Warren Brown Email & Phone Number

United States

• Verified functionality of IT devices such as routers, switches, and hubs with the ping command to prevent/restore network outages
• Utilized Active Directory to reset, unlock, and assign permissions for user accounts
• Triaged incoming alerts in the Calem/Clear Asset ticketing system by priority and maintained SLAs to retain client satisfaction
• Referenced topology maps for VDOT and GDOT networking infrastructure to analyze the fiber breaks to pinpoint the start of the outage.

-utilized the knowledge base to research, analyze and resolve software, network and hardware issues received by phone, email, chat or ServiceNow ticketing system-modified accounts. performed resets and unlocks of accounts via Active Directory-troubleshooted issues with applications, hardware and mobile devices -Troubleshooted basic network issues with VPN.

-Troubleshoot tier I technical issues for 20-30 customers per day, field inquiries, diagnose problems, perform root-cause analysis, and identify solutions-installed and configured anti virus software to client specifications-authenticated and authorized users over the phone

Harrisonburg-Staunton-Waynesboro Area

-Strong problem-solving and analytical skills, initiative, and ability to work independently within a team structure-Provided hardware and software support for all supported such as personal computers and mobile devices-Escalating the process as necessary per established escalation policies

Harrisonburg, Virginia, United States

Richmond, Virginia, United States