David Brown
@davidbrown4
Diligent IT Analyst specializing in endpoint support, Entra ID/Azure AD, O365, and wired/wireless troubleshooting.
United StatesWhat I'm looking for
I am a diligent IT Analyst with extensive experience troubleshooting desktops, laptops, mobile devices, and enterprise environments, supporting both remote and onsite users. I have hands-on experience with Microsoft O365, Microsoft Entra ID (Azure Active Directory), Windows 10/11, Salesforce, and a variety of remote support and ticketing tools.
Throughout my career I have supported system migrations and upgrades, device onboarding, Entra ID lifecycle management, MFA configuration, and wireless network optimization, while handling high-volume call and ticket queues. I have also configured and maintained routers, switches, firewalls, and performed hardware imaging and deployment in manufacturing and enterprise settings.
I bring strong communication, leadership, and problem-solving skills, and a record of improving user experience through clear technical guidance and reliable support. I hold certifications in Azure/Entra ID, Salesforce Administrator (ADM-201), and A+/MCSE, and I seek roles where I can apply my technical expertise and customer-focused approach.
Experience
Work history, roles, and key accomplishments
Service Desk Analyst
Service Pros Installation Group
Jan 2020 - Present (6 years)
Handle 25–40 daily calls/tickets, support O365/Google Apps/Citrix and onboard devices while managing Entra ID lifecycle and MFA configuration to improve user access and reduce support escalations.
Help Desk Support
Benefitfocus
Aug 2019 - Oct 2020 (1 year 2 months)
Provided L1 support for PC, Mac, and POS systems, reimaged and refurbished devices, and performed Salesforce admin tasks to streamline support workflows.
Night Shift IT Help Desk Technician
Plastic Omnium
Sep 2019 - May 2020 (8 months)
Configured and deployed hardware in manufacturing, imaged HP devices, managed Outlook/Exchange accounts, and performed basic cabling and network setup to maintain production uptime.
Team Lead / Quality Inspector
DCS / Ready Group
Mar 2019 - Aug 2019 (5 months)
Led an assembly team, conducted quality inspections and reports, assisted with onboarding and training, and provided troubleshooting support for Windows and macOS systems.
Help Desk Analyst
Grupo Antolin
Sep 2018 - Mar 2019 (6 months)
Provided desk-side and remote support for SAP, Google Apps, Windows and macOS environments, resolving wired/wireless connectivity issues to maintain operational continuity.
Hardware Support Analyst
QS1
Aug 2017 - Sep 2018 (1 year 1 month)
Supported proprietary QS1 software and network printers, performed Windows 10 connectivity and wireless troubleshooting to reduce hardware-related downtime.
IT Support Administrator
Citco Financial Services
Mar 2011 - Jul 2017 (6 years 4 months)
Supported software, hardware, telecom and enterprise systems, performed Linux administration and SAS data mining, and maintained wired/wireless device connectivity across the organization.
Education
Degrees, certifications, and relevant coursework
Firefly
Certification, Cloud / Identity Management
Completed Microsoft Azure & Entra ID certification (current).
SASalesforce
Salesforce Administrator (ADM-201), Customer Relationship Management
Holds Salesforce Administrator (ADM-201) certification (current).
Blue State University
Bachelor of Science
1986 - 1990
Completed a Bachelor of Science degree between 1986 and 1990.
IKON Educational Services
A+ / MCSE Certification, IT Support / Systems Administration
2001 - 2001
Completed A+ / MCSE certifications in 2001.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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