Kaiden Brown
Colorado Springs,CO
Summary
Professional with strong background in IT support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Analyst (Remote)
Pivot Point Consulting
09.2025 - Current
- Provide Tier 1 and Tier 2 remote support for healthcare clients, ensuring timely and accurate issue resolution.
- Manage incidents through ITSM tools following ITIL standards.
- Troubleshoot hardware, software, and network issues across Windows and mobile environments.
- Handle user account administration, password resets, and M365 access management.
- Maintain HIPAA compliance and uphold company data security standards.
- Collaborate with internal teams to resolve complex technical issues efficiently.
Assistant IT Manager
Garden of the Gods Resort
10.2024 - 01.2025
- Oversaw IT infrastructure and end-user systems ensuring smooth operation across all departments.
- Provided hands-on technical support and coordinated with corporate IT to maintain network uptime.
- Streamlined troubleshooting procedures and improved system documentation.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Provided basic end-user troubleshooting and desktop support.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
IT Support Coordinator
Vail Resorts
10.2023 - 04.2024
- Delivered advanced technical support to employees across multiple resort locations.
- Diagnosed, repaired, and configured hardware and software systems.
- Supported Active Directory account management, Office 365 troubleshooting, and VPN access.
- Managed service tickets ensuring timely escalation and follow-up.
IT Technician
Black Hills Energy (TEKsystems)
09.2022 - 08.2023
- Provided technical support for 14,000+ hardware assets and 2,000+ software applications.
- Managed Active Directory accounts, M365 troubleshooting, and security compliance.
- Collaborated with cross-departmental teams to resolve escalated incidents.
- Ensured endpoint security alignment with corporate IT and regulatory controls.
Desktop Support Technician
UCHealth
06.2021 - 02.2022
- Delivered desktop support for hospital staff, ensuring efficient IT system functionality.
- Installed and configured devices, managed updates, and resolved hardware/software issues.
- Supported iPads, thin clients, and medical systems while maintaining HIPAA compliance.
- Reduced downtime with proactive maintenance and timely troubleshooting of desktop issues.
- Delivered comprehensive training sessions on cybersecurity practices, bolstering system security.
- Enhanced user experience by customizing desktop environments to meet individual preferences and needs.
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
Technical Support Engineer II
Tek Experts USA
09.2020 - 04.2021
- Provided enterprise-level technical support to corporate clients in healthcare and technology sectors.
- Specialized in Microsoft Azure, Office 365, Networking, and Active Directory troubleshooting.
- Led issue escalations, implemented corrective measures, and maintained customer satisfaction.
- Documented technical processes and trained new support team members.
Technical Support Associate
Dime Bank
03.2019 - 09.2020
- Maintained office PCs, networks and mobile devices.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and mobile devices.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
Education
Bachelor of Science - Information Security & Computer Forensics
Kaplan University
Davenport, IA08.2011
Skills
- Guest communication
- Network troubleshooting
- Remote support
- Hardware support
- Software support
- Incident management
- Technical support
- Customer support
Certification
- CompTIA A+
- CompTIA Security+
- CompTIA HIT
- Epic Security
- MS-102 (Microsoft 365 Administrator)
- AZ-104 (Azure Administrator)
- MD-102 (Endpoint Administrator)
Timeline
Service Desk Analyst (Remote)
Pivot Point Consulting
09.2025 - Current
Assistant IT Manager
Garden of the Gods Resort
10.2024 - 01.2025
IT Support Coordinator
Vail Resorts
10.2023 - 04.2024
IT Technician
Black Hills Energy (TEKsystems)
09.2022 - 08.2023
Desktop Support Technician
UCHealth
06.2021 - 02.2022
Technical Support Engineer II
Tek Experts USA
09.2020 - 04.2021
Technical Support Associate
Dime Bank
03.2019 - 09.2020
Bachelor of Science - Information Security & Computer Forensics
Kaplan University