End User Customer Service

BRYAN HEK

**** ********* **, ********, ** ***** · 443-***-****

********@*******.*** · https://www.linkedin.com/in/bryan-hek-a50a8313

CAREER OBJECTIVE

Dependable and highly motivated IT Specialist with over 10 years of experience in maintaining IT systems and providing comprehensive customer support. Demonstrated success in automating processes, managing teams, and optimizing IT operations. Seeking an IT Support Lead position to leverage expertise in system management, technical troubleshooting, and process optimization.

PROFESSIONAL EXPERIENCE

Analyst Tech Support Fanatics October 2023 – Present

Manageable network connectivity problems and understand TCP/IP protocols, DNS, and higher levels of support know specific technical issues in details.

Manage and understanding of Active Directory administrative tasks.

Manage end-user with strong dedication to quality customer service

Good analytical skills in attention to detail and consistent follow-through to assure problems are resolved and ability to respond to last minute requests.

Responsible for all aspects of end-user PC provisioning including setup of hardware, software, and peripherals. Diagnoses and resolves end-user network, VPN, WI-FI and local-area network access problems, WAN. Assists in crafting and maintaining documentation for self-service end-user support knowledge base.

IT LEAD SUPPORT EHE SERVICES June 2023 - July 2023

Managed Windows servers and end-users, ensuring alignment with the organization's strategic goals.

Setup VPN for end-user with company polices who need access to company files while working remotely.

Designed strategies for system development projects, maintaining meticulous attention to detail.

Provided exceptional customer service, engaging with clients to define system requirements and scope.

Effectively communicated assignments and project details to the team, fostering a collaborative environment.

IT ASSOCIATE CONSULTANT ITC INFOTECH (Remote)

Nov 2021 - Feb 2022

Provided technical support for Azure authenticated users and Office 365, resolving IT issues promptly.

Managed mobile device support, contributing to efficient IT issue resolution and customer satisfaction.

Diagnosed and resolved technical challenges by proficiently identifying and rectifying technological issues, swiftly ensuring the seamless continuity of our business operations.

Implemented cutting-edge technology by installing a wide range of new technologies for the organization, including computer operating systems, software applications, desktops, and computer hardware, while leveraging a proactive approach.

Executed routine equipment maintenance by performing regular upkeep for phone systems, computer systems, printers, network infrastructure, and other technical devices, guaranteeing their optimal functionality.

Managed user accounts and access by skillfully administering new user accounts, work email addresses, and access permissions for incoming employees, and facilitating their efficient work processes.

Ensured data security and backup by proactively backing up our computers, safeguarding all essential files in the event of system failures, providing critical data protection.

Conducted comprehensive security audits by running thorough security assessments on all our systems, ensuring comprehensive protection against cybersecurity threats

IT SPECIALIST CONSULTANT ROSH ICT Sep 2012 - Dec 2015

Conduct meetings with prospective clients to understand and analyses their specific technology needs.

Engage with clients to define the scope and objectives of IT projects, ensuring alignment with business goals.

Develop comprehensive project plans, outlining timelines, resource requirements, and project milestones.

Gain a thorough understanding of organizational practices, industry trends, and technological advancements to tailor solutions.

Travel to client sites as necessary to facilitate project initiation, assessment, and implementation.

Define precise software, hardware, and network requirements based on client needs and industry standards.

Identify and proactively resolve project issues that may arise, ensuring smooth project progress.

Prepare detailed and accurate project status reports for internal and client review.

Proficiently managed Active Directory, network systems by creating users’ profile and policy for company management systems.

Managing Cisco routers and also installation of VMware desktop devices.

Installed Windows servers, workstation via SCCM system, hardware, and third-party software, while managing business networks.

TECHNICAL ADMINISTRATOR SURINAM AIRWAYS May 2009 - Sep 2012

Managed safety department database and performed system backup updates.

Downloaded/uploaded safety flight data, significantly reducing external provider costs and wait times.

Collaborated with management to maintain and configure software and systems for media review, both on and off-lot.

Optimized database designs to meet defined SLAs, maximize reuse of existing structures, and minimize operational costs.

Offered technical support for development and production environments, including 24/7 on-call support as needed.

Ensured the proper testing and implementation of all database and environmental changes to prevent any impact on existing systems and clients.

Provided technical solutions assistance to technicians, assisting them in resolving complex technical issues.

Coordinated video system installations, working closely with installation, maintenance, and support teams.

Oversaw the setup and usage of video assessment systems in an effective manner.

Performed monitoring and control of complex security systems, ensuring their reliability and functionality.

IT JUNIOR SUPPORT ADMINISTRATOR SURINAM AIRWAYS May 2002 - May 2009

Ensured continuous network and server monitoring and maintenance.

Enhanced hardware and software configurations to align with company goals.

Implemented stringent security protocols to safeguard against potential threats.

Managed user accounts and enforce access control measures.

Conducted diagnostic tests and execute debugging procedures to optimize system performance.

Documented processes and establish effective data backup and archiving protocols.

Developed robust data retrieval and recovery strategies.

Designed and implemented efficient end-user feedback and error reporting systems.

Provided guidance, supervision, and mentorship to the IT department.

Stay updated on IT administration advancements and industry best practices.

MAY 2021

BACHELOR OF SCIENCE, COMPUTER NETWORK AND CYBERSECURITY, University of MD Global Campus, Adelphi, MD

MAY 2018

ASSOCIATE DEGREE, INFORMATION ASSURANCE AND CYBERSECURITY, Harford Community College, Bel Air, MD

TECHNICAL SKILLS

EDUCATION:

Operating Systems

W95/98, XP, W2000, Win7,8,10,11; Windows Servers 2000, 2003, 2008, 2012, 2016

Languages

Dutch, English

Databases

IBM and Windows File Servers

Tools/Packages

McAfee System Management, Redcap software application

OTHER SKILLS:

Domain Skills

DNS, LAN, Active Directory, TCP/IP, Operating Systems, Microsoft Windows Server

Functional Skills

Network administrator, System Administration

Process Skills

Network Installation, Network Firewalls, WAN, VoIP, PowerShell, DHCP, Cisco routers, VPN

Management Skills

Microsoft Exchange, Server Management, Network Managing, Remote access software.

Soft Skills

Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook

TRAININGS AND CERTIFICATIONS

Course

Completion Date

Ethical Hacking: Sniffers

April 2022

Learning Cloud Computing: Cloud Security

Nov 2021

Microsoft Azure Security Technologies (AZ-500) Cert Prep: 1 Manage Identity and Access (2020)

Prep: 2 Implement Platform Protection (2020)

Prep: 3 Manage Security Operations (2020)

Prep: 4 Policy and Data Infrastructure

Oct - Nov 2021

Microsoft Cloud Fundamentals: SharePoint Online, OneDrive, and Teams

Nov 2021

Cisco Network Security: Core Security Concepts

Oct 2021

Office 365 New Features

Oct 2021

Learning Cloud Computing: Serverless Computing

Sept 2021

Windows Server 2016: Installation and Configuration

Sept 2021

Windows Server 2016: Manage, Monitor, and Maintain Servers

Sept 2021

Cisco Network Security: Secure Routing and Switching

Sept 2021

MCSE1: Windows Server 2003

2011

MCSA1: Messaging on Windows Server 2003

2011

MCP: Microsoft Certified Professional

2010

CompTIA A+

2022

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