Summary
Overview
Work History
Education
Skills
Proficient Hardware/Software Summary
Certifications and Achievements
Affiliations
References
Timeline
Generic

SHELDON BROWN

New Hyde Park,USA

Summary

Experienced Desktop Support Lead proficient in managing technical support teams, overseeing IT infrastructure, and troubleshooting complex software issues. Skilled in project management, system deployment, and network administration. Proven track record of enhancing system performance and improving productivity through innovative IT solutions. Committed to ensuring customer satisfaction and fostering strong client relationships.

Overview

12
12
years of professional experience

Work History

Desktop Support Lead(Consulting)

Vaco(Citrin Cooperman)
Jericho, NY
12.2024 - 01.2025
  • Assessed current IT infrastructure needs to identify areas requiring improvement or upgrades.
  • Troubleshooted network connectivity issues with routers, switches, firewalls and other networking equipment.
  • Provided technical assistance to end-users in resolving hardware, software and network related issues.
  • Installed new workstations, laptops and other computer peripherals.
  • Maintained inventory of all IT assets such as computers, printers, phones.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Documented technical specifications for integration projects and communicated progress to stakeholders.
  • Configured printers, scanners, mobile devices according to organizational standards.
  • Provided technical support to end users in person, via phone and email.

Infrastructure Services and Management Specialist

Northwell Health
New Hyde Park, NY
01.2020 - 03.2024
  • Spearheaded the troubleshooting and resolution of complex hardware, software, and network issues, enhancing system reliability and performance
  • Managed IT infrastructure projects, ensuring timely and budget-compliant delivery of IT solutions
  • Developed and maintained documentation for IT processes, significantly improving operational efficiency and team knowledge sharing
  • Provided technical support to high-level personnel via phone, email, and remote access
  • Created and published a SharePoint site for clients and staff members
  • Provided technical support and training to site end users and staff members
  • Oversaw work done by Desktop, Hardware, and Helpdesk teams
  • Assisted facilities project walk-through and provided analysis and recommendation
  • Communicated and sent out application outages and patches to all users within the organization

MS Desktop Support Analyst

Allscripts
New Hyde Park, NY
06.2018 - 01.2020
  • Added and removed workstations from the domain for new workstations and images
  • Assisted with setting up mobile device management on iPhones, iPads, and laptops
  • Supported Mac OS X and was the first line of contact for any escalation from the leadership team
  • Fixed wireless issues for iPhones, androids, and other mobile devices
  • Configured and set up wireless devices such as all-in-one PCs, iPads, tablets, and other mobile devices
  • Provided technical assistance to emergency room nurses, doctors, and other high-level personnel
  • Set up and install Dragon software for doctors and nurses as needed
  • Assisted project managers with new system deployments implemented on-site
  • Managed large-scale IT infrastructure projects, focusing on software integration using MSI and SCCM
  • Provided on-site technical assistance, troubleshooting and repair of hardware, software and network issues.
  • Responded to requests for technical assistance in person, via phone, electronically.
  • Diagnosed and resolved technical hardware and software issues reported by users.
  • Assisted with the installation of new hardware components such as RAM upgrades or hard drives.
  • Provided support for Microsoft Windows operating systems including XP, Vista, 7, 8, 10.
  • Installed, configured and maintained desktop systems, laptops and printers.
  • Configured user accounts in Active Directory with appropriate access rights according to company policies.
  • Managed user profiles using roaming profiles through Group Policy Objects.
  • Resolved user problems with various applications such as MS Office Suite, Adobe Acrobat Reader and other commonly used programs.
  • Maintained inventory of all equipment, software and software licenses associated with desktop computing environment.
  • Performed regular system maintenance tasks such as disk clean up, defragmentation and virus scans.
  • Configured network settings for wired and wireless networks including DHCP setup and configuration.
  • Coordinated with vendors for purchasing IT related equipment like computers, monitors.

