Sir James Brown
Hawthorne
Summary
IT professional with extensive experience in Active Directory management and network troubleshooting. Proven track record of enhancing user satisfaction through effective device configuration and customer support. Expertise in deploying systems and resolving complex technical issues, ensuring seamless operations and increased productivity across diverse environments.
Overview
32
32
years of professional experience
Work History
Deskside Support II
BentoBox Ent
Los Angeles
03.2020 - Current
- Managed Active Directory and Azure Directory accounts while deploying systems for iPhones and iPads, ensuring seamless user access.
- Troubleshot remote access issues related to VPN and terminal servers.
- Resolved systems issues, including Slack and Google Toon Boom, while delivering support for Windows 10, 7, and Mac OS Monterey - Tahoe, improving user experience.
- Supported Jamf management solutions across various devices.
- Administered Exchange Server by creating, editing, and deleting distribution lists.
- Supported standard Microsoft Office applications, enhancing user productivity and collaboration.
- Utilized Jump Box, Avid Media Composer, Final Cut Pro, and Adobe Creative Cloud effectively.
- Utilized Jump Box, Avid Media Composer, Final Cut Pro, and Adobe Creative Cloud effectively.
Desktop Support Engineer
Trailer Park
Hollywood
05.2022 - 05.2022
- Provided technical support for Apple devices, resolving user issues effectively.
- Diagnosed complex technical issues in networking and hardware components, ensuring timely resolution of user concerns.
- Demonstrated expertise in the use of Mac OS X operating systems and other Apple software applications.
- Installed and configured new Apple computers according to customer specifications.
- Provided support for iOS devices such as iPhones and iPads regarding configuration changes or application installation and removal.
- Guided customers in selecting Apple products and services tailored to their needs.
- Developed training materials for new hires, facilitating smoother onboarding and quicker integration into team.
Desktop Support Engineer
STARZ Entertainment
Santa Monica
08.2016 - 02.2020
- Provided technical support for desktop hardware and software issues across departments.
- Installed, configured, and maintained computer hardware, software, and peripherals.
- Installed and configured operating systems and applications for end-users.
- Diagnosed and resolved network connectivity problems using various troubleshooting tools.
- Troubleshot network connectivity issues for both wired and wireless connections.
- Resolved printer problems remotely or on-site.
- Diagnosed hardware and software issues for Apple devices.
- Assisted in repairs and upgrades for various Apple products.
- Repaired broken screens, keyboards, hard drives, and memory upgrades. on Apple products.
- Documented repair processes in company database to ensure consistent troubleshooting and resolution.
- Monitored inventory levels at all times to maintain sufficient stock levels of spare parts required for repairs or replacements.
- Managed inventory of desktop equipment and recommended upgrades.
- Provided training sessions for staff members regarding basic computer usage and troubleshooting techniques.
- Trained staff on new software applications and best practices for usage.
- Assisted in the rollout of new technology initiatives within the organization.
- Collaborated with IT teams to identify and implement improvements in system performance and user experience.
- Informed customers about device features and provided best practice guidance.
- Collaborated with team members to enhance customer service experiences.
- Ensured compliance with company policies and procedures during repairs.
IT Administrator/Desktop Support
Amgen
04.2015 - 08.2016
- Delivered telephone support to domestic and international end users for application and network issues, ensuring quick resolution of technical problems.
- Diagnosed and troubleshot remote access issues, including VPN and terminal server problems.
- Managed Active Directory and Azure Directory accounts for user administration.
- Administered Exchange Server, managing distribution lists to facilitate effective communication across the organization.
- Supported all standard Microsoft Office applications, excluding Access, ensuring optimal performance.
- Deployed systems, including iPhones, iPads, and Mac computers; provided setup and troubleshooting assistance.
- Developed and maintained documentation in the department's knowledge base, improving resource accessibility for team members.
- Administered the Interwoven document management database to maintain organizational structure.
IT Administrator
UTA Talent Agent
02.2009 - 04.2015
- Administered Windows server environments for optimal performance and reliability.
- Implemented security measures to protect sensitive data and systems.
