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8/3/2019 Help Desk Analyst or Help Desk Technician or PC Technician
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GIDEON BROWN
3919 8th StreetBaltimore, Maryland 21225
QUALIFICATIONS
Dynamic, results-producing IT Professional with the unique ability to bridge thegap between technology and business. Outstanding background in installing, configuring, diagnosing, troubleshooting, and resolving hardware, software, and network issues combine with superior customer service skills to create a powerful synergy. Extremely reliable, flexible and adaptable, with a high level of comprehension that lends itself to a very short learning curve. Innovative, creative, and resourceful in discovering or designing solutions, easily adapting to and applying new technology. Able to work under pressure and meet tight deadlines with error-free results. Exceptional leadership, communication, presentation, interpersonal, and teamwork skills. Comfortable with technical and non-technical peopleon all levels of an organization. Excellent organizational, management and multitasking abilities. Currently pursuing A+ certification.
TECHNICAL EXPERTISE
Software: Corel Word Perfect, MS Word, PowerPoint, Excel, Access, Lotus Notes 4.0-4.5, AS 400, Novell, Ghost, PC Anywhere, Hubs, Patch Panels Token Ring, Ethernet Topologies
Operating Systems: All Windows including XP & 7, Linux
Telecommunications: ANSI/TIA/EIA Standards, Commercial & Residential wiring of 110 & 66 blocks, Cross Connections, Wiring Structured Cabling Systems, Fanning &Forming, Patch Panel, Testing & Troubleshooting, Wiring Schematics, Blueprint Reading/Editing, Fiber Connection (SC, ST), Network Configuration, Aerial Cabling,Wiring of Modular Plugs & Jacks
Hardware: Desktops & Laptops: Dell, IBM, Compaq, Acer, Toshiba, E Machines & HP; Printers: HP 4, 5si, 3si, 8000, & 4000
PROFESSIONAL EXPERIENCE
BROWN GLOBAL COMPUTER SOLUTIONS, Oxon Hill, Maryland, 2004 - PresentOwner/Operator (Part-Time)* Optimize systems for commercial and residential customers by installing, upgrading, maintaining, configuring, troubleshooting, and repairing hardware, software, and peripherals.* Facilitated achieving the number 1 placement on the Google search engine for its topic in education for the Washington, D.C. Public Schools Teachers' Union byproject managing the website development.
-Achieved a smooth transition for the new website by conceptualizing, strategizing, and implementing the new design, including overseeing developer contractors.-Trained Teachers' Union staff members on using the new website.* Provide outstanding customer service by responding to customers in a timely manner, ascertaining their needs and budgets, authoring and executing clear contracts including scope of work, and completing all jobs within budget and on schedule.* Ensure appropriate, productive systems by researching technology and options available for the customers, and by staying abreast of the constantly evolving ITindustry.
8/3/2019 Help Desk Analyst or Help Desk Technician or PC Technician
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PC HELP SERVICES (Unisys & PricewaterhouseCoopers), Washington, D.C., 1998 - 2000PC Help Desk Technician & Network Administrator* Ensured smooth running systems for Social Security Administration and United States Census Bureau by troubleshooting, analyzing, and maintaining PC equipmentand networks per service level agreements (SLAs); utilized a ticket system for work orders.* Earned a commendation from the company for spearheading the nation-wide remoteconfiguration of 522 LANs and 7,830 workstations over a 120-day period for the2000 Census.-Dispatched technicians and configured the computers using Novell/NT topology via Cisco routers and Dell servers, in WAN and LAN environments.
COVINGTON AND BURLING, Washington, D.C., 1996 - 1998Help Desk Technician* Facilitated maximized user productivity by providing technical support for a staff of 1,000 users via site visits or over the telephone within a ticket system.* Played a key role in upgrading the entire user population with new PCs and upgraded Windows operating systems; configured printers as needed.* Ensured accurate inventory information by spearheading the distribution of desktops and laptops for partners and associates.
EDUCATION & CERTIFICATIONS
PRINCE GEORGE'S COMMUNITY COLLEGE, Largo, MarylandCoursework toward an Associate of Information Technology
ANNE ARUNDEL COMMUNITY COLLEGE, Glen Burnie, MarylandCoursework in Fiber Optics and Copper Cabling InstallationsCoursework in Introduction to Computers & Microsoft Office
Pursuing A+ Certification, Anticipated May 2011