Lance Brown
Chicago,IL
Summary
Motivated and technically skilled IT and cybersecurity professional with 10+ years of experience in technical support, help desk operations, security operations, and customer service. Currently serving as a Business Tech 1 at Comcast (Naperville, IL) with hands-on experience in troubleshooting networks, supporting enterprise customers, and resolving complex technical issues. Equipped with CompTIA A+ training and actively transitioning into cybersecurity. Strong communicator with excellent problem-solving skills and a proven ability to learn and adapt in fast-paced technical environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Business Tech 1zaed
Comcast
09.2022 - Current
- Provide technical support to residential and small business customers, resolving issues involving internet, networking, VoIP, and cable systems.
- Troubleshoot connectivity issues and escalate complex problems to advanced support when necessary.
- Educate customers on security best practices for Wi-Fi, passwords, and device protection.
- Maintain accurate records of technical interactions using internal ticketing systems.
- Collaborate with field technicians to resolve escalated issues and improve customer satisfaction.
Security Officer
Proviso West High School
04.2013 - 09.2022
- Monitor and maintain the safety of a 2,000+ student population.
- Enforce school policies related to attendance, safety, and discipline.
- Operate and train staff on surveillance systems, radios, and communication devices.
- Document incidents and coordinate with administration and law enforcement as needed.
Call Center Agent
TCF National Bank
03.2012 - 04.2013
- Delivered consistent high-quality customer service to hundreds of daily callers.
- Met performance goals in call time, accuracy, and satisfaction.
- Increased sales by 10% by recommending appropriate banking products.
IT Support Specialist
JCPenney
07.2011 - 03.2012
- Resolved Tier 1 technical issues for internal employees.
- Assigned user permissions and set up hardware for new hires.
- Created and managed help desk tickets to track issue resolution.
Education
Some College - Business Communications
Wilbur Wright College
Chicago, IL01.2003
Some College - Computer Science & Programming
University of Alabama At Huntsville
Tuscaloosa, AL01.2002
Skills
- Technical Support & Troubleshooting
- Network Diagnostics (WAN/LAN)
- Security Monitoring & Incident Reporting
- Help Desk & Ticketing Systems
- Customer Service Excellent
- Data Entry & Documentation
- User Training & Communication
- Access control
- Risk management
- Network monitoring
- Application security
Certification
CompTIA A+ Training — 2022-07
Objective (Optional)
Seeking an entry-level role in cybersecurity, IT support, SOC operations, or network security where I can grow and apply my technical skills while contributing to a secure and efficient technology environment.
Timeline
Business Tech 1zaed
Comcast
09.2022 - Current
Security Officer
Proviso West High School
04.2013 - 09.2022
Call Center Agent
TCF National Bank
03.2012 - 04.2013
IT Support Specialist
JCPenney
07.2011 - 03.2012
Some College - Business Communications
Wilbur Wright College
Some College - Computer Science & Programming
University of Alabama At Huntsville