Quanesia Brown
Houston,TX
Summary
Detail-oriented IT Technician with extensive experience in system optimization, incident management, and technical support. Skilled in leading device operation initiatives and improving end-user software proficiency. Demonstrates strong analytical thinking and problem-solving abilities, ensuring efficient resolution of complex IT issues. Adept at training and mentoring teams, contributing to the overall success of IT operations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Technician III
HCL Tech
11.2023 - Current
- Streamlined device operations by executing a successful reimaging process for 300+ devices weekly.
- Executed meticulous backups, optimized data migration methods, and ensured flawless restoration protocols for all levels of ExxonMobil staff.
- Provided comprehensive training sessions to ensure end users' proficiency in various software programs.
Technical Sales Specialist
Asurion
12.2022 - 07.2023
- Implemented expertise in IOS and Android device capabilities and ATT wireless carrier data
- Maintained database of all customer inquiries related to technical support requests.
IT Operations Analyst - Internship
Texas Southern University Office of IT
03.2023 - 05.2023
- Developed and monitored system performance metrics to identify areas of improvement for the Texas Southern University Office of Technology.
- Managed vendor relationships for procurement of hardware and software components required for IT operations using Smartsheet software.
- Standardized IT protocols by utilizing Service Now software for implementing operations processes, including change management, incident handling, and issue resolution.
Technical Specialist
Bill.com
06.2021 - 03.2022
- Provided chat and email support to VIP end users to address their issues with AP/AR software.
- Proactively identified process improvement opportunities to enhance overall SAAS efficiency.
Information Technology Specialist II
McGraw-Hill Higher Education
12.2020 - 03.2021
- Efficiently addressed help desk requests related to McGraw Hill products through the use of Salesforce ticketing system.
- Served educators by providing top-tier assistance for 80+ cases each day
- Maintained proper tracking of chronic issues by documenting and escalating when required
Education
MBA - Information Technology Project Management
Western Governor University
Salt Lake City, UT05.2025
BBA - Management Information Systems
Texas Southern University
Houston, TX05.2024
Associate of Arts - Liberal Arts And General Studies
Northeast Iowa Community College
Calmar, IA12-2021
Skills
- Data Migration
- Incident Management
- User Training
- Software updating
- Network Security
- Technical Support
- Help Desk Support
- Documentation Development
- System optimization
- System Maintenance
- LAN/WAN
- VoIP Installation
- Computer Diagnostics
- Account Administration
- Data Management
- Task Prioritization
- Agile Methodology
- Software Evaluation
- Windows Server
- Software Installation
- Analytical Thinking
- Data Restoration
- Computer Networking
- Remote Support
- Software configuration
- Information Security
- Microsoft Intune/Azure Entra
- Zero Trust Principals
- ServiceNow
- Performance Optimization
- Advanced Troubleshooting
- Professional Demeanor
Certification
- ServiceNow Certified System Administrator – ServiceNow.
- Google IT Support Professional Certificate - Google.
- Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
- IT Infrastructure Library (ITIL) Foundation Certification - AXELOS.
- IBM Data Science Professional Certificate – IBM.
- CompTIA Network+ - Computing Technology Industry Association.
- CompTIA Security+ - Computing Technology Industry Association.
- CompTIA A+ - Computing Technology Industry Association.
Timeline
IT Technician III
HCL Tech
11.2023 - Current
IT Operations Analyst - Internship
Texas Southern University Office of IT
03.2023 - 05.2023
Technical Sales Specialist
Asurion
12.2022 - 07.2023
Technical Specialist
Bill.com
06.2021 - 03.2022
Information Technology Specialist II
McGraw-Hill Higher Education
12.2020 - 03.2021
MBA - Information Technology Project Management
Western Governor University
BBA - Management Information Systems
Texas Southern University
Associate of Arts - Liberal Arts And General Studies
Northeast Iowa Community College
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