Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

Jamael Brown

Knightdale,US

Summary

Helpdesk Technician experience in technical support and process improvement, adept at resolving complex issues and enhancing user satisfaction.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Vivint
06.2025 - Current
  • Provided technical support for smart home security systems to enhance user experience and satisfaction.
  • Diagnosed and resolved customer issues using advanced troubleshooting techniques and tools.
  • Accurately document and update records in required information systems
  • Deescalate customers and find resolution for complex issues
  • Gathered and compiled technical support documentations for training service desk and field engineers.
  • Resolved 20 technical support inquiries per day.

Helpdesk Technician

SAIC
07.2023 - 06.2025
  • Document and manage requests, ensuring precise tracking and effective solutions.
  • Collaborate with IT teams and the navy to tackle complex challenges beyond initial troubleshooting.
  • Enhance IT documentation and training, improving team knowledge and process efficiency.
  • Spearhead IT support modernization, implementing cutting-edge solutions for remote connectivity challenges and enhancing first-contact resolution rates.
  • Drive customer satisfaction through swift issue resolution, leveraging advanced troubleshooting techniques and fostering strong end-user relationships.
  • Partner with IT specialists to tackle complex technical issues, contributing to knowledge sharing and streamlined support.
  • Troubleshoot network and VPN connectivity.
  • Deploy Microsoft Office 365 and troubleshoot issues that happen in Teams and Outlook.
  • Document all computer issues with NMCI service manager ticketing system.
  • Escalate tickets to higher tier agents or Field services when needed.
  • Troubleshoot small problems on macOS system.
  • Connect to users' computers with Remote Desktop connection.
  • Use multi tool to run various scripts on navy personnel computers.
  • Troubleshoot Microsoft Office and Microsoft Azure.
  • Troubleshoot LAN.
  • Image HP laptops for government personnel.
  • Resolved technical issues across hardware and software systems, enhancing user satisfaction and productivity.
  • Managed ticketing system to prioritize and track service requests, ensuring timely resolution of support inquiries.

Patient Care Technicia

Mary Immaculate Hospital, Duke Raleigh Hospital, & Sentara Healthcare
08.2015 - 07.2023
  • Transfer and/or assist patients during transport.
  • Provide emergency assistance as required directed by surgeon or nursing personnel.
  • Transport specimen, equipment, etc. to appropriate area in safe and efficient manner.
  • Assist with positioning the patient on surgical table. Assist with wraps, casts, and dressings.
  • Clean equipment, tables and floor as required with proper cleaning solution.
    Collect, bag, and remove soiled linen and trash properly.
  • Replace suction liners, trash bags and other supplies as needed
  • Supported needs of 10+ residents under long-term care.

Education

Some College (No Degree) - Health Sciences

Thomas Nelson Community College
Hampton, VA

Diploma - undefined

Woodrow Wilson High School
Portsmouth, VA
06.2010

Skills

  • IT Documentation
  • Customer Service
  • Microsoft Office
  • Technical troubleshooting
  • Remote IT implementation
  • Remote support
  • Incident management

Certification

Comptia Security+

Software

Salesfrorce

Citrix Workspace

Genesys Cloud

Microsoft 365 Suite

MacOs

Azure

AWS

Service Manager

Powershell

Timeline

Technical Support Specialist

Vivint
06.2025 - Current

Helpdesk Technician

SAIC
07.2023 - 06.2025

Patient Care Technicia

Mary Immaculate Hospital, Duke Raleigh Hospital, & Sentara Healthcare
08.2015 - 07.2023

Diploma - undefined

Woodrow Wilson High School

Some College (No Degree) - Health Sciences

Thomas Nelson Community College

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