Desktop Support Specialist

American Musical & Dramatic Academy
Manhattan, NY
08.2012 - 03.2018
  • Created new accounts for all new hires and disabled any user account as requested in Active Directory
  • Implemented and maintained Cisco Unified Manager for voice and data networks
  • Developed PowerShell scripts for automation, improving system management across distributed environments
  • Installed, configured, and maintained VMware and virtualization technologies
  • Utilized Aerohive to monitor and manage both LANs and WANs for the New York office
  • Monitored spam filters daily and released any safe emails and blocked spam
  • Configured domain controller and administered group policies on Windows servers 2016
  • Configured and set up Cisco Extension Mobility for users visiting from another campus
  • Provided server backups and data recovery when needed by clients and staff members
  • Assisted in the deployment and integration of virtualization technologies including VMware
  • Provided proper access and permissions to folders for each user as required from the network shared drives
  • Maintained inventories for all printers, mobile devices, computers, and Cisco IP phones
  • Configured Outlook for users and saved email files to backup for user's profiles
  • Managed new computer hardware and software purchases and coordinated vendor repairs
  • Administered rules for Firewalls, Access Control Lists, and Intrusion Detection Systems
  • Coordinated with vendors on service requests such as repairs or replacements of defective equipment.
  • Resolved printer-related issues by troubleshooting print jobs, installing drivers and replacing parts when necessary.
  • Tracked hardware assets, ordering equipment to maintain accessible inventory.
  • Created and maintained all workstation images for the entire campus
  • Provided technical support to end users in a corporate environment for desktop computers, laptops, and related peripherals.
  • Installed and configured hardware, software and network components according to established standards.
  • Assisted with the setup of new computer systems as needed for end users.
  • Managed remote backup and restoration services for new and replacement systems, maintaining consistent data integrity and transmission compliance with policies.

Education

Master's Degree - Information Security and Assurance

Strayer University
06.2024

Bachelor's Degree - Computer Science

St. John's University
05.2011

Skills

Operating Systems:

  • Windows
  • Linux
  • Mac OS

Programming Languages:

  • Python
  • C
  • Assembler
  • Java

Network Security:

  • Intrusion Detection Systems (IDS)
  • VPN
  • Network Traffic Analysis

Customer Service:

  • Project Planning
  • Experience in leadership
  • Teamwork and Collaboration
  • Inventory Management
  • SLA management
  • Software Installation
  • Application support
  • Virtualization Technologies
  • Mobile Device Management
  • Remote Support
  • Virus Removal
  • Technical support expertise
  • Data Recovery

Proficient Hardware/Software Summary

Citrix Storefront, Citrix Virtual Apps and Desktops, NetScaler, Linux, Windows 7, Windows 10, Windows 11, Mac OS, VMware, Hyper-V, VirtualBox, XennApp, server, VLAN, Remote Desktop Protocol, Managing Active Directory, Exchange Server, Android, iPhone, Firewall, Surface Pro, Cisco IP Phone, iPad, Aerohive, Server, Switch, Router, Wireshark, Nmap, Nessus, Burp Suite, John the Ripper, Ghidra, Metasploit, OS Forensics, Autopsy, Cisco Call Manager, Enterprise Console, RDP, Azure AD, PowerShell, Unity Voice, CA Backup Manager, VPN, Opnsense Firewall, Websense, ServiceNow, BMC Remedy

Certifications and Achievements

  • Completed uCertify course and achieved SSCP certification, demonstrating proficiency in operational IT security.
  • Cryptography Course Completion - 2024
  • Recognized for outstanding contributions to cyber challenges.
  • Placed 2nd in the 'Hack University' Cyber Challenge, 02/23/24 - 02/25/24. Demonstrated exceptional cybersecurity skills in Website Security, Coding, Cryptography, Reverse Engineering, Networking, and Forensics.

Affiliations

  • Engages in regular basketball tournaments and games to stay active, build teamwork skills, and maintain a disciplined, goal-oriented mindset.

References

References available upon request.

Timeline

Desktop Support Lead(Consulting)

Vaco(Citrin Cooperman)
12.2024 - 01.2025

Infrastructure Services and Management Specialist

Northwell Health
01.2020 - 03.2024

MS Desktop Support Analyst

Allscripts
06.2018 - 01.2020

Desktop Support Specialist

American Musical & Dramatic Academy
08.2012 - 03.2018

Master's Degree - Information Security and Assurance

Strayer University

Bachelor's Degree - Computer Science

St. John's University

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