KAIDEN BROWN
Colorado Springs,CO
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
1
1
Certificate
Work History
IT Support Center Coordinator
Vail Resorts Inc
10.2023 - Current
- Provides the highest level of technical support while providing outstanding customer service to internal employees via internal calls, emails, and service tickets.
- Diagnoses and resolves technical issues and escalate when necessary.
- Works side by side with other internal teams to provide resolutions for escalated issues.
- Coaches employees through day-to-day work and complex problems.
- Utilizes proactive communication abilities to resolve tech related issues.
- Daily duties included but not limited too are: password resets, AD account modifications, AD account creations, MS365 outlook troubleshooting, and application support for all SSO and vendor software.
- Uses ticketing systems to manage and process support actions and requests.
- Follows up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Installs and updates hardware, software and applications on Mac and PC devices.
- Documents support interactions for future references.
IT Technician
Black Hills Energy (TEKsystems)
09.2022 - 08.2023
- Provide technical support for all hardware (14,000 assets) used by Black Hills Energy employees and contractors including but not limited to Microsoft, HP, Apple, Panasonic, Crestron, Shure, and Canon
- Provide technical support for 2,000+ commercial off the shelf (COTS) Windows applications and 300+ iOS mobile apps in support of field operations for the purposes of collecting, locating, calibrating, analyzing, and ensuring security of field data
- Reinforce the use of standard practices, standard system architecture, and standard software in accordance with Black Hills policies and procedures
- Work closely with co-workers, end-users, and vendor representatives to resolve performance related issues in accordance with urgencies and SLAs
- Partner with Legal, IT Compliance, IT Risk, and Security to ensure legal hold, endpoint security, software compliance, and data governance is aligned with regulations, company policy, NERC/CIP, TSA and SOX security controls
- Work with contract resources to ensure the ability to deliver a complex portfolio of software and hardware refresh projects that meet business requirements
- IPhone/iPads setup, wipe, reset, security, and troubleshooting iOS, understanding of iPadOS, MAM/MDM policy/restrictions so that field devices work for emergency operations (on call, gas leak, line hit).
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained office PCs, networks and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured systems according to prescribed software and hardware frameworks.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
Technical Support Technician
City of Colorado Springs (Apex Systems)
05.2022 - 07.2022
- Desktop Refresh Contract
- Performing Win10 migration on 450+ machines around the City of CS
- Either remotely upgrading or physically swapping out devices for all city service employees
- Performed iPhone and Dragon Mic device and software upgrades for all of CSPD.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
Desktop Support Technician
UCHealth University Of Colorado Hospital
06.2021 - 02.2022
- Provides operational support for desktop computing devices through repair, replacement, consultation and monitoring
- Fielded, prioritized, and resolved technical support requests submitted by IT specialists
- Help users via telephone to diagnose and triage problems
- Restored service on most tickets with first attempt and tickets within 1-2 days
- Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software
- Improved user performance by training each in hardware and software use
- Configured, updated, and repaired HP and Dell Thin clients and desktop workstations
- Traced root causes of technical failures with systematic approach to troubleshooting desktop hardware and software problems
- Restored performance by completing basic repairs to hardware, software and equipment
- Answered user inquiries regarding computer software or hardware operation to resolve problems
- Prevented recurring concerns by recommending improvements to standard operating procedures
- Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees
- Used SCCM to deploy upgrades, install applications, disable machines and to provide inventory of all workstations/OS Versions and locations.
Technical Support Engineer II
Tek Experts
09.2020 - 06.2021
- Provides phone and email-based technical support to corporate customers while ensuring ticket resolution and customer satisfaction for the following products: Azure, Office 365, Networking, Active Directory, and Virtual Machines
- Act as the advanced technical contact for troubleshooting customer issues
- Deliver advanced technical troubleshooting and problem-solving solutions for corporate customers including issues escalated to the highest level of management
- Collaborate with domain experts (SMEs) and escalation managers when additional support is needed
- Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate measures to all parties involved
- Seek supplemental training to improve performance and develop a specialization.
