Brian Lee
Systems Support Engineer 1
Alexandria,US
Summary
Initiative-taking Information technology professional with over 4 years of experience encompassing Desktop support and System Administration in diverse business environments.
Overview
6
6
years of professional experience
Work History
Systems Support Engineer 1
Massachusetts Institute Of Technology Lincoln Lab
Chantilly , VA
01.2023 - Current
- Managed email administration with basic level of user management, including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues.
- Maintained standards and documentation on ongoing basis as products and technologies evolved.
- Accepted customer calls, alerts, and escalations from Level 1 operations team within specified time frames.
- Followed troubleshooting Standards Operating Procedures (SOP's).
- Acted as point of contact for customer incidents reported by telephone, email, and remote monitoring tools, ensuring all processes and agreed-upon standards were followed. This included performing system analysis techniques to consult with end-users and determine hardware and software system functional specifications.
- Consistently met/exceeded customer account needs and identified opportunities to enhance delivery of company service and support goals.
- Engaged in IT certification programs to develop subject matter expertise.
- Worked independently with focused direction while adding value and contributing to overall team performance.
- Maintained accuracy of all reports/audits and client documentation based on Red River and customer-defined system specifications. Ensured log entries in ticketing system were accurate, concise, and timely to meet SLAs (service-level agreement).
- Maintained case ownership and kept customers informed of progress on their issues by contacting them periodically with updates.
- Exercised sound judgment when working outside defined practices and procedures, accurately closing incidents for known errors without need for functional escalation.
- Escalated potential areas for improvement to standard operating procedures (SOP's) to team leadership.
- Stayed current on new releases, updates, and changes to Customer Run Book content.
- Continually pursued ongoing training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers.
- Maintained clear understanding of the inter-dependencies that problem, change, and configuration management processes have on good incidents management practices.
- Acted as mentor to Level 1 Customer Service Representatives.
- Responsibilities aligned with managing the area of your team tier alignment.
- Provided after-hours on-call support as required.
- Coordinated efforts with staff associates and subject matter experts to resolve problems; logged and tracked requests for assistance related to the application as the primary user contact.
- Other business duties as assigned.
Premier Support Engineer
Tek-experts
Upper Marlboro, Maryland
12.2021 - 06.2022
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Manged queue of over 50 Critical/VIP users within Service level agreement.
- Patched software and installed new versions to eliminate security problems and protect data
- Performed root cause analysis and general troubleshooting
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs
- Monitored systems in operation and quickly troubleshot errors
- Connected to computer of client using Microsoft Teams in order to install programs and applications
Junior System Administrator
Atlas Technologies Inc
Alexandria, VA
04.2019 - 11.2019
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues
- Worked closely with infrastructure staff and departmental decision makers to identify, recommend, develop and implement cost-effective technology solutions
- Directed IT services, counseled executives and collaborated with senior management on strategic planning
- Controlled development of test areas, systems test data and testing methods prior to implementing new systems.
- Maintained efficient operation of 2 data center locations with over 20 devices,
Help Desk Specialist
SAIC
Washington, DC
11.2018 - 04.2019
- Provided support for network infrastructure and baseline configurations
- Prioritized and responded to all High/Critical and/or VIP-related incidents or service requests
- Triage and escalate to Shift Lead and/or Tier 2 Systems Teams, as needed
- Monitored Remedy Ticket queue (and Queue Monitor) and update tickets assigned on daily basis; document all incidents and service request tickets in ITSM tool (Remedy) to ensure customers are provided with latest status/update, progress, and resolution of their request
- Added/Changed account information in Active Directory, BlackBerry, and/or Citrix/XenMobile related systems; perform BlackBerry/XenMobile mobile device activation's and re-activation's
- Prioritized and responded to all High/Critical and/or VIP-related incidents or service requests and escalate to Shift Lead and/or Tier 2 Systems Teams, as needed
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Help Desk Analyst
ASM Research
Fairfax, VA
09.2017 - 08.2018
- Performed variety of intermediate user-problem analyses for help desk; assisted with monitoring network management systems and ensured prompt and appropriate response to customer requests and issues.
- Supported over 1 million soldiers and managed maintained training records/schools within (ATRRS) Army Training Requirements and Resources System.
- Collected screenshots and other data for use in troubleshooting, then acted as liaison between client and program developers.
- Performed initial problem analysis of multitude of applications and modules and triages to technical staff when appropriate. Built in-depth practical knowledge of software applications that our help desk supported.
- Coordinated efforts with staff associates and subject matter experts to resolve problems; logged and tracked requests for assistance related to application as primary user contact.
- Responsible for knowing when to escalate incident, resolves intermediate questions to problems associated with account administration, system navigation/functionality, access and FAQs.
- Compiled and regularly maintains log of Frequently Asked Questions (FAQ) originating with all categories of users. Provides and manages official answers to all FAQs and distributes same to all interested stakeholders.
- Contributed to preparation of procedure manuals and documentation for help desk use.
- Conducted periodic user satisfaction surveys and tracks user problem trends.
Makes recommendations for improvements to help desk and creates reports based on information provided from user surveys and trend analyses.. - Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Some College (No Degree) - Cybersecurity
New Horizons Computer Learning Center
McLean, VA 08.2022 - 11.2022
Bachelor of Science - Cloud Computing
Western Governor's University
10.2023 - Current
Skills
Parts Procurementundefined
Additional Information
- Security Clearance, Secret (2015-Present)
- CompTIA Security + CE (June 2023)
- Microsoft AZ-900 Azure Fundamentals (Nov 2023)
- US Army Veteran (2015-2017)
Timeline
Bachelor of Science - Cloud Computing
Western Governor's University
10.2023 - Current
Systems Support Engineer 1
Massachusetts Institute Of Technology Lincoln Lab
01.2023 - Current
Some College (No Degree) - Cybersecurity
New Horizons Computer Learning Center
08.2022 - 11.2022
Premier Support Engineer
Tek-experts
12.2021 - 06.2022
Junior System Administrator
Atlas Technologies Inc
04.2019 - 11.2019
Help Desk Specialist
SAIC
11.2018 - 04.2019
Help Desk Analyst
ASM Research
09.2017 - 08.2018
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