Malik Brooks
DeSoto,TX
Summary
Tier 1 Help Desk / Desktop Support Technician with extensive hands-on experience supporting end users, troubleshooting Windows-based systems, and assisting with IT infrastructure deployments in fast-paced environments. U.S. Navy veteran with 8 years of operational experience, known for exceptional documentation, time management, and customer service skills. Currently pursuing a Bachelor of Arts in Cybersecurity and preparing for CompTIA Security+. Strong foundation in Active Directory, desktop imaging, hardware installation, escalation procedures, and change management.
Versatile Help Desk Technician boasting relevant experience in troubleshooting software and hardware issues, as well as providing customer service in technical environments. Strong skills include problem-solving, communication, and diagnostic abilities. Demonstrated impact by increasing efficiency and user satisfaction in previous roles through quick resolution of IT problems.
Enthusiastic computer technician proudly offering several years of experience in upgrading systems, installing network components and providing informal software demonstrations. Enthusiastic employee with knowledge in email account setup. Skilled in task prioritization, exemplary customer service and troubleshooting.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Culinary Specialist
UNITED STATES NAVY
01.2015 - Current
- Served in high-security, high-availability operational environments requiring strict adherence to procedures and documentation
- Maintained detailed logs, inventories, and compliance records in mission-critical settings
- Led and supported teams while managing priorities, schedules, and operational deadlines
- Troubleshot equipment and operational issues under pressure, ensuring continuity of operations
- Demonstrated strong accountability, attention to detail, and customer service in confined and high-stress environments
- Developed discipline, adaptability, and teamwork skills directly transferable to IT support and service delivery roles
- Served in high-security, high-availability operational environments requiring strict adherence to procedures and documentation.
- Prepared diverse meals for service members using standard military recipes.
- Managed inventory of food supplies and ensured proper storage protocols.
- Collaborated with team members to maintain high kitchen cleanliness standards.
IT Technician
DeSoto School District
DeSoto, TX
08.2015 - 08.2016
- Installed and configured hardware and software for staff and student devices.
- Provided technical support to resolve issues for users across the district.
- Maintained network infrastructure to ensure reliable connectivity for all schools.
- Collaborated with educators to integrate technology into classroom activities.
- Documented technical procedures and user guides for staff reference.
- Educated staff on best practices for technology use and troubleshooting methods.
- Monitored system performance and reported any abnormalities or outages promptly.
- Resolved hardware issues including replacing parts as necessary.
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Provided technical support to users via telephone or remote access.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
- Deployed operating systems.
- Configured routers, switches and wireless access points for LANs and WANs.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
Sales Associate
Dollar General Market
DeSoto, TX
01.2016 - 05.2016
- Assisted customers with product selection and inquiries.
- Maintained clean and organized sales floor and stock areas.
- Operated point-of-sale system for transactions and returns.
- Stocked shelves with merchandise to ensure availability.
- Collaborated with team members to meet store goals.
- Handled cash register operations and balanced daily sales reports.
- Provided excellent customer service during busy shopping periods.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
- Handled customer complaints in a professional manner.
- Answered incoming telephone calls to provide store, products and services information.
- Worked with fellow sales team members to achieve group targets.
