Ayana Brown
College Park
Summary
Professional with solid experience in providing technical support and resolving IT issues. Adept at troubleshooting, network management, and software installation. Strong focus on team collaboration and achieving results, ensuring reliability and adaptability in dynamic environments. Skilled in customer service, communication, and problem-solving, bringing both technical expertise and proactive approach to every challenge.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Motor Transport Operator (88M)
United States Army Reserve
03.2016 - Current
- Operated military vehicles in diverse environments, ensuring mission readiness and safety compliance.
- Conducted preventative maintenance on transport equipment, enhancing reliability and operational efficiency.
- Implemented safety training programs, reducing incidents and promoting a culture of safety awareness among personnel.
- Led teams in executing complex transport operations during training exercises, enhancing overall mission success rates.
- Collaborated with other units during joint exercises, fostering teamwork and improving inter-unit communication.
Help Desk Production Support Analyst (Remote)
LTC Technology
04.2022 - 11.2025
- Provided technical support for production systems, ensuring minimal downtime and efficient operations.
- Analyzed system performance issues, implementing solutions to enhance operational efficiency.
- Collaborated with cross-functional teams to troubleshoot and resolve user-reported incidents promptly.
- Monitored production systems, identifying trends and recommending proactive maintenance strategies.
- Documented operational workflows, contributing to knowledge management and process improvement initiatives.
- Managed change requests efficiently to minimize disruptions to ongoing production processes while maintaining high-quality standards.
- Conferred with internal staff to deliver smooth functioning and minimal downtime of newly implemented systems and procedures.
- Assisted users with system navigation and application functionalities, enhancing user experience.
- Documented support interactions in ticketing system to track issues and resolutions effectively.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
Help Desk Support Specialist
MSM Technology
08.2019 - 04.2022
- Provided technical support for hardware and software issues, ensuring timely resolution and customer satisfaction.
- Diagnosed and troubleshot network connectivity problems using remote access tools.
- Collaborated with IT team to implement process improvements, reducing response times for service requests.
- Trained new staff on help desk procedures and software applications to enhance team efficiency.
- Installed, configured and maintained computer systems and network connections.
- Assisted users with system navigation and application functionalities, enhancing user experience.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
- Responded to inquiries by phone, email and walk-up requests.
- Walked user through series of steps to determine problem and implement likely solution.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Implemented remote support tools to assist clients effectively without on-site visits
Help Desk Technician
MWR
08.2017 - 07.2019
- Provided technical support via phone, email, and in-person, ensuring timely issue resolution.
- Diagnosed and resolved hardware and software issues for end-users, enhancing system functionality.
- Streamlined ticketing processes by implementing new tracking software for improved efficiency.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Education
Bachelor of Science - Computer And Information Sciences
Troy University
Troy, Alabama, ALHigh School Diploma -
DALEVILLE HIGH SCHOOL
Daleville, AL05-2014
Skills
- Remote support
- Security certification
- Customer service
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Effective communication
- Remote technical support
- Help desk support
- Troubleshooting network issues
- Software installation
- Security protocols
- Technical troubleshooting
- Customer service expert
- Ticketing systems
- Technical support
- Service ticket tracking
- Incoming call management
Certification
COMPTIA SECURITY+
Languages
English
Timeline
Help Desk Production Support Analyst (Remote)
LTC Technology
04.2022 - 11.2025
Help Desk Support Specialist
MSM Technology
08.2019 - 04.2022
Help Desk Technician
MWR
08.2017 - 07.2019
Motor Transport Operator (88M)
United States Army Reserve
03.2016 - Current
Bachelor of Science - Computer And Information Sciences
Troy University
High School Diploma -
DALEVILLE HIGH SCHOOL