Rico Brown

West Allis Milwaukee WI, 53219 --www.linkedin.com/in/rico-brown-784ba2a4 Rico Brown Professional Summary Dynamic and results-oriented professional with a multifaceted background spanning computer systems analysis, help desk support, shipping and receiving, mental health, warehouse supervision, and extensive experience in customer service and call center operations. Recognized for adeptly managing complex tasks, troubleshooting technical issues, and consistently delivering exceptional service. Proficient in fostering positive working relationships across diverse settings, whether in-person or remote. Eager to leverage my diverse skill set and contribute to a dynamic and challenging environment. Data Migration ● Information Security ● Cost Analysis ● Disaster Recovery ● User Interface Design ● Data Warehousing ● Operating Systems ● IT Risk Management ● System Analysis ● Task Prioritization ● Machine Learning ● Effective Communication ● Software Testing EXPERIENCE Greater Milwaukee Foundation | Milwaukee, WI — Computer Systems Analyst/Help Desk December 2022 - PRESENT ● ● ● ● ● ● ● ● ● ● ● ● Managed ticketing systems for efficient issue resolution Conducted software performance testing and end-user training Supported and maintained corporate Active Directory for 80 users Proficient in Microsoft 365 Office, Exchange, and monitoring systems Coordinated software and hardware installations, ensuring seamless integration with existing systems, and provided post-implementation troubleshooting support. As a result of these efforts, downtime was minimized, operational efficiency increased by 50%, and client satisfaction ratings improved by 70%. Oversaw system assets and placed new orders to maintain optimal resource levels. Remote Work: Successfully adapted to remote work, ensuring seamless support for endusers. Enhanced functionality by installing new systems and updating existing platforms. Supported users with technical troubleshooting and software updates. Expanded and modified system to serve new purposes and improve workflow. Determined software and hardware requirements to meet stated business goals. Created documentation covering existing processes, feature requests and system reporting tools. ● Atlas Metal Parts | Waukesha, WI — Shipping and Receiving Clerk/Machine Operator January 2019 - December 2022 ● ● ● ● ● ● ● ● ● Staged merchandise by department, marked appropriately for placement in facility and delivered merchandise to different destinations. Customer Service: Provided excellent customer service in addressing shipment-related inquiries. Maintained accurate tracking system covering shipping and receiving transactions. Reconciled shipping invoices and receiving reports to verify count accuracy. Operated forklift, reach truck and scissor lift to unload trucks or move materials Collaborated with managers to help resolve issues with lost or damaged packages. Checked incoming freight against invoice and receiving reports. Resolved shortages and damages with excellent documentation and vendor relations. Maximized storage capacity, sorting and arranging items in warehouses. ● The Richardson School | Brookfield, WI —Mental Health Technician/ABA Technician June 2018 - January 2019 ● Provided personal care services, housekeeping, and meal assistance ● Assisted with medication/treatment and trained new staff ● Supported mental healthcare professionals in hospitals and private institutions. ● Followed treatment plan for best results when using verbal and physical behavior management interventions. ● Protected patients by maintaining patient safety during and between scheduled activities. ● Met administrative and clinical documentation requirements in terms of both content and timeliness. ● Supported clients with direct services at home or in community and documented progress. ● Intervened in crisis situations as constant and reliable presence for stability. ● Assisted with activities of daily living to improve patient quality of life. ● ● ● Promoted client wellness and independence with close support and proactive skill building. Cared for patients with mental illnesses, developmental disabilities and emotional disturbance. Jc Penny | Milwaukee, WI — Call Center Representative June 2017 - June 2018 ● Handled incoming calls, addressing customer inquiries and resolving issues ● Provided exceptional customer service while meeting performance metrics ● Utilized effective communication skills to ensure customer satisfaction ● Adapted to fast-paced call center environments with a focus on problem-solving. ● Delivered accurate organizational information about products, services and procedures. ● Answered incoming calls, chat messages and email communications to handle product concerns. ● Met and exceeded assigned goals established by management. ● Displayed positive, professional and empathetic tone to deliver consistently superior service. ● Navigated multiple computer applications while conversing with customers. ● Resolved customer concerns, following internal database prompts and company scripts. ● Understood client needs and advised on relevant products, services or opportunities. ● Completed high volume of inbound and outbound calls within deadlines. ● Kept records of customer interactions or transactions, recording details of inquiries and actions taken. EDUCATION Shalom Milwaukee WI — High School Diploma Jan 2005- June 2007, Milwaukee WI MILWAUKEE AREA TECHNICAL COLLEGE — Information Systems Security Specialist AAS MONTH 2023 - MONTH 2025, Milwaukee WI AWARDS ● ● ● ● ● Dean’s List [Spring Summer Fall & 2023] Member of NSLS | The National Society of Leadership and Success Licenses & certifications CCNA: Switching, Routing, and Wireless Essentials This badge was issued to Rico Brown on January 19, 2024 CCNA: Introduction to Networks This badge was issued to Rico Brown on January 10, 2023