Open to opportunities

Engle Brown

@englebrown

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US Navy Veteran and experienced IT Support Engineer.

United States

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What I'm looking for

I am looking for a collaborative team environment where I can leverage my IT skills to drive efficiency and support organizational goals.

I am a dedicated IT Support Engineer with a strong background in delivering exceptional technical support and optimizing systems for operational efficiency. My experience spans various roles, including IT Manager and Sr. Executive IT Specialist, where I have consistently improved service levels and customer satisfaction. I pride myself on my ability to lead teams effectively, negotiate favorable contracts, and implement innovative solutions that drive productivity and reduce costs.

Throughout my career, I have demonstrated a commitment to excellence, achieving significant improvements in ticket resolution times and overall IT performance. My technical expertise, combined with my strong interpersonal skills, enables me to build lasting relationships with clients and colleagues alike. I am passionate about fostering a positive work environment and making a lasting impact on those around me.

Experience

Work history, roles, and key accomplishments

IT Manager

iGrowClients

Feb 2023 - Jul 2024 (1 year 5 months)

Staffed a team of 9 offshore Customer Support and IT agents, designing processes that reduced ticket resolution time by 25% and increased first-contact resolution rate by 15%. Spearheaded the implementation of VMware Workspace ONE, leading to a 30% increase in employee productivity and a 20% reduction in IT support costs.

Customer Support IT Support Ticket Resolution VMware Workspace ONE Process Design

Sr. Executive IT Specialist

Sempra / SoCal Gas

Nov 2020 - Present (4 years 7 months)

Delivered premium IT support to 15+ C-suite executives, achieving rapid response times (93% within 15 min) and a 96% customer satisfaction rating. Produced over 20 successful Teams Live A/V events, securing seamless communication and collaboration.

Rapid Response Customer Satisfaction Microsoft Teams Workflow Continuity A V Events

Sr. IT Support Tech.

NBBJ

Jan 2020 - Present (5 years 5 months)

Elevated IT service levels for 3 executives, 15 principals, and 35 senior staff members, leading to a 33% increase in overall satisfaction. Implemented a new equipment deployment process that reduced onboarding time by 1.5 hours per new hire.

IT Service Management Onboarding Help Desk Support

Sr. IT Support Engineer

Thompson Coburn LLC

Sep 2019 - Present (5 years 9 months)

Spearheaded VIP IT support for a 72-person firm, realizing 100% uptime for critical attorney video conferences through proactive maintenance and swift issue resolution. Managed the LA office ticketing system, streamlining workflows and securing timely resolution of IT issues.

Windows 10 Ticketing Systems Active Directory

IT Field Services Engineer

TeamHealth

Sep 2018 - Present (6 years 9 months)

Provided Tier II/III desktop, helpdesk, and network support to 600 users across two buildings. Played a key role in the successful relocation of 400 users to a new building, maintaining 97% uptime.

Desktop Support Help Desk Support User Relocation Troubleshooting

Education

Degrees, certifications, and relevant coursework

Udemy

Other, AWS Certified Solutions Architect – Professional

Explored and implemented various AWS services including ECS for container orchestration, S3 for scalable storage, and load balancers for traffic distribution. Gained expertise in RDS, DynamoDB, CloudFront, and IAM for comprehensive cloud solution architecture.

CompTIA

Certificate, A+ and N+

Obtained A+ and N+ certifications immediately after completing an Associate's degree. These certifications cover PC hardware and network troubleshooting.

Maric College

Associate's Degree, Computer Networking & Engineering

Completed an Associate's Degree in Computer Networking & Engineering. This program provided foundational knowledge in computer systems and network infrastructure.

U.S. Navy

Other, Electronic Warfare

Completed Electronic Warfare training, finishing at the top of the class. This was from the second hardest training school in the Navy.

Ft. Lauderdale College

Associate's Degree, Business Administration

Grade: 3.6

Earned an Associate's Degree in Business Administration with a strong academic performance. This program provided a solid foundation in business principles and practices.

Udemy

Certificate, Python

Completed a Python programming course focused on building 30 projects over 100 days. This enhanced practical coding skills and project-based learning.