Wayne Brown

• Support of printers both networks and via local TCP\IP connections.
• Imaged devices using SCCM
• Used BCM to remote devices and push software
• Active Directory use to move PCs into correct OUs (containers)
• Used Service Now ticketing system for all IT related issues
• Windows 10 Support
• Office 365 support for users and personal devices
• Global Protect VPN
• Installed Warehouse AP and troubleshoot bad access points (Site survey before upgrading)
• Installed and setup Managers on Google Authenticator, MS Authenticator, also Intune Company Portal
• Assist users reporting spam or phishing emails via phishing tool add-in for Outlook 365
• Created a system in OneNote for tracking outgoing and return of company equipment for the Loss Prevention department.
• Assisted Managers in logging into their OneNote accounts and taught them some helpful uses of documenting their work photos and paperwork.
• Patched and trace LAN cable from jacks to switch and patch panel

• Fielded average of 32 inbound phone calls to deliver support and remotely resolve service issues.
• Documented support interactions for future reference.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Wrote and reviewed tickets to request maintenance to various types of equipment.
• Installed and set up customers eero routers and access points.
• Became an expert in wireless mesh networking solutions.

• Imaged devices using SCCM
• Remote user's desktop and laptops using SCCM
• Remote and managed Thin clients is using HP Configuration Manager
• Provide Customer support to hospital Staff and Research departments by installing/configuring specialize software: Rapid Access, Rapid Reader, Mathlab, Mano suite, Reflux 6.1, Cisco Anytime Connect
• VPN, IBM SPSS
• Office 365
• Windows 10 roll out.
• Install and configured the Epic client software to work with all types of scanners and printers.
• Image hard drives using and Ghost
• Improved operations by working with team members and customers to find workable solutions
• Provided excellent service and attention to customers when face-to-face or through phone conversations
• Achieved cost-savings by developing functional solutions and providing Computer Surplus Sales
• Inventory control
• Attended departmental meetings, providing feedback to enhance future performance
• Provides internal technical support to more junior staff members
• Assist junior staff in resolving customer problems

• Part of phase III Epic Roll Out
• Provide phone tier I support for all Epic Calls
• Escalated Epic calls to higher escalation points
• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Enter commands and observe system functioning to verify correct operations and detect errors
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Read trade magazines and technical manuals.Support Specialist I

• Install and configure wireless networking equipment
• Configure and roll out Infogenesis on PAR POS terminals along with peripherals such as the Ingenico ipp350 EMV Pin Pad, Epson receipt printer, Network kitchen printers
• Provide E-Waste processing of computer hardware and software, alone with inventory and asset management
• Document all support activities using Solarwinds Web Help Desk software
• Test computer software or hardware, using standard diagnostic testing equipment and procedures.

• Deliver phone support to Sports Connection end-users using and operating automated call distribution phone software
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about Sport Connection's web site and phone app
• Identify and escalate priority issues per Client specifications.
• Investigated system issues and implemented resolutions to reduce downtime.
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• Repaired Dell, HP and Lenovo Desktop\Laptops, Maintain and repair
• Service Lexmark printers, IBM POS Registers, Epson Register printers, NCR
• Register printers, Conducted NCR scale calibration
• Performed part ordering / receiving and returns
• Maintain more than 50 parts in assigned company full size van 24/7, from home office.
• Service over 25 Walmart stores that was assigned to me.

• Repaired Dell, HP and Lenovo Desktop\Laptops, Maintain and repair
• Maintain and repaired Lexmark printers, IBM POS Registers, Epson Register printers, NCR
• Register printers,
• Install computers, printers, card printers and IBM Point of Sale systems.
• Imaged Desktop, Laptops and POS terminals using Ghost.
• Managed VM ware network devices on a Juniper network.
• Patch Lan cable and troubleshoot as needed.
• Repaired and replace LC Fiber Patch Cable

• Install, configure, and maintain PCs, scanners, printers, Black Berry Devices, iPhones, card readers, table managers, Infogenesis Terminals, NSB terminals, thin clients

• Coordinate various projects and upgrades for Ticketmaster, IGT, Bravo Genesis, and Smart Reg

• Remote and troubleshoot systems using CA, Remedy, and RDP

• Install and upgrade computer hardware and software

• Create and maintain PC images using Ghost and

• Migrated user profiles to new computer systems

• Use a ticketing application to troubleshoot and resolve various issues

• Research latest hardware and software and make recommendations for purchase.

• Researched and updated all required materials needed for Combat Information Center
• Control aircraft for Anti-Submarine warfare
• Database manager for Tomahawk System
• Tomahawk Engagement Planner
• Military Police when rotated to shore duty every 5 years
• Active member of the Anti Terrorist Team both on Shore duty and Sea duty rotations.
• Retired with horrors after 16 years of service