Open to opportunities

Terrence Brown

@terrencebrown

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Resourceful IT Support Professional with 5+ years of experience.

United States

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What I'm looking for

I am looking for a remote position that allows me to utilize my troubleshooting skills and grow in a supportive environment.

I am a resourceful IT Support Professional with over 5 years of experience delivering exceptional remote and onsite support across diverse enterprise environments. My expertise lies in troubleshooting escalated technical issues, administering servers, managing VPN and security systems, and supporting infrastructure deployments. I have a strong background in Windows, macOS, Active Directory, DHCP, and virtualization, which enables me to effectively resolve complex technical challenges.

Throughout my career, I have consistently demonstrated my ability to enhance operational efficiency and improve user experiences. At H.D. Fowler, I delivered advanced support for end users, managed DHCP IP address assignments, and played a key role in the migration from PlanSwift to STACK, significantly improving internal workflows. My experience at Equal Opportunity Schools further honed my skills in IT asset management and user training, ensuring seamless adoption of cloud-based productivity tools.

I am now seeking to leverage my advanced troubleshooting and administration skills in a fully remote Tier 2 Support or Junior System Administrator position, where I can contribute to a dynamic team and continue to grow professionally.

Experience

Work history, roles, and key accomplishments

Current

IS Support Specialist

Current

H.D. Fowler

Nov 2024 - Present (7 months)

Delivered advanced remote and onsite support for end users, resolving escalated technical issues across software, network, and hardware environments. Administered phone systems and performed DHCP IP address management. Supported VPN client deployment and user troubleshooting for secure remote access.

Windows 10 VPN SolarPoint AccuTerm Service Desk Technical Support

IT Analyst

Equal Opportunity Schools

Dec 2022 - Nov 2024 (1 year 11 months)

Provided Tier 1/2 IT support to staff and external partners, focusing on escalations beyond standard helpdesk. Trained users on Microsoft Office 365 and managed IT assets while creating documentation for technical procedures.

Microsoft Office 365 Technical Support Documentation User Training Incident Response Help Desk

Systems Admin Operator

ManTech

Aug 2021 - Dec 2022 (1 year 4 months)

Provided Tier 2/3 support for Windows-based environments and server applications. Assisted with application rollouts, user training, and endpoint imaging while diagnosing complex user issues.

Windows Server User Training Technical Support Rollout Troubleshooting Incident Management

IT Support Specialist

KTS (Social Security Administration)

Jul 2019 - Aug 2021 (2 years 1 month)

Delivered technical support across Windows-based environments via phone, remote tools, and in-person. Handled first-call problem diagnosis and escalation management.

Remote Tools Technical Support Ticketing Escalation Management User Training Customer Service

Remote Desktop Support Specialist

APEX Systems

Mar 2019 - Jul 2019 (4 months)

Provided Tier 1/2 remote support for government healthcare systems, resolving technical incidents within SLAs. Diagnosed hardware/software issues and escalated unresolved cases.

Technical Support SLA Management Customer Service Ticketing Systems

Desktop Support Tier II

Under Armour

Feb 2018 - Oct 2018 (8 months)

Supported Windows and macOS users with troubleshooting, imaging, and Active Directory password resets. Provided event-based technical support and coordinated hardware deployments.

MacOS Support Active Directory Troubleshooting Imaging Technical Support Hardware Deployments User Support Group Policy

Education

Degrees, certifications, and relevant coursework

NPower

IT Training Program, Information Technology

2017 -

Participated in an IT Training Program designed to equip individuals with essential technical skills and knowledge for entry-level IT positions.

Baltimore City Community College

Associate of Science, Computer Science

2019 - 2021

Completed an Associate of Science degree in Computer Science, focusing on foundational programming, systems analysis, and computer networking principles.