Education
Bachelor of Arts - Cybersecurity
DeVry University
Dallas, TX 03.2026 - 03.2026
Bachelor of Arts - Computer Science
Southern New Hampshire University
Hooksett, NH 08.2022 - 01.2024
High School Diploma -
DeSoto High School
Skills
- Windows installation
- Windows configuration
- Windows troubleshooting
- Microsoft Office
- Microsoft 365
- Active Directory
- Basic Windows Administration
- Desktop deployment
- Workstation imaging
- User onboarding
- Hardware installation
- Hardware removal
- Hardware replacement
- Structured cabling
- Printer troubleshooting
- Scanner troubleshooting
- Peripheral troubleshooting
- Basic networking concepts
- Ticketing systems
- SLA adherence
- Escalation workflows
- Technical documentation
- Knowledge-base updates
- Time tracking
- Expense reporting
- Task prioritization
- Customer service
- Verbal communication
- Written communication
- Security awareness
- Access control principles
- Data handling best practices
- Network troubleshooting
- Inventory management
- Technical support
- Team collaboration
- Problem resolution
- Time management abilities
- Attention to detail
- Relationship building
- Quality control
- Documentation skills
- Cybersecurity principles
- Problem solving
- IT resource management
- IT maintenance
- IT problem-solving
- IT support
- IT quality assurance
Military Experience
United States Navy, Culinary Specialist, 8, Served in high-security, high-availability operational environments requiring strict adherence to procedures and documentation, Maintained detailed logs, inventories, and compliance records in mission-critical settings, Led and supported teams while managing priorities, schedules, and operational deadlines, Troubleshot equipment and operational issues under pressure, ensuring continuity of operations, Demonstrated strong accountability, attention to detail, and customer service in confined and high-stress environments, Developed discipline, adaptability, and teamwork skills directly transferable to IT support and service delivery roles
Certification
CompTIA Security+, In Progress
Additional Information
U.S. Navy Veteran, Active Driver's License, Able to lift up to 50 lbs, Comfortable with local travel and on-call rotation, Strong interest in continuous learning and professional growth
Relevant It Support Experience
Tier 1 Help Desk Support, Provided Tier 1 Help Desk support for end users, resolving hardware, software, and connectivity issues in a timely manner, Diagnosed and troubleshot Windows OS issues including login failures, application errors, profile problems, and system performance issues, Supported Microsoft Office and Microsoft 365 applications including Outlook configuration, mailbox issues, and Teams support, Assisted with Active Directory administration tasks such as password resets, account unlocks, and basic group membership changes, Performed desktop and laptop imaging, deployment, and configuration for new hires and client onboarding, Installed, removed, and replaced IT hardware including desktops, laptops, monitors, docks, printers, and peripherals, Assisted with racking, cabling, and physical installation of IT equipment in accordance with established standards, Documented incidents, resolutions, changes, and project activities thoroughly in ticketing and documentation systems, Prioritized multiple tasks and incidents while meeting deadlines and service level expectations, Escalated unresolved or complex issues to Tier 2 or engineering teams with clear documentation and troubleshooting notes, Assisted with change-management activities and followed established IT policies and procedures, Participated in on-call and after-hours support activities as required, Delivered professional, customer-focused support while communicating technical information clearly to non-technical users, Maintained accurate time sheets, expense reports, and task documentation on or before deadlines
Core Technical Skills
- Windows 7, 8, 10, and 11 installation, configuration, and troubleshooting
- Microsoft Office & Microsoft 365 (Outlook, Word, Excel, Teams)
- Active Directory: Users & Computers, password resets, group membership support
- Basic Windows Administration tools: DNS, DHCP, Group Policy fundamentals
- Desktop deployment, workstation imaging, and user onboarding
- Hardware installation, removal, and replacement (desktops, laptops, monitors, peripherals)
- Structured cabling fundamentals and rack/stack assistance
- Printer, scanner, and peripheral troubleshooting
- Basic networking concepts (TCP/IP, DNS, DHCP, OSI Model)
- Ticketing systems, SLA adherence, and escalation workflows
- Verbose technical documentation and knowledge-base updates
- Time tracking, expense reporting, and task prioritization
- Customer service, verbal and written communication
- Security awareness, access control principles, and data handling best practices
Timeline
Bachelor of Arts - Cybersecurity
DeVry University
03.2026 - 03.2026
Bachelor of Arts - Computer Science
Southern New Hampshire University
08.2022 - 01.2024
Sales Associate
Dollar General Market
01.2016 - 05.2016
IT Technician
DeSoto School District
08.2015 - 08.2016
Culinary Specialist
UNITED STATES NAVY
01.2015 - Current
High School Diploma -
DeSoto High School