MARKIESE BROWN
Saint Louis,MO
Summary
Qualified Advanced Technical Support Specialist with 7 years of helpdesk and customer service experience. Provides comprehensive Technical support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
6
6
years of professional experience
Work History
Security desk analyst supervisor
Garda World
06.2024 - Current
- I am responsible for managing 6 buildings on campus as the site supervisor I run audits on reports, patrol the grounds, Work with IT staff to make sure all cameras are up and running
- I also manage and delegate shift hours
- Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
- Update security manuals and organize files.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
Technical Support Specialist
CMIT Solutions
02.2023 - 04.2024
- While at CMIT Solutions, I provided levels 1-2 and sometimes level 3 support if needed to rise to the occasion
- Monitored & worked the ticket queues and also assisted team members in downtime monitoring the help desk queue working a variety of technical issues ranging from network issues, Printer issues, and hardware replacement if needed as well as software issues including QuickBooks, Adobe, Jonas office applications etc.
- Mediate between vendors and clients to fix or replace device hardware third-party software or network issues affecting clients in the organization
- Assisted clients onsite for installs of desktops, laptops and printer units assisting with all our customer needs
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded to technical support needs.
- Managed equipment upgrades, programming adjustments and billing information for 300+ customers.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
VA TMS Tier 2 Technician
Pro sphere
03.2022 - 01.2023
- In my role as a VALI Tier 2, I did my best to provide support to the VA's Learning Management System (LMS) application, known as the Talent Management System (TMS)
- My position is responsible for resolving tickets escalated to the VALI Tier 2 Team from the VA TMS Learning Administrators, VA's Enterprise Service Desk (ESD), and working closely with other VALI-supported help desks
- As a Customer Service Technician, I and my team are the primary system administrator for the TMS
- We Assist with user acceptance testing (UAT) of all system updates, upgrades, integrated tools, and other software integrated with the TMS
- My position provides TMS administration support and technical set-up of system functionality Some of my daily tasks included the following below
- Application issue resolution: When an application problem occurs Customer Service Technician will analyze how many users are affected, when the issue started, and attempt to reproduce the issue to identify the cause
- This data will be documented and escalated to the appropriate Tier 3 application owner
- Will track issues, test fixes, and communicate with Tier 3 personnel until the issue is resolved
Mercy service desk analyst
TechnoSmarts
05.2021 - 03.2022
- TechnoSmarts Hired me as a contractor to work with Mercy's IT department as a Service Desk Technician
- My role in this position consisted of providing Level I IT user support using a problem-resolution system and/or standard screens, scripts, reference guides, and procedures
- Handle service requests that are predominately routine but which require skilled use of standard screens, scripts, procedures and references
- Apply training and/or experience to resolve specialized or more complex Tier 1 problems
- Navigate problem resolution system and other related Call /Center applications
- Troubleshoot and resolve technical support questions of customers professionally
- Escalating any tickets that could not be resolved at level 1 to the appropriate team
- I worked with many patients on setting up My Chart accounts, and personal settings and troubleshooting the My Chart application
Deployment implementation specialist
Tek Systems
03.2021 - 04.2021
- As a Technician I provide printer and label printer support
- I was tasked to support equipment on-site at Quest Diagnostics facilities as well as PC support in the Quest Diagnostics facilities
- My main task was to deploy new image PCs and equipment such as printers, scanners, card readers and Windows updates for Quest PCs and equipment, Walk users through using new equipment and new PCs programs
Service Desk Analyst
Tech Mahindra
01.2020 - 01.2021
- My role consisted of taking customer calls as the first point of contact at the Service Desk
- We are to enter the customers' tickets into Service Now and resolve the issue or escalate the issue to the appropriate team
- In this role, I troubleshoot the customer's software, hardware, and Telecom desk phone issues also Avaya Agent One x, and any issues involving Windows systems 7 and 10 & some older OS's As well as VPN issues using Cisco any connect secure mobile clients
- I can also work with software deployments, such as Trend Full Disc Encryption, outlook patches, and other software
- Walk customers through setting up computer programs like Zoom, DUO Mobile, Outlook, Epic, Epic haiku/canto & more
- Performing password resets and enabling /disabling accounts in AD and other programs as well as walking users through setting up programs on mobile devices
- Work is remotely done, or instructions are given over the phone to customers and email if needed
- I am responsible for submitting requests for access to software for the customer order desktop inquiries for new equipment or walk users through ordering the equipment or software access needed
I.T SPECIALIST/TECHNICIAN
Timber Warriors
02.2019 - 09.2019
- As a Technician, I was tasked with speaking to customers and running emergency tree removal crews
- I would supervise tree crews as they work while keeping insured homeowners updated as we worked with insurance companies to process emergency tree removal claims
- Also tasked with being the IT specialist in this position I Would have to troubleshoot computer network problems as well software and programs such as outlook, printer, hardware in office
- Keeping and taking inventory of all IT-related items, maintain and update all computers in the office, and the company's server
- I would complete projects in the office where we would do new ads to bring more business
- I was also assigned projects for my IT position such as upgrading and deploying updates to Windows PCs
Education
Associate - Information Technology server administration
Ranken Technical College
Saint Louis, MO01.2018
Skills
- Office software troubleshooting
- Outlook troubleshooting
- Experience with Windows environments
- Equipment troubleshooting
- Professional and courteous
- Diagnostics skill
- Troubleshooting
- Equipment calibration
- WINDOWS SERVER R2 2012/2016/2022
- Network support
- Great over the Phone
- Machine learning
- Time tracking
- Work order prioritization
Awards
TestOut PC Pro, 06/01/15, Computer basics networking and hardware familiarity Test Out
Timeline
Security desk analyst supervisor
Garda World
06.2024 - Current
Technical Support Specialist
CMIT Solutions
02.2023 - 04.2024
VA TMS Tier 2 Technician
Pro sphere
03.2022 - 01.2023
Mercy service desk analyst
TechnoSmarts
05.2021 - 03.2022
Deployment implementation specialist
Tek Systems
03.2021 - 04.2021
Service Desk Analyst
Tech Mahindra
01.2020 - 01.2021
I.T SPECIALIST/TECHNICIAN
Timber Warriors
02.2019 - 09.2019
Associate - Information Technology server administration
Ranken Technical College
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