Technical Support Analyst

Brian Losee

*** **** *** *****•Provo, UT *****•801-***-****•******@*****.***

An experienced Technical Support Analyst with over 25 years’ experience in PC software and hardware technical support delivered over the phone, over remote computer connection, or onsite. Seeking a challenging technical position where I can put my skills to the test.

• Expert in using and administering Microsoft Windows Servers, client operating systems and applications including but not limited to Windows 10, Windows 11, and Microsoft Office Suite

• 25 years’ experience solving difficult client/server support issues remotely, and during onsite medical system installs.

• Designed and conducted one-on-one software training for Doctors and other medical professionals.

• Experience in Microsoft Visual Basic, Visual C/C++, HTML and ASP web programming.

Bachelor of Science, Technical Management

DeVry University, Sandy, UT Campus—2011-2013

Member of Dean’s List Spring & Summer 2011 and Spring & Summer 2012

Associate of Applied Science, Computer Science

Utah Valley State College, Orem, UT—1986-1990

• Emphases: Computer Science, programming emphasis

Professional •Microsoft Certified Systems Engineer (MCSE) and Microsoft Certified Professional + Internet (MCP+I)

Certifications •Microsoft ASP.NET Programming Certificate

•Cisco Systems Cisco Certified Network Associate (CCNA) in progress

•Novell Certified NetWare Administrator (CNA)

•Folio Views Certified Infobase Engineer (CIE)

Experience Entrata, Lehi Utah

IT Desktop Support Specialist

05/2018-05/2023

Resolved user software and hardware issues with Desktop and Laptop computers by servicing walk-in users as well as using an automated ticketing system.

Resolved remote users’ issues with VPNs, VOIP clients, applications and Windows operating system via remote access.

Reimaged Operating systems and applications onto Desktop and Laptop PCs using Microsoft reimaging software.

Created, disabled and reset user’s Network passwords and accounts using Microsoft Active Directory.

Configured, boxed up and shipped computers to remote call agents.

Provisioned cloud applications for user access via online admin tools.

Brian Losee • Résumé • Page 2

SolutionReach, Lehi Utah

Level 2 Technical Support Analyst

March 2017 to August 2017

Solved user problems with SolutionReach patient management software via phone and remote computer connection. Proactively monitored client software sites for issues, resolved issues, and communicated issue status to clients. Prepared technical problem reports & escalated to higher level support when necessary.

CSS Corporation, Draper Utah

Technical Support Analyst/Network Operating Center Analyst

April 2016 to November 2016

Resolved user questions via phone, email, chat and remote computer access in a help desk environment. Escalated more complex issues to higher level support when necessary.

Convergys, Orem Utah

DirecTV Sales Programming consultant

August 2015 to February 2016

Resolved DirecTV customer questions and resolved problems via phone. Educated customers on programming sales offers & implemented programming changes remotely.

InfusionSoft, Lehi Utah

Technical support Engineer

April 2015 to July 2015

Answered customer questions and resolved customer technical issues via phone and chat. Participated in ongoing technical training.

General Dynamics Information Technology, Sandy Utah

Team Supervisor

Peer Mentor

07/2014-03/2015

Tasked with verifying that work processes were completed correctly and completely. Monitored and scored CSR calls and met with CSRs each week to discuss opportunities for improvement. Created and tracked data & delivered disciplinary action for attendance, adherence and work performance.

Served as a resource by quickly and accurately answering voice and web chat CSR as well as supervisor questions about the Health Insurance Marketplace.

Brian Losee • Résumé • Page 3

• Ensured the readiness of new GDIT CSRs to resolve questions and enroll consumers in the marketplace by supervising their first days out of training as a nesting peer mentor.

• Answered consumers’ questions about the Marketplace and the Affordable Care Act via computer web chat and voice calls.

Accountix, Orem Utah

Software Tester

Technical Support Engineer

06/2014-06/2014

Recreated and reported problems and created solutions for user issues involving Professional Employer Organization (PEO) payroll software. Tested software fixes & had primary authority to pronounce a product ready to ship.

Key Research Solutions, Provo Utah

Telephone Interviewer

09/2012-06/2013

• Conducted polls across the country to document opinions of a political and market research nature.

Xerox Services, Sandy Utah

Temporary Customer Care Representative

09/2012-09/2012

Assisted victims of Hurricane Issac by creating automated applications for disaster relief and answering related questions.

Vivint Inc. Provo, Utah

Customer Service/Technical Support Engineer

07/2012-08/2012

• Answered and resolved inbound customer service and technical support calls involving Vivint home security systems.

MMC Group, Sandy Utah

Help Desk Engineer/Customer Service Agent

10/2010-3/2011

• Answered and resolved inbound technical support calls as an IBM subcontractor for the U.S. Forest Service. Also resolved customer service calls concerning EBT (Food Stamp and Cash Assistance aid) for several state governments.

Brian Losee • Résumé • Page 4

Unisys, Salt Lake City

Help Desk Engineer

6/2010-9/2010

• Resolved inbound technical calls from a major financial firm involving Microsoft Outlook E-Mail and Productivity Software and Cisco VOIP administration/troubleshooting utilizing TCP/IP networking protocols in a LAN/WAN environment. Also supported Blackberry phones and proprietary applications in a Tier 1 capacity.

Mozy, Inc, Pleasant Grove, UT

Temporary Technical Support Engineer

11/2008-11/2008

•Received and resolved customer calls, E-Mails and direct Chats involving technical issues with Mozy backup over Internet client software using various Internet connectivity troubleshooting techniques.

UCN Inc., Midvale Utah

Technical Support Engineer

05/01/2008-06/02/2008

•Received, tested and resolved subscriber calls involving technical issues with UCN hosted Software as a service telecommunications platform.

Novarad Inc, American Fork Utah

Technical Support Engineer/Field Installation Engineer/Manager

12/2002-02/2008

•Resolved software, hardware, TCP/IP networking in LAN and WAN environments, as well as Microsoft SQL Server 2000/2005 Database support issues with Novarad PACS server and workstation viewer software through extensive testing with all applicable hardware/software components including virtual machines. Worked extensively with wired/wireless routers and DSL/Cable modem routers.

•Served as onsite system installation specialist/manager building and configuring Novarad Servers and workstations, Novarad PACS Server and workstation software, SQL and Server edition Anti-Virus components then integrating NovaPACS system into the customer’s hospital’s existing Local Area Network & testing installation to verify functionality. Assisted local hospital’s IT staff in configuring their routers, firewalls and switches to function properly with the new PACS system.

•Trained Radiology Doctors and other hospital personnel one-on-one in the use of NovaPACS

•Tested, recreated, edited and submitted software trouble reports to Novarad Engineering and higher Tier Novarad Support when software issues had to be escalated.

•Remotely Administered SQL, Proprietary Novarad Software and Windows 2000 and 2003 Servers and Windows XP workstations with various remote connectivity products.

CONTINUED…

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