software issues.
Field Trainer
DRB Systems
05.2018 - 01.2019
- Performed remote and onsite installation of hardware and configured proprietary software at customer sites across the US
- Trained staff and management on proper use of Nopileups application and hardware
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Made calls on new installations to answer any follow up questions or concerns with the system.
Field Technology Analyst
Tuality Healthcare/OHSU
04.2016 - 04.2018
- Provided in-depth tier II technical support to end users using great customer service and building positive relationships
- Played a key role from a field service standpoint in large organizational restructure projects
- Skillfully deployed equipment keeping in mind project timelines, user workflow, and budget.
Education
Associate of Applied Science - Information Technology
Linn-Benton Community College
Albany, OR06-2015
Skills
- Technical support expertise
- Active Directory management
- Troubleshooting skills
- End user support
- Teamwork
- Ticketing system proficiency
- Software installation
- Software upgrades
Timeline
Senior Desktop Support Analyst
Blue Arch Technology Services
08.2022 - Current
Local Technology Coordinator
FIS Global
05.2021 - 11.2021
Associate Manager
Red Robin
12.2019 - 02.2023
Healthcare Technology Systems Analyst
Pacific University
02.2019 - 02.2021
Field Trainer
DRB Systems
05.2018 - 01.2019
Field Technology Analyst
Tuality Healthcare/OHSU
04.2016 - 04.2018
Associate of Applied Science - Information Technology
Linn-Benton Community College
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