BARCARDIUS BRYANT

TECHNICAL SUPPORT ANALYST

CONTACT

EMAIL: ad1r6p@r.postjobfree.com

PHONE:

678-***-****

ADDRESS:

*** ****** **** ******* *********, GA, 30016

EDUCATION

LIBERTY UNIVERSITY

Lynchburg, VA

Completed coursework towards

Bachelor of Science (B.S.) Computer

Technologies (Jun 1995)

TOWERS HIGH SCHOOL

Decatur, GA

High School Diploma (Jun 1993)

ADDITIONAL SKILLS

Imaging of desktop and laptop computers Network configuration of computers and peripherals

VOIP connection on desktop phones

Level 2 technical support

Remoting into computer systems to assist users with daily computer issues

Deskside and Remote Technical

Support

CAREER OBJECTIVE

Results-oriented technical support professional with 20+ years of experience and a proven knowledge of laptop/desktop technology, basic first and second level daily technical support issues, imaging technology, and remote systems access. Aiming to leverage my skills to successfully fill the Technical Support role at your company.

EXPERIENCE

Remote Customer Support Rep

Insight Global/Gridpoint, Richmond, VA / September 2023 – November 2023

Tier 2 support team rep in remote call center setting.

Creating and responding to Cases/Tickets created and escalated to Tier 2 support

Answering incoming calls from HVAC technicians and onsite managers in local stores (Walgreen’s, Chipotle, Target, etc.) requesting assistance with connection of HVAC equipment settings and network connection for installation of equipment

Adjusting temperature settings for thermostats connected to the network at the store location due to power outages or equipment replacements.

Service Desk Representative - Remote

Insight Global/Cigna, Philadelphia, PA / June 2023 – July 2023

Working remotely in call-center settings, answering incoming calls from end users from the Cigna corporate office in Philadelphia with software and technical issues with computer system

Creating and resolving incident tickets as calls come in using ServiceNow application

Notating ServiceNow tickets with details of the current issue of the user in case escalation is needed

Password resets, installing software into system through Active Directory

Adding new software over the network to computers using SCCM application

Remoting into users computers through Bomgar application to assist

Assisting users with internet connection issues on systems

Level II Helpdesk Technician - Remote

Insight Global/HP Bank of America, Jacksonville, FL / Feb 2021 -

Oct 2022

•Answering escalated technical support issues sent from level 1 technical support reps

•Remotely assisting Bank of America HP computer users with system issues and installation of software escalated from level 1 techs

•Incident Management and Work Order management via Remedy software

•Adding software to computers using SCCM to dispatch over the network.

•VPN and Network connection restoration remotely

•Contacting users via email, phone, outlook instant messenger

•Notating tickets and work order requests in Remedy ticketing system

•Walking users through opening software in system by remoting into system and sharing screens through DUO and MS Teams

•Dispatching software and applications over the network to newly setup computers using SCCM application

Technical Support Analyst

Lendmark Financial Services, Lawrenceville, GA / Apr 2016 -

Nov 2020

•Answer user inquiries regarding computer software or hardware operation to resolve problems. Basic password resets, installing software, network setup and troubleshooting

•Oversee the daily performance of computer systems.

•Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

•Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation

specifications. Setup of ip addresses on company network.

•Maintain records of daily data communication transactions through ticketing system (Service Now) for problems and remedial actions taken, or installation activities.

•Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

•Refer major hardware or software problems or defective products to vendors or technicians for service.

•Confer with staff, users, and management to establish requirements for new systems or modifications.

•Remote and desk side support of company users daily. Technical Support

HCL America/Crawford & Company, Atlanta, GA / Jan 2010 -

Apr 2016

•Imaging Computers and Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

•Sending software over the network to newly imaged computers using SCCM application

•Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

•Oversee the daily performance of computer systems.

•Network connection assistance to users on site and remote

Call-Center Technical Support

Rollins Inc, Atlanta, GA / Jan 2006 - Nov 2009

•Answer user inquiries regarding computer software or hardware operation to resolve problems.

•Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

•Taking customer service calls via call-center environment from internal users with computer issues as well as company software issues

REFERENCES

References ava ilable upon request

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Contact this candidate