RYAN R LAING

*** ******** ****, *** **********, PA 15068

412-***-**** acrpux@r.postjobfree.com

PROFESSIONAL SUMMARY

Seasoned Systems Analyst with 9+ years of experience providing technical support to large healthcare and financial organizations. Highly proficient in troubleshooting, diagnosing, and resolving hardware and software issues onsite and remotely. Excellent interpersonal skills working with a wide variety of users and vendors.

PROFESSIONAL EXPERIENCE

Systems Analyst-Associate, UPMC, Enterprise Imaging Pittsburgh, PA 08/2010 – 08/2015

Reimaged PCs using the standard UPMC DDI build and configured them for clinical and non-clinical use.

Troubleshot, diagnosed, and resolved PC support issues including; Windows XP/Windows 7, Bitlocker Encryption, and Virus scanning.

Tested new Isite software/upgrades on in-house computer labs for clinical use.

Supported and maintained production applications; Isite, Imagecast, Power scribe 360, and Vital Core.

Escalated production issues to vendors and worked together for timely resolution.

Provided support for all Radiology applications after hours as part of a 24/7 on call rotation.

Assisted with onsite go live rollouts of new applications and major system upgrades.

Volunteered to provide additional support during planned downtime network events.

Managed individual projects and assignments.

Discovered resolutions to previously unknown issues.

Documented all resolution steps to department SharePoint to communicate to the team.

Completed continuous on-the-job training for new software use internally on the helpdesk or applications to be used in the reading rooms.

Acted as a mentor for new associates during orientation by providing training on system applications and software.

IT Help Desk Specialist, The Bank of New York Mellon, Freeport, PA 05/2006 – 05/2010

Installed, configured, and supported software, hardware and connectivity components of single-user Windows 2000/XP workstations.

Provided appropriate support for product use internationally to Mellon employees and clients.

Resolved and reported various desktop and infrastructure problems which utilized a problem/call management ticketing system.

Provided solutions to unique business applications and/or core application and operating systems.

Scheduled changes to keep downtime to a minimum.

Anticipated, recognized, and resolved various technical (hardware, software, application or operational) problems.

Student Consultant, Penn State Behrend Computer Center, Erie, PA 08/2002 – 05/2005

Assisted students to obtain connection to the local area network; installing network adapters and registering mac addresses.

Provided phone and in-lab support for students, faculty, and staff.

Presented educational seminars to undergraduate students on applications available in the computer lab.

Provided dial-up assistance to off-campus students and faculty.

EDUCATION AND CERTIFICATIONS

Microsoft Certified Desktop Support Technician (MCDST), RiverHead Training,Inc., Pittsburgh, PA 05/2006

Bachelor of Science, Management Information Systems, Pennsylvania State University, Erie, PA 05/2005

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