- Avid Reader
- Learning new baking techniques and expanding my culinary skills
- Watching Movies and TV Shows
- Telescope astronomy and astrophotography
- MDF 3d printing
- Computer building and electronic projects
Jeffrey A. Brown
Durham,NC
Summary
Experienced professional seeking a technical job to utilize existing skills and grow. Proficient in all versions of Windows and DOS with extensive knowledge of legacy and modern computer hardware. Quick to grasp new systems and skilled at communicating with technical and non-technical individuals. Capable of working independently or as part of a team, with a demonstrated ability to lead projects and accomplish tasks successfully. Experienced in extensive work-related travel, including developing countries, with a proven track record for success.
Overview
18
18
years of professional experience
Work History
Global ICT Helpdesk Manager
IntraHealth International Inc
09.2020 - Current
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Managed 3 local and up to 11 remote IT staff
- Supported up to 1100 systems and users
- Functioned as Office manager
- Provided International Shipping for company
Global Helpdesk Supervisor
IntraHealth International
01.2016 - 09.2020
- Maintain documentation for processes
- Conference support
- Oversee field offices Technical support teams
- Up to 10% international travel
- Client backup systems
- Client antivirus systems
- Helpdesk system management
- Manage 3 staff members directly and 9 tangentially
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created and managed project plans, timelines and budgets.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Developed effective improvement plans in alignment with goals and specifications.
IT Officer
IntraHealth International
10.2013 - 01.2016
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Managed life cycle replacement of hardware and software.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Managed 3 local and up to 11 remote IT staff
Supported up to 1100 systems and users
Functioned as Office manager
Provided International Shipping for company
IT Specialist
IntraHealth International
05.2007 - 10.2013
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Supported up to 1100 systems and users across 14 countries
Education
High School Diploma -
Northern Durham High School
Durham NC06.1992
Aerospace Engineering
Tuskegee University
Tuskegee, ALSkills
- Cross-functional team management
- Time management
- Budget control
- Staff management
- Recruiting and interviewing
- Policy implementation
- Emergency response
- Team leadership
- Expense tracking
- Operations management
- Vendor management
Functional Summary
I am proficient at all versions of windows and dos. I have an extreme knowledge of computer hardware both legacy and modern. I am capable of mastering new systems in very short periods of time. I am proficient at communicating with technical and non-technical people. I am capable of working on my own and as part of a group. I have a demonstrated ability to take leadership of projects. I have a proven ability to get tasks accomplished. I have traveled extensively for work including many developing countries and have a proven track record.
Accreditations
- A+ certified, 10/01/00
- HIPAA Trained, 10/01/14
- ITIL v3 Foundation Certified, 07/01/14
- SpiceWorks Basic training, 10/01/11
- SpiceWorks Advanced training, 10/01/14
- SpiceCorp Leader, 01/01/15
- Presented InsideNGO, 01/01/13
- Presented SpiceWorks On The Air Podcast, 01/01/16
Interests
Timeline
Global ICT Helpdesk Manager
IntraHealth International Inc
09.2020 - Current
Global Helpdesk Supervisor
IntraHealth International
01.2016 - 09.2020
IT Officer
IntraHealth International
10.2013 - 01.2016
IT Specialist
IntraHealth International
05.2007 - 10.2013
High School Diploma -
Northern Durham High School
Aerospace Engineering
Tuskegee University
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