Open to opportunities

David Brown

@davidbrown1

Message

I am a diligent IT analyst specializing in Salesforce, Microsoft 365, and end-user support.

United States

Message

What I'm looking for

I am seeking a hands-on IT support role where I can apply Salesforce and Microsoft 365 expertise, solve complex user issues, work collaboratively, and grow into expanded admin or leadership responsibilities.

I am a diligent IT analyst with extensive hands-on experience supporting end users, hardware, and enterprise platforms.

In my current role as a Service Desk Analyst I take 25–30 calls and handle 35–40 tickets daily, supporting users via Google Apps, Citrix XenApp, ServiceNow, Bomgar and Azure Active Directory. I assisted with the conversion from Google Apps to Office 365 and Azure and configured multifactor authentication for users.

I have administered Salesforce (Classic and Lightning) as an administrator, implemented and configured infrastructure, and provided troubleshooting for POS systems and device imaging/deployment. I also support Windows 10/11 and Mac iOS, mobile devices with MDM, and network equipment including routers, firewalls, and switches.

I have led small teams, assisted with onboarding and quality control, and reported to IT management while working with Linux, PHP, MySQL, JavaScript and SAS for data tasks. I hold Microsoft Azure and Salesforce Administrator (ADM-201) certifications and A+/MCSE training, and I bring strong communication, problem solving, and customer-service focus.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst

Current

Service Pros Installation Group

Jan 2020 - Present (5 years 7 months)

Supported users via Google apps platform and Citrix XenApp Web, ServiceNow ticketing system, and remote support via Bomgar. Assisted with the conversion from Google Apps to O365 and Azure platform, and set up users with MS multifactor authentication.

Google Apps ServiceNow Bomgar Azure Active Directory O365 Multi Factor Authentication

Helpdesk Support

Benefitfocus

Aug 2019 - Oct 2020 (1 year 2 months)

Served as a level 1 support contact for PC/Windows and Mac iOS users, providing hands-on installation and troubleshooting of POS systems. Investigated and resolved issues related to computer software, hardware, network, and telephone equipment.

iOS Troubleshooting Dell Laptops HP Refurbishing Salesforce Administration

Night Shift IT Help Desk Technician

Plastic Omnium/TRS Staffing Solutions

Sep 2019 - May 2020 (8 months)

Configured and deployed IT equipment and services in a "help desk support" capacity within an automotive manufacturing environment. Provided hands-on IT help desk and user support for Windows 7 platforms, imaging and deploying HP hardware, and setting up new user accounts in Microsoft Outlook on Exchange Server.

Outlook)Microsoft Exchange Server Networking MDM

Team Lead/Quality Inspector

DCS/Ready Group

Mar 2019 - Aug 2019 (5 months)

Managed a team of four to eight associates assembling parts for BMW X5, X6, and X7, inspecting parts for quality and integrity. Provided daily production reports and assisted with onboarding and training of associates.

Team Leadership Smartsheet Onboarding Training

Help Desk Analyst

Grupo-Antolin/Tek Systems

Sep 2018 - Mar 2019 (6 months)

Provided help desk and desk side support for administrative and plant users, monitoring and maintaining computer systems and networks. Diagnosed and resolved hardware and software issues in person or over the phone, and offered SAP support for supply chain/shipping and accounting users.

Help Desk Support Desk Side Support Google Apps

Hardware Support Analyst

QS1

Aug 2017 - Sep 2018 (1 year 1 month)

Administered technical support to customers using proprietary QS1 software via phone or remote access. Responsible for configuration and setup of network printers, server/client administration, and installation and troubleshooting of software in a Windows 10 environment.

Technical Support Network Printer Configuration Server Client Administration Installation Troubleshooting Windows 10

IT Support Administrator

Citco Financial Services

Mar 2011 - Jul 2017 (6 years 4 months)

Diagnosed and resolved software and hardware incidents, requests, and changes, including operating systems, telecom, and enterprise software applications. Provided basic Linux system administration with knowledge of PHP, MySQL, and JavaScript.

Linux System Administration PHP MySQL JavaScript