Candidates About

MODUALDO A. BROWN

OBJECTIVE – Help Desk, Desktop Support Engineer

Solutions driven professional, customer service focused, over 15 years of experience encompassing:

Management of personnel using KPIs/SLAs

ITIL Methodology, Service Desk, Incident Management, Problem Management

Expert in Knowledge Management, Call Flows, Work Flows, Mapping Processes and Procedures, Support Policies.

Excellent Customer Service, Communications and Troubleshooting Skills

Design and Implement training and orientation series

Assess hardware and software products to support the environment

Develop plans of action to resolve problems and client issues

Ability to manage multiple evolving priorities, projects workload, timelines

TECHNICAL KNOWLEDGE

Software:         Cisco Unified Call Manager 8.0, Avaya SA 6.0, Microsoft Office Suite (Office 2013) / MS Exchange, ConfigMgr (SCCM), Remote Desktop applications, Active Directory, Apple Configurator, JAMF (Casper Suite 9), Service-Now, BMC Track-it, Norton Ghost, Symantec A-V Pharos printer management, HP Web Jetadmin, Jenzabar EX 4.6, Canon and Xerox Print Management, Adobe CS, Elucian Colleague 8.2, MS SAM & HAM, ExamSoft TestM, Documentum

Advanced knowledge in:

Desktop hardware, desktop software, telecommunications hardware and software, networking systems, mobile, wireless, and video conferencing technologies.

Proficiency in the latest Windows (7, 8) Mac (OS & iOS) Android Blackberry Operating Systems and Ethernet communications

Protocols:        TCP/IP, DHCP

WORK HISTORY

Connect Enterprises, NJ                                                                                                                    7/14 – Present

Independent IT Consultant

·   Provide technical support over the telephone, online, e-mail or live support to users of technology products such as PC, Laptop iPad, Mac Book ,Chromebook Software Printers Mobile phones Audio    and CCTV equipment, Inventory

·   PC Software Installation Configuration Software Asset Management

·   PC Lifecycle process, including PC hardware selection, PC procurement and post configurations. Hardware Asset Management)

·   iMac, iPad configuration and deployment

·   Troubleshoot LAN networks, and peripheral devices

·   Produce detailed documentation on procedures, SAM, HAM, KB and DB. Trained and Instruct users on usage of new and existing equipment

New York College of Podiatric Medicine, NY                                                                                   6/13 – 7/14

Help Desk & Desktop Support Engineer

·   Responsible for assisting and completing Tier 1 and Tier 2 infrastructure support to end users via  telephone, remote control, or in person within established performance standards

·   Provide updates, status and ticket/tasks completion information to supervisor and ensured that users received clear and complete disposition/resolution notes via voice mail, e-mail or in-person.

·   Install peripheral components such as printers, scanners phones memory and disk drives.

·   Load appropriate software packages such as operating systems, networking components and office applications.

·   Manage the Audio/Video, Graphic Design and Help Desk department

·   Responsible for assisting and completing Tier 3 infrastructure support to college employees and students as well as the existing IT organization via telephone, remote control, or in person

·   Troubleshoot and configure conference room equipment. (Projectors, VGA switches)

·   Assist in the preparation of department business plans and purchasing new systems, hardware and other IT supplies.

·   Managed the iPad deployment to faculty, administrators, and students, (Set up, deploy and manage iOS and OS X devices

·   Manage the company’s telecommunications infrastructure. Install, configure, maintain, support, and optimize all telephone systems, (IP & Analog) voicemail and PBX communications systems

Bergen Community College, Paramus, NJ                                                                                        12/10 – 6/13

Help Desk Supervisor

·   Supervised helpdesk technicians, workflow and work schedules.

·   Managed the ticketing system and ensured tickets are being completed in a timely manner

·   Assisted Desktop Engineering team with testing customization adaptation of existing programs to meet users’ requirements and deployment of end user equipment.

·   Provide telephone, in-person and remote support to end-users.

·   Identified and referred major hardware, software problems to tier 3 support for correction.

·   Create reports on hardware and software inventories, computer details and ticket completion status for management review.

·   Coordinate activities with network services and information systems groups.

·   Coordinate with facilities personnel regarding adds, moves and changes of employees and equipment.

·   Coordinate and design initial training on equipment policies, procedures and applications for new and existing employees.

·   Assisted with the setup, deployment and management of iOS and OS X devices.

·   Worked closely with Telecom Systems Administration team to solve telephone issues

·   Configure and deploy Telecom and Mobile equipment

·   Map and redesign Telecom call flow infrastructure

SunGard Higher Education, Paramus, NJ                                                                                         12/05 –11/10                                                                                                                                                                                            

Desktop Support & Help Desk Specialist

·   Responsible for assisting and completing Tier 1 and Tier 2 infrastructure support to end users via telephone, remote control, or in person within established performance standards

·   Provide updates, status and ticket/tasks completion information to supervisor and ensured that users received clear and complete disposition/resolution notes via voice mail, e-mail or in-person.

·   Install peripheral components such as printers, scanners phones memory and disk drives.

·   Load appropriate software packages such as operating systems, networking components and office applications.

·   Configured users profile to network and provide initial training on facilities and applications.

·   Set up, deploy and manage iOS and OS X devices using JAMF Casper suite

·   Works closely with Network Administration team to solve user and desktop issues

·   Travel between campuses to perform assigned tasks and perform all other duties assigned by the Manager

CheckMate Communications – Jersey City, NJ                                                                                10/01 – 12/05

Help Desk Supervisor / Field – Technician

·   Supervised helpdesk technicians, workflow and work schedules

·   Monitors ticketing system and ensure tickets are being completed per customer’s SLA.

·   Provide telephone, in-person and remote support to end-users.

·   Perform installation /de-installs of software and hardware in preparation of testing

·   Perform preventative maintenance on all in-store and customer’s technology hardware

·   Travel between sites to perform assigned duties.

·   Coordinate activities within the help desk and network services

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Quest Diagnostics – Teterboro, NJ                                                                                                     3/00 – 9/01

Customer Service Representative

·   Proven track record of providing superior courteous and dependable customer service in a fast-paced, team oriented, inbound call center.

·   Answer inquiries, resolve issues, and respond to customer requests, within established performance standards via telephone and correspondence

·   Thoroughly research and resolve errors and requests.

·   Proficient with data entry.

·   Multi-task and met member/user’s needs.

EDUCATION

Global Knowledge, Morristown Training Center, Morristown, NJ

·   Introduction to Cisco Voice And Unified Communications Administration V8.0 (Icomm)

New Jersey Institute of Networking Technologies – East Orange, NJ

·   CCNA Boot Camp, Introduction to Computer Networking

Rutgers Technical Computer Training Program, Rutgers University – Newark, NJ

·   PC and Software, fundamentals

National Education Center (R.E.T.S.) – Nutley, NJ

·   Computer and Electronics Technician