Rasheed Brown

Lead overnight IT operations supporting 80,000+ users, resolving hardware, software, telecom, and access issues. Manage incident and service request tickets through ServiceNow, ensuring SLA compliance and generating daily Excel pivot table reports.

Troubleshoot satellite, chopper, LiveU, and backpack connectivity issues along with Adobe Premiere Pro software issues. Collaborated with reporters and producers to create high-quality videos with quick turnaround times.

Set up new employee laptops and workstations using Microsoft Deployment Toolkit. Created and configured user accounts in Microsoft Exchange and Google Workspace, and managed security group assignments through Active Directory.

Provided phone and in-person IT support to over 200 users, resolving hardware, software, and network issues. Opened and closed 35–50 tickets per day using ConnectWise, and managed user accounts and security groups.

Provided technical support for employees, addressing PC, mobile, and network-related issues. Used Active Directory to create user profiles, reset passwords, and manage access levels, and supported new hire onboarding and hardware refresh projects.

Created virtual desktop environments with barebones Windows 10 templates using vSphere. Partnered with Tier II and Tier III help desk peers to resolve complex problems and provided detailed descriptions of issues in the trouble-ticket system.

Pursuing a Bachelor of Technology in Computer Information Systems.