Technical Support Rep II
BNB Bank
03.2019 - 09.2020
- Provided PC, Network Systems, and Bank application support to internal customers
- Works with internal and external clients to resolve hardware, software, systems and communication issues for desktop, laptop, printer, conference room a/v equipment set up and troubleshooting and various personal handheld devices
- Troubleshoots and resolve network problems and banking applications
- Implement systems and software enhancements as directed by supervisors to improve the reliability and performance of systems
- Evaluates new system software and hardware as directed by supervisors
- Provided and maintain system documentation and inventory
- Processed and recorded all calls to the Service Desk using the designated tracking software
- Tasked as 1 of 2 Onboarding Technicians tasked with: Using Active Directory to create or delete user accounts
- Create and Migrate user mailboxes
- Create, Add or Remove user groups
- Managed Distribution Groups.
PPS Product Support Analyst
Optum, United Healthcare
05.2016 - 11.2018
- Respond to telephone calls, e-mail, and requests using excellent communication skills
- Document, track, and monitor issues to ensure resolution within our service level agreements
- Work both independently and under immediate supervision, using keen judgment when needed
- Provide the highest level of technical support to our end-users in hospitals and insurance companies using our products (WebStrat, EASYGroup, and Knowledge Components)
- Provide analysis and technical problem resolution on a wide variety of issues ranging from general questions through in-depth and complex technical issues as installation, integration, and interfacing
- Provide accurate logging of problem, all correspondence, and resolution within CRM (Onyx)
- Escalate problems when needed following Customer Support procedures and use advanced troubleshooting skills to gather appropriate data and convey concise problem information for internal service personnel
- Act as a liaison between customers and internal support staff (regulatory, development, coding) to assure accurate problem interpretation and resolution
- Maintain communication with customers during the problem resolution process, utilizing superior customer service and communication skills
- Maintain in-depth knowledge of company supported products
- Extensive knowledge of ICD-9-CM, ICD-10 -CM & CPT-4 diagnostic and procedural codes and Medicaid/Medicare Reimbursement methodologies
- Recommends resolutions to resolve Return Codes issues within the Web.Strat & EASYGroup applications
- Review discrepancies regarding DRG & APC assignments, for resolution
- Troubleshoots and resolves installation errors with EASYGroup software
- Dedicated Point of contact for one of Optums largest clients
- Responsible for biweekly conferences with the client, to discuss resolution of active incidents.
Helpdesk/Network Operations Analyst
Children's Healthcare of Atlanta
04.2012 - 01.2016
- Provided customer service over the phone to patients, field personnel, and internal departments; serviced ticket administration through HP ServiceCenter
- Triaged, routed, and responded to incoming client interactions through emails, calls, and personnel requests for technical support
- Dispatched incidents to the field support team when remote resolution is deemed inappropriate or impossible; an active participant in the incident management process
- Assisted with the creation, maintenance, and management of client process documentation
- Provided detailed documentation for all support calls; operated and monitored all network interfaces; operated tape units, printers, mass storage unites, and consoles; performed NetBackup duties Informed application support analyst regarding any issues and ensured problems were resolved in a timely manner; monitored cooling and power systems of the data center.
Education
Bachelors of Science (BS) - Information Security and Computer Forensics
Kaplan University
Masters of Science (MS) Degree - Distant Education, Cyber Security
Liberty University
08.2016
Skills
- Troubleshooting & diagnostics
- Technical support
- Desktop workstation repair
- User assistance
- Ticket management
- Computer workstation setup
- Call management
- Active Directory
- Critical thinking
- A/V Equipment Setup/Troubleshooting
- Azure Active Directory
- SCCM
Certification
- CompTIA A+
- CompTIA Security+
- CompTIA HIT
- Epic Security
- MS-102 M365 Admin
- AZ-104 Azure Admin
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
IT Support Center Coordinator
Vail Resorts Inc
10.2023 - Current
IT Technician
Black Hills Energy (TEKsystems)
09.2022 - 08.2023
Technical Support Technician
City of Colorado Springs (Apex Systems)
05.2022 - 07.2022
Desktop Support Technician
UCHealth University Of Colorado Hospital
06.2021 - 02.2022
Technical Support Engineer II
Tek Experts
09.2020 - 06.2021
Technical Support Rep II
BNB Bank
03.2019 - 09.2020
PPS Product Support Analyst
Optum, United Healthcare
05.2016 - 11.2018
Helpdesk/Network Operations Analyst
Children's Healthcare of Atlanta
04.2012 - 01.2016
Bachelors of Science (BS) - Information Security and Computer Forensics
Kaplan University
Masters of Science (MS) Degree - Distant Education, Cyber Security
Liberty University