Khal Brown
Loganville,GA
Summary
Friendly Help Desk Technician with 8 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Support Specialist
New Mercies Christian Church
Lilburn, GA
11.2003 - Current
- Configured workstations, networks, servers and printers for end users.
- Created user accounts and configured settings in Active Directory.
- Provided technical support to clients via phone, email, and remote access.
Help Desk Support Specialist
WestRock
Lawrenceville, GA
11.2012 - 03.2020
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Processed over 500 support requests weekly for technical assistance on wide range of issues related to JDEdward and cforia.
IT Support Specialist
Corus360
Norcross, GA
08.2009 - 03.2012
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using effective troubleshooting techniques.
- Delivered onsite technical support for 120 employees.
- Answered questions and provided information to customers about new software or hardware.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Resolved issues with systems, hardware and telephones quickly and accurately.
Education
Bachelor of Science - Information Technology
DeVry University
Villa Park, IL05.2001
Skills
- Application support
- Software diagnosis
- Mac systems
- Technical issues analysis
- Desktop support
- Troubleshooting
- Microsoft Office
- Software Installation
- Hardware upgrades
- System Configuration
- Mobile Device Management
- Client Relationship Building
- Scripting Languages
- Network Administration
Certification
Google course Certificate
Technical Support Fundamentals
The Bits and Bytes of Computer Networking
Timeline
Help Desk Support Specialist
WestRock
11.2012 - 03.2020
IT Support Specialist
Corus360
08.2009 - 03.2012
IT Support Specialist
New Mercies Christian Church
11.2003 - Current
Bachelor of Science - Information Technology
DeVry University
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