Christi Brown

Christibrown252@gmail.com
310-796-6669

EXPERIENCE
February 2011 - Current
Vaco Technology Services

Service Desk Administrator (Supervisory/Management Role)

> Autonomously manage IT service for 4,000+ on-site at clients locations.
> Supervise day to day operations of IT staff and all customer and team administrative issues and requests such as
scheduling, training, mentoring, and performance evaluations
> Create and manage escalation procedures for clients senior level management
> Ensure Service Level Agreements (SLA) are maintained or exceeded by multiple client departments.
> Serve as liaison with clients technology department leadership.
> Serve as clients escalation point for Service Desk operations and SLA failures.
> Identify IT staff training needs and develop innovative training materials and methods.
> Create and maintain 400+ Knowledge Base (KB) and Standard Operating Procedure (SOP) documents.
> Conduct weekly, monthly, and quarterly client meetings with senior level management to present ticket trends, ticket
aging statistics, team productivity, and SLA results.
> Create reports and analyzed IT trends using ServiceNow to document possible future scenarios and foresee problems
during high impact seasons
> Consult Information Technology Infrastructure Library (ITIL) best practices for desktop, service desk, and network
administration support utilizing continuous improvement model

November 2010 February 2011

Ava Consulting (Contracted to Dell Computer Corp)

Sr. Lead Deskside Support

> Led a project team to install new equipment and new electronic health record (HER) software for 9 doctors offices and 2
hospitals ahead of schedule.
> Provided technical support through completion of new HER software launch.
> Procured and installed new computers, printers and scanning equipment at doctors offices and trained their medical
staff.
> Provided general technical support to the hospitals for existing software and hardware.
> Trained in HIPAA guidelines to protect privacy of patient medical records.

October 2009 September 2010

Printers Plus

General Manager
> Managed and coordinated the company workflow including procuring supplies and equipment, managing service
vendors, managing and scheduling staff, and scheduling customer order deadlines.
> Developed guidelines for the operation of day to day functions.
> Assisted in the changeover of new ownership in company.
> Implemented new computer technology and systems, and trained all employees on how to use them.
> Set up and managed Microsoft Exchange server.
> Designed system for tracking customer orders and improving quality and customer service.
> Created Active Directory domain for company and implemented new network system, including new switches and
wireless systems.

August 2009 December 2011

Independent

Network and Desktop Support Contractor

> Worked with companies such as AT&T, Dell, HP, and Xerox to provide support of network equipment and computer
systems to business clients and consumers.
> Provided on-call support to corporations for printer and server maintenance.
> Provided support for business moves and relocation of computer systems and networks.

January 2007 July 2009

Mars Information Services

Sr. Regional Deskside Support

> Serviced 20+ facilities and 1,500+ associates by providing helpdesk support for all sites and working with infrastructure
team to provide solutions as the company grew and changed strategies.
> Supported dual domain environment using Active Directory and Novell.
> Assisted in the acquisition of three companies and the changeover of the computer networks to the company standard.
> Led project to provide systems training for all associates during the transition.
> Assisted in transition projects for migration between Lotus Notes and Exchange, migration from Windows 2000 to XP,
and data center move to another location.
> Led projects to improve ticketing system, on-boarding and off-boarding processes for associates and contractors.
> Led projects on creating a backup solution for 80+ home-based and remote sales associates.
> Led in projects to improve quality and support to our customers.

August 2006 January 2007

Trane / American Standard Corporation

Service Desk Support (Contractor)

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> Supported Web based software for Trane and American Standard dealers in the U.S. and Canada.
> Tested new patches and deployments to the site.
> Assisted in training dealers and distributors on the functions and use of applications.

September 2005 August 2006

First Consulting Group

Service Desk Support

> Supported employees and contractors in various helpdesk and IT functions.
> Utilized Remedy to document both helpdesk and change control tickets.
> Performed Active Directory, Exchange, and SharePoint account creations.
> Configured and provided support for Blackberrys.
> Provided backup desk-side support as needed.

November 2003 September 2005

Dell Computer Corporation

Tier 3 Support Tech

> Provided technical support for highest escalation point within the corporation (Michael Dells office).
> Troubleshoot Dell desktop and portable lines of systems, including Dell accessories.
> Among helpdesk requests, handled escalation issues.
> Provided software support for applications like Antivirus software and MS Office.

EDUCATION
2003-2006
B.S. in Information Technology
American Intercontinental University

CERTIFICATIONS
A+ Certification
Network+
Microsoft Certified Technology Specialist (Windows 7)

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