Edward Briggs
Billings
Summary
Experienced with diagnosing and resolving hardware and software issues promptly and effectively. Utilizes advanced technical knowledge to ensure seamless operations and minimize downtime. Strong understanding of network configurations and cybersecurity protocols.
Diligent System Engineer with solid foundation in troubleshooting and resolving complex technical issues. Proven track record of enhancing system performance and providing exceptional user support. Demonstrated ability in network management and software installation.
IT professional with strong background in providing comprehensive technical support and innovative solutions. Known for effective collaboration and achieving desired results in dynamic environments. Reliable team player skilled in problem-solving and adapting to evolving technology needs.
Professional IT Support Engineer with robust background in providing technical assistance and resolving hardware and software issues. Skilled in network troubleshooting, system maintenance, and customer service, ensuring seamless IT operations. Strong focus on teamwork and adaptability, consistently meeting and exceeding performance targets. Reliable and flexible, aligning with evolving organizational needs and priorities.
Overview
18
18
years of professional experience
Work History
IT Support Engineer
Coca-Cola High Country
Billings, MT
12.2023 - Current
- Diagnosed and rectified hardware and software issues for end-users to optimize system performance.
- Resolved technical issues through direct support methods, ensuring swift restoration of services and continuity of operations.
- Streamlined support workflows through the implementation of comprehensive IT policies and procedures.
- Facilitated collaboration among cross-functional teams to identify and resolve recurring issues.
- Troubleshot and resolved hardware and software issues for end-users, enhancing system performance.
- Provided technical support via phone, email, and in-person to ensure minimal downtime.
- Implemented IT policies and procedures to streamline support workflows and improve efficiency.
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions.
- Mentored junior support staff, fostering skill development and improving team productivity.
- Conducted training sessions on new software applications, increasing user proficiency across departments.
- Evaluated emerging technologies for potential integration into existing systems to drive innovation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
Level 2 Network Support Technician
Spin (Skinny Labs)
Seattle, WA
11.2020 - 12.2024
- Resolve all tickets added to workflow that require assistance with Server Authentication, IOT, Application Access control, Multilevel server Authentication (MFA) or any other necessary support to insure day to day operations of operational Sites and Staff.
- Provided technical support for network infrastructure and connectivity issues.
- Diagnosed and resolved hardware and software problems to ensure optimal performance.
- Troubleshot hardware and software to determine and rectify network problems.
- Traveled to remote office locations to install nodes and implement client software rollouts.
Detention Officer DO1
Denton County Sheriff's Office
Denton, TX
01.2013 - 12.2015
- Oversaw inmate admission processes to maintain security and order. Managed commissary duties to ensure smooth operations. Maintained accurate records of inmate property. Controlled facility operations to enhance safety. Coordinated inmate transport preparations efficiently.
- Ensured operational integrity of security and emergency systems to maintain safety protocols and respond effectively to incidents.
- Monitored inmate conduct to maintain a secure environment and enforce adherence to facility policies.
- Conducted regular inspections of detention areas to maintain security and sanitation standards.
- Oversaw conflict resolution processes among inmates to maintain safety and order within the facility.
- Trained new officers on procedures, protocols, and emergency response techniques to enhance team performance.
- Responded swiftly to emergency situations with appropriate use of force when necessary to protect both inmates'' well-being and facility security.
- Processed inmates by taking photographs and fingerprints.
- Supervised inmate behavior to ensure safety and compliance with facility regulations.
- Collaborated with law enforcement and legal personnel to facilitate inmate processing and transport.
- Managed conflict resolution among inmates, de-escalating potentially volatile situations effectively.
Juvenile Corrections Officer Supervisor JCO 5
Texas Youth Commission
Roanoke, TX
01.2008 - 12.2013
- Responsibilities Included supervising subordinate Juvenile Corrections Officers (JCO 1-4) to ensure safety, personal conduct policies and procedures, as well as the care and rehabilitation of the youth offenders were accurately and effectively conducted. Additional responsibilities Included ensuring the safety and security of the facility and grounds, and proficiency in developing and implementing stressful and hazardous situations. Supervisory responsibilities of other JCO subordinates Included Implementing and demonstrating effective communication strategies, as well as modeling and maintaining necessary professional behaviors with the Interdisciplinary team.
Education
No Degree - Cisco CCNA
Collin County Community College
McKinney, TX08-2013
Master of Engineering - Electrical Engineering
University of North Texas
Denton, TX06-2008
No Degree - Computer Hardware
Whatcom Community College
Bellingham, WA08-2000
Bachelor of Science - Computer Science
Western Washington University
Bellingham, WA07-1991
Skills
- Microsoft Windows Server
- Network Support
- Linux operating system expertise
- Data manipulation with SQL
- Linux command line proficiency
- Active Directory
- Network Administration
- Real-time network analysis
- VMWare
- Operating Systems
- System Administration
- Network Security
- Technical Support
- Microsoft Exchange
- Microsoft Entra ID
- Load Balancing
- Disaster Recovery
- WAN
- SCCM
Assessments
- Technical support – Proficient
- June 2021
- Performing software, hardware, and network operations
- Full results: Proficient
- Basic computer skills – Highly Proficient
- Performing basic computer operations and troubleshooting common problems
- Full results: Highly Proficient
- Work style: Reliability – Expert
- Tendency to be reliable, dependable, and act with Integrity at work
- Full results: Expert
- Indeed, Assessments provides skills tests that are not Indicative of a license or certification, or continued development in any professional field.
Additional Information
- Lexmark, HP and Dell printers, Dell laptops, Dell Power Edge Server/Storage, Blackberry, Treo, Cisco
- Switches, Juniper, Trident, SonicWALL and various other network security and systems building and electrical Installation.
- Proficient In programming languages; Microsoft Visual Basic Script, Java, C++, Command Line, Cisco IOS Commands
Timeline
IT Support Engineer
Coca-Cola High Country
12.2023 - Current
Level 2 Network Support Technician
Spin (Skinny Labs)
11.2020 - 12.2024
Detention Officer DO1
Denton County Sheriff's Office
01.2013 - 12.2015
Juvenile Corrections Officer Supervisor JCO 5
Texas Youth Commission
01.2008 - 12.2013
Master of Engineering - Electrical Engineering
University of North Texas
Bachelor of Science - Computer Science
Western Washington University
No Degree - Cisco CCNA
Collin County Community College
No Degree - Computer Hardware
Whatcom Community College