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KELVIN L. BROWN 20-39 Seagirt Blvd. Apt. 5F Far Rockaway, NY 11691 Home: (718) 715-0797 Email: klbrown2751@gmail.com

Results-oriented, organized, and quality-driven professional with over 10 years IT experience seeks to utilize diverse background, where achievements, experience, and strong capabilities will contribute to the growth, profitability, and meeting of organizational objectives

SUMMARY OF QUALIFICATIONS

Bachelor’s degree from The City College of New York (CUNY) Excellent interpersonal team player with verbal, written, and telephone communication skills. Outstanding organization, time management, and multi-tasking skills. Computer savvy, experienced in maintaining accurate documentation, and making deadlines. Proven fundamental research, technical writing, and analytical problem-solving abilities. U.S. Armed forces veteran, hardworking, goal-oriented, and highly competent.

Offering a proven background of experience, training and achievements in the following areas: NOC Data Center Operations Client Services

Disaster Recovery VMware Virtualization Executive Support

Systems Engineering Systems Monitoring End-user training

EMPLOYMENT

HISTORY

NEW YORK LIFE INSURANCE, New York, New York Help Desk Technician – Information Technology Consultant (11/2014 – 03/2016) Provided desk side and telephone technical support to onsite and remote personnel worldwide. Analyzed, researched, and resolved system issues to attain optimal performance. Performed network connectivity, hardware and software troubleshooting, and data recovery. Executed hardware break-fix or replace services, system updates, and data backups. Deployed, configured, and tested hardware and software applications installed on desktop systems. Followed all support issues to full resolution and successfully completed all assigned tasks. Proactively communicated repair status reports of ongoing and escalated issues to the end-user.

CONTINUITY CENTERS, Woodbury, New York NOC and Disaster Recovery Operations Specialist (05/2012 – 06/2014) Diagnosed CA ARCserve Instant Business Recovery scenario and Asigra Secure Vault Recovery

software problems within Continuity Center’s and external client’s virtual infrastructure. Technical knowledge of computer operations including monitoring and control tools while utilizing

vSphere and all other software provided to monitor problem situations. Ensured the production problem escalation process was executed in a timely manner while keeping

management and affected clients apprised of any developments. Built and configured physical and virtual appliances for new Asigra Secure Vault Recovery clients. Resolved user help desk related questions and followed through until completion. Monitored all aspects of the data center's network statistics to maintain optimal performance. Performed hardware break fix or replace services for all critical data center devices and equipment. Responded to emergency situations such as data loss and recovery or hardware failure by

immediately following procedures to resolve or escalate. Supported and engaged in multiple infrastructure enhancement projects including cabling, server

rack builds/installs, completely outfitting work stations, etc.

ROBERT HALF TECHNOLOGY, New York, New York System Engineer – Information Technology Consultant (06/2011 – 05/2012) Responsible for managing hardware installation and arrangement for network computer systems. Perform LAN/WAN connectivity, hardware and software troubleshooting, and problem resolution. Execute hardware break-fix or replace services, system optimization, and data backups, recovery

and restorations. Responsible for validating and testing software applications installed on new computers.

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EMPLOYMENT

HISTORY (CONTINUED)

VLS IT CONSULTING, New York, New York Desktop Support Specialist – Information Technology Consultant (07/2007 – 06/2011) Provided desktop and field technician support to various sites including Southside, Franklin, and

Lenox Hill Hospitals for desktop data migration with Windows XP SP3 rollouts in the North Shore LIJ Health System on a project-by-project basis as well as other institutions such as Columbia and Fordham Universities.

Performed hardware break-fix or replace services and software support for a wide range of applications including but not limited to: Microsoft Office (all versions), Windows, MS Exchange, Symantec Endpoint, POP3 E-mail, Citrix, and Active Directory.

Handled desktop support install, move, add, and change requests as well as: active directory updates, data backups, desktop image creation/deployment, troubleshooting, virus/spam /malware resolution, Blackberry/ PDA/Smartphone support, and escalated Remedy SRM tickets.

Utilized excellent writing and verbal communication skills, analytical abilities, and judgment while working effectively with LAN/WAN engineers and medical staff as team leader and liaison.

TRANSPORT WORKERS UNION (TWU), LOCAL 100, New York, New York Systems Engineer (10/2003 – 07/2007) Provided desk side and phone support for over 60,000 internal and external union members. Supported all devices within an integrated wired and wireless network infrastructure design. Set up audio-visual and data services for local and off-site presentations and special projects.. Managed IT department purchases, inventory control, and deployment for local and remote sites. Created and deployed desktop images, patches, virus/spyware detection updates, and data backups. Communicated technical expertise to IT staff with respect to people skills, support, and downtime. Authored technical support training material and provided standard operation procedures. Delegated duties to technical support team; educated executive officers, Local 100 staff, and union

members in software applications, workstations, laptops, and peripheral devices in all locations. Installed AD, configured DNS / DHCP / FTP / WINS, and managed the Windows domain.

Supported and maintained disaster recovery management procedures and processes. Spearheaded two major migration and computer refresh projects to bring a multi-workgroup

Novell, IBM AS400, and Windows environment into a single homogeneous Windows domain. Researched and proposed new products and services to improve system performance. Served as the primary contact for vendors, end-users, and TWU staff for IT related issues.

TECHNICAL EXPERTISE

NETWORK PROTOCOLS & HARDWARE SUPPORT DNS, DHCP, WINS, SNMP, FTP, Secure FTP, RDP, DSL, Server/Desktop break-fix or replace, Switches, VLANS, Routers, Firewalls, WAPs, Laptops, Printers, Multifunction devices, PDAs.

OPERATING SYSTEMS Windows 2008 / 2003 / 2000 servers, Windows 2000, Windows XP , Windows Vista, Windows 7. SOFTWARE APPLICATIONS MS Office, MS Access, MS Outlook, MS Exchange, Asigra Secure Vault(Cloud backup), CA ARCserve Backup, Symantec Anti-Virus, SalesForce CRM, Remedy SRM, Kaseya IT Center, Nagios, Solarwinds, Symantec Antivirus, Symantec Endpoint, Altirus, Norton Ghost, Acronis True Image, VMware virtualization, Dell Open Manage, MS ActiveSync, and Blackberry Desktop Manager.

EDUCATION THE CITY COLLEGE OF NEW YORK (CUNY), New York, New York

Bachelor’s Degree (05/1998) TCS (TECHNICAL CONSULTING SERVICES) (07/2003)

TECHNICAL CERTIFICATIONS AND TRAINING

Certified Digium Switchvox Engineer(dCSE) and Digium Switchvox Support Engineer(dSSE). A+ Certified IT Technician CompTIA Certification | Network+, CCNA, MCSA, MCDST courses. Maintain current knowledge of the Information Technology profession through classes, seminars,

webinars, presentations, published materials, and freelance support (including telecommuting). Professional Writing Certification (CUNY, 1997)