Ryan Bell

Anaheim, CA 714-***-**** ad493n@r.postjobfree.com

Professional statement

As a concept driven professional, I quickly learn business and operational models. Coupled with excellent interpersonal communication skills, I have interacted with all levels of internal and external customers from C level executives and IT directors to front-line end users and break down highly technical terms and concepts so that each can understand at their level.

Skills and Software

Implementation Mgmt

Project Mgmt

Network Mgmt

PC Support

SQL server administration

Crystal Reports

CRM

ERP

MS Office & O365

Active Directory

Attask

SalesForce

MS Dynamics AX

MS Publisher

Dreamweaver

Flash

Photoshop

Logmein

Bomgar

ShowmyPC

Sonicwall administration

PCI-DSS

HIPPA

Desktop Support

End User Support

Toubleshooting

Teamviewer

Intune

Cisco Connect Anywhere

Palo Alto GlobalConnect

ServiceNow

Zscaler

Connectwis

Certifications

Six Sigma- White Belt

Experience

OHLA USA, Inc Apr 2023 – Jan2024

Helpdesk Analyst (Contract)

Provided in person and remote support to local and regional offices as well as remote users, including Executive support.

Image and deploy replacement computers. Install, configure, and support software.

Setup and support AV equipment in conference rooms. Support the setup and breakdown of remote project offices.

Created, configured, and managed user accounts as well as security roles and groups.

Mobile Device Management via Itune.

Link Logistics Real Estate June 2021–Jan 2023

Help Desk Analyst II (Contract)

Provide in person and remote support to local and regional offices as well as remote users, including Executive support.

Image and deploy replacement computers. Install, configure, and support software.

Setup and support AV equipment in conference rooms. Serve as the local point of contact for vendors.

Review, update/edit, and write SoP documentation.

Configure, deploy, and support VoiP phones. Maintain hardware inventory.

Custom Building Products Nov 2020 – May 2021

Help Desk Analyst (Contract)

Provided in-person and remote end-user support for over 3000+ users. Provide Executive/VIP support.

Imaged and deployed Windows 10 computers. Asset management. Perform PC moves.

Created, modified, and maintained user accounts in Active Directory, as well as security groups.

Ticket management using ServiceNow. O365 management. Documentation review and revision.

Hyundai Motor Group Sep 2020 – Nov 2020

Help Desk Analyst II (Contract)

Imaged and deployed replacement computers and laptops with Windows 10. Reclaimed inventory.

Updated asset management system. Provided in-person and remote end user support for over 1000+ users including executive support.

St Jude’s Medical Center Feb 2020 – Jul 2