KeaAndrea Brown
Dallas,TX
Summary
Senior technology analyst with well-rounded background implementing new technological solutions and improvements. Dedicated to achieving ideal results by identifying project goals troubleshooting problems, and recommending hardware and software solutions. Proficient in cutting-edge technologies with passion for continuous learning.
Overview
12
12
years of professional experience
Work History
Senior Technical Analyst
7 – 11 Corporate
04.2022 - Current
- Provided technical support via phone and email for sites experiencing issues with the software, taking approximately 30 incoming daily or more.
- Worked incidents submit through service now to resolve on site issues.
- Developed comprehensive documentation outlining system specifications and procedures, facilitating seamless knowledge transfer among team members.
- Researched and documented how the POS interacted with API's.
- Coordinated with external vendors during system implementations or upgrades, ensuring timely completion within project constraints.
- Mentored junior analysts in best practices for data analysis, software development, and project management.
- Managed multiple projects simultaneously, ensuring timely completion and adherence to set budgets.
- Streamlined operations by effectively troubleshooting network connectivity issues affecting POS terminals.
- Resolved critical issues by conducting root cause analyses, developing corrective action plans, and preventing future occurrences.
- Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting
- Managed inventory control processes, ensuring accurate tracking of all POS equipment and spare parts.
Help Desk Support Technician
Lockheed Martin, Aeronautics
11.2020 - 03.2022
- Responsible for handling technical problems and answering queries by telephone and/or chat in support of internal employees.
- Successfully diagnosed identified and isolated problems based upon customer interactions
- For chat support, handled multiple chat engagements simultaneously
- Researched and analyzed problems utilizing my own expertise, historical database records, knowledge management systems and internal point of contacts
- Routing tickets to specialists in more complex and difficult cases
- Responded promptly with appropriate solutions
- Maintained and updates records and tracking databases using Service Now
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VPN/Remote access support.
- Alerted management to recurring problems and patterns of technical issues
- Demonstrated experience in a team environment and superior customer service skills with focus on telephone and chat etiquette
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
Customer Technical Support Analyst
Sirius XM Radio
11.2019 - 11.2020
- Provided front-line support to auto dealers and direct customers' inquiries by clarifying question or issue
- Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting.
- Communicated through chat (instant messaging) with consumers to assist with product issues.
- Generated reports to track performance and analyze trends.
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.
- Demonstrated adaptability in handling diverse technical environments, including various hardware, software, and network configurations.
- Tested new software and hardware prior to deployment.
- Monitored system performance to identify potential issues.
Technical Support Representative
Aventiv
08.2017 - 10.2019
- Boosted team performance by sharing technical knowledge and providing mentorship to junior technicians.
- Assisted in creating of knowledge base articles to help standardize support procedures across our organization.
- Contributed development of internal training materials to enhance team capabilities.
- Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and delivered solutions to enhance quality of service and prevent future problems.
- Track and analyze trends in the Help Desk and generate statistical reports using Salesforce
- Maintain an in-depth working knowledge of systems and processes
- Direct the activities and performance of the customer service team to provide the highest level of service to our customers, Collaborate with other departments
- Identify areas of improvement or adjust existing work procedures and practices when processes are broken
- Continually inform managers of potential problems and changes
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail in SalesForce case management system, ensuring comprehensive records were maintained for future reference.
- Solved complex technical issues for clients, leading to significant decrease in repeat support tickets.
- Enhanced user experience by implementing seamless navigation and intuitive UI design for Android applications.
Connectivity Analyst/Supervisor
Hotels.com/Expedia
01.2013 - 08.2017
- Create and manage escalation teams, implement the support strategy during issue outage, and collaborate with the product teams to identify and resolve security issues
- Managed the day-to-day activities of a team of Hotel System Technical Support analysts and connectivity analysts to include escalations and performance metrics
- Developed and communicated employee goals and objectives, training plans, and long-term career development plans
- Effectively communicated, coached, mentored employees, and set goals with technical operations managers and facilitate regular scheduled team meetings to align with peers, set expectations, and promote effective communications
- Maintained team attendance guidelines and identify and coaching employees through behavior issues
- Writing performance plans as necessary and executed bi-weekly pay roll
- Selecting, hiring, developing, and retaining a strong technical team
- Aided hotel system technical support lead analysts with managing and supporting customer escalation calls in a 24/7 environment
- Acting as a liaison between the front-line Market Management team and Identify areas of opportunity for analyst training
- Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
- Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
- Conducted in-depth market analysis to identify trends, guiding strategy adjustments for competitive advantage.
Education
Bachelor’s - Computer Science
Colorado Technical University
Colorado City, CO11.2025
Associates Degree - Computer Information Systems
Tarrant County College
Fort Worth, TX01.2014
Skills
- SQL
- CompTIA
- Excel
- G-Suite
Timeline
Senior Technical Analyst
7 – 11 Corporate
04.2022 - Current
Help Desk Support Technician
Lockheed Martin, Aeronautics
11.2020 - 03.2022
Customer Technical Support Analyst
Sirius XM Radio
11.2019 - 11.2020
Technical Support Representative
Aventiv
08.2017 - 10.2019
Connectivity Analyst/Supervisor
Hotels.com/Expedia
01.2013 - 08.2017
Associates Degree - Computer Information Systems
Tarrant County College
Bachelor’s - Computer Science
Colorado Technical University
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