Christian Brooks

• Managed and repaired laptops, desktops, servers, Chromebooks, and networking equipment across five school districts. • Maintained and updated software to ensure optimal performance and security. • Collaborated with educational staff to troubleshoot and resolve technical issues, enhancing the learning environment. • Contributed to a 20% reduction in downtime through proactive maintenance and efficient problem-solving.

• Provided support for ADM systems and users in office, lab, and production environments, utilizing skills and knowledge to resolve complex issues. Maintained positive relationships with users. Job Responsibilities: • Handled problem requests and work orders. • Supported application-specific problems. • Performed troubleshooting on various problems, effectively utilizing available resources for resolution. • Performed maintenance and troubleshooting on problems in proprietary lab software and systems. • Fostered positive relationships with users to ensure support processes met customer needs. • Collaborated with various IT support groups, establishing good working relationships and working towards IT department goals. • Explained and enforced internal policy related to the group and user/customer base. • Worked with end users to ensure uninterrupted operation of lab instruments and associated computer equipment. • Utilized order and inventory applications for receiving, creating, closing work tickets, and trouble tickets. • Coordinated with campus sites and local departments for company end user moves. • Ordered and configured PCs and related IT equipment. • Assisted end users with technical issues and provided support. • Led special requests, projects, and high-level work order requests. • Managed and controlled large infrastructure projects, ensuring adherence to timelines and schedules. • Collaborated with third-party vendors on escalated issues.

• Provided Tier 1 and Tier 2 support on the factory floor, handling installation, updates, troubleshooting, and repairs of Windows 10 and Windows 7 machines. • Collaborated with headquarters to deploy new Dell computers. • Resolved various IT-related issues in a timely manner while maintaining SLA goals and ensuring high customer satisfaction. • Addressed issues related to Windows 10/7, Microsoft Office, Dell Break-Fix, Active Directory, etc. • Utilized tools such as SCCM, internal troubleshooting tools, event logs, regedit, task manager, and other diagnostic tools to diagnose hardware and software issues. • Conducted troubleshooting for possible virus and malware intrusions, quarantining viruses, and removing them. • Provided deskside software and hardware services and performed asset management. • Managed ServiceNow ticketing system and maintained comprehensive documentation. • Participated in PC and Dell certification, warranty repairs, ordering, and personnel training. • Delivered Tier 1 IT support for the Caterpillar Enterprise Service Center, resolving Windows-related issues, printer problems, networking issues, engineering applications, and email support. • Documented incidents and created documentation. • Provided on-site software and limited hardware deskside support for the Caterpillar Decatur Facility.

I have been instructed and had hands on experience with Cisco Routers and switches including working with Ospf and Eigrp Routing protocols. I have had a good grounding in Cisco Voip technologies and setting up a Voip network. I have had training in Microsoft windows, primarily in Xp, 7, 8, and 10. I have had some experience in SQL primarily working with Microsoft Access. I have been instructed in the basics of computer hardware. I have built multiple PC's I know how to subnet a network.