Jason Brown
Kingston
Summary
Experienced IT Engineer with expertise in automation, patch management, and vulnerability remediation to ensure compliance and security. Proficient in scripting with Batch and PowerShell to streamline processes and resolve complex technical issues. Skilled in networking, Group Policy management, policy creation, and Active Directory administration. Known for exceptional problem-solving abilities and a calm, effective approach to deescalating technical issues. Strong track record of diagnosing and troubleshooting system performance to enhance reliability and security. Collaborative team player, working closely with clients and leadership to deliver innovative IT solutions that drive operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Field Support Technician
IBEX Global
01.2022 - Current
- Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.
- Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
- Provided end-user training on software applications, leading to increased productivity among employees.
- Improved system performance by troubleshooting and resolving hardware, software, and network issues.
- Reduced system downtime with proactive maintenance of hardware, software, and network components.
- Managed helpdesk tickets effectively, prioritizing tasks based on urgency while maintaining excellent customer service standards.
- Ensured compliance with industry best practices related to information security and data privacy policies.
- Restored data on computers and office machines.
- Documented changes and actions in computer-based tracking system.
Customer Service
Ibex Global
02.2021 - 01.2022
- Assist customers in need of roadside assistance.
- Ensure that the Service is completed within the giving ETA.
- Provided direct customer service and support for commercial clients.
- Received consistent excellent feedback on work quality and customer service.
Data Analyst
WB Inspection Solutions
03.2020 - 12.2020
- Create estimated car damage total for insurance companies
- Examine cars and determine the market value
- Source OEM/Aftermarket car parts
- Produced monthly reports using advanced Excel spreadsheet functions.
- Utilized data visualization tools to effectively communicate business insights.
Tech Support
Alorica
09.2018 - 03.2019
- Troubleshooting the customer's issue with the device to have a solution/fix.
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Supported ongoing maintenance initiatives by troubleshooting technical issues as they arose-offering solutions based on root cause analysis.
- Provide accurate information on how to navigate through the devices.
- Inform the customer of secured applications that will keep their system/devices updated.
Education
Certificate - Electrical Installation Level 2
HEART National Youth Program
01.2020
Certificate - Computer Engineering Level 2
HEART National Youth Program
01.2018
High School - Information Technology
Jose Marti Technical High School
07-2015
Skills
- Remote support
- Hardware installation
- Server maintenance
- Data recovery
- Mobile device management
- Software deployment
- System administration
- Advanced troubleshooting
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Operating system configuration
- Critical thinking
Accomplishments
- Automated Windows Update Management
Streamlined and automated the process of managing and deploying Windows updates, reducing manual intervention and ensuring timely patching of systems for improved security and performance. - Implemented Automated Preventative System Maintenance
Developed and implemented automated routines for preventative system maintenance, ensuring continuous system health, minimizing downtime, and enhancing overall IT infrastructure reliability. - Launched Multiple Successful Lines of Business
Successfully launched several new lines of business by implementing innovative IT solutions, enabling seamless integration of technology to support business goals and driving organizational growth. - Led High-Impact Production Projects
Led and managed several critical production-impacting projects, such as migrating software and users from Virtual Desktop Infrastructure (VDI) to local environments, ensuring minimal disruption and optimizing system performance. - Optimized IT Infrastructure for Scalability and Reliability
Overhauled and optimized IT infrastructure to ensure scalability, reliability, and cost efficiency, positioning the company for long-term success and minimizing downtime during growth periods.
Certification
- HEART Youth Program - NCTVET Computer Engineering Lvl 2
- HEART Youth Program - NCTVET Electrical Installation Lvl 2
- CompTIA IT Fundamentals+ Certificate - Computing Technology Industry Association (CompTIA).
- CompTIA A+ Certification - Computing Technology Industry Association (CompTIA).
- CompTIA Server+ Certification - Computing Technology Industry Association (CompTIA) - (Pending Completion)
- Udemy - Introduction to Windows Powershell 5.1
- Udemy - Batch Scripting
Languages
English
Proficient
C2
Additional Information
Andre Townsend
Senior IT Field Support
IBEX Global
(876)-467-3367 / (876)-395-4240
Dayne Murdock
Assistant IT Manager
IBEX Global
(876)-553-1436
Timeline
IT Field Support Technician
IBEX Global
01.2022 - Current
Customer Service
Ibex Global
02.2021 - 01.2022
Data Analyst
WB Inspection Solutions
03.2020 - 12.2020
Tech Support
Alorica
09.2018 - 03.2019
Certificate - Electrical Installation Level 2
HEART National Youth Program
Certificate - Computer Engineering Level 2
HEART National Youth Program
High School - Information Technology
Jose Marti Technical High School
Similar Profiles
Francisco Perez LoboFrancisco Perez Lobo
Customer Service Advisor at IBEX GlobalCustomer Service Advisor at IBEX Global
Herlin CuestaHerlin Cuesta
Insurance Agent at IBEX GlobalInsurance Agent at IBEX Global
Latticia MassieLatticia Massie
Customer Service Representative at Ibex GlobalCustomer Service Representative at Ibex Global
Xavier ReidXavier Reid
Customer Service Representative at Ibex GlobalCustomer Service Representative at Ibex Global
Kemoy CorchoKemoy Corcho
Homeroom Teacher at Liwa International School QattaraHomeroom Teacher at Liwa International School Qattara