- Managed user accounts and permissions in Active Directory efficiently.
- Configured backup solutions to ensure data integrity and recovery options.
- Collaborated with IT teams to streamline system upgrades and migrations.
- Diagnosed hardware and software issues for Apple devices.
- Delivered technical support to customers in-store and online, resolving issues to improve user satisfaction.
- Collaborated with team members to refine customer service processes, resulting in enhanced service experiences.
- Documented system configurations and procedures to facilitate knowledge sharing and ensure team efficiency.
Lead Engineer
Warner Brothers
11.2011 - 01.2012
- Configured, tested, and troubleshot various Apple hardware components such as MacBooks, iPhones, iPads, and iMacs.
- Developed custom solutions for unique customer needs by utilizing scripting languages such as Bash or Python.
- Worked with technicians to resolve escalated technical issues swiftly, ensuring minimal disruption to service operations.
- Supported repairs and upgrades for a range of Apple products, enhancing customer satisfaction through timely service.
- Diagnosed hardware and software issues for Apple devices.
- Provided technical support to customers in-store and online.
- Recorded repair processes meticulously in the company's database, contributing to knowledge sharing and quality control.
- Assessed and identified issues and quickly resolved them to restore functionality.
Global Technology Support Analyst
Preferred Legal Support
10.2007 - 02.2009
- Delivered telephone support for domestic and international end users, enhancing user experience.
- Troubleshot remote access problems, including VPN and terminal server connectivity, ensuring uninterrupted access for users.
- Diagnosed application and network issues in Microsoft Office applications, facilitating timely resolutions.
- Managed Active Directory accounts, ensuring accurate user information.
- Created and assigned RSA hard and soft tokens for secure access.
- Administered Exchange Server by editing, deleting, and creating distribution lists.
- Developed and updated documentation within the department's knowledge base.
- Administered an interwoven document management database for efficient document storage.
Analyst
Cedar Sinai Support Center
07.2006 - 10.2007
- Diagnosed application and network issues across various platforms.
- Configured and troubleshot remote login problems using Citrix and NFuse, enhancing user access and connectivity.
- Developed documentation outlining troubleshooting steps for firm-specific applications, streamlining support processes.
- Developed guides for Worksite, Carpe Diem, the new business intake system, and InterAction.
- Delivered telephone support for domestic and international end users, ensuring timely resolution of issues.
- Oversaw BlackBerry data management and voice access for attorneys in the local office.
- Supported all standard Microsoft Office applications, excluding MS Access.
Desktop Support/PC-Mac Specialist
Hollywood Magic
11.1994 - 07.2006
- Assisted in migration to Windows 2000 Server and Windows XP Professional.
- Provided support for standard Microsoft Office applications, enhancing user proficiency and troubleshooting capabilities.
- Troubleshot remote logon issues using Citrix for seamless access.
- Configured new computers for Windows 95/98 integration with Novell network, facilitating user access and operational efficiency.
- Oversaw inventory management for company computers, BlackBerrys, laptops, and monitors, ensuring timely availability for staff.
- Executed basic network functions, such as changing passwords and assigning user groups, to ensure system security.
- Conducted ergonomic assessments for incoming users to enhance workstation comfort.
- Configured videoconferencing equipment for new and existing connections.
Skills
- Remote support
- Customer support
- Network troubleshooting
- Active Directory management
- Exchange Server administration
- Device configuration
- System deployment
Timeline
Desktop Support Engineer
Trailer Park
05.2022 - 05.2022
Deskside Support II
BentoBox Ent
03.2020 - Current
Desktop Support Engineer
STARZ Entertainment
08.2016 - 02.2020
IT Administrator/Desktop Support
Amgen
04.2015 - 08.2016
Lead Engineer
Warner Brothers
11.2011 - 01.2012
IT Administrator
UTA Talent Agent
02.2009 - 04.2015
Global Technology Support Analyst
Preferred Legal Support
10.2007 - 02.2009
Analyst
Cedar Sinai Support Center
07.2006 - 10.2007
Desktop Support/PC-Mac Specialist
Hollywood Magic
11.1994 - 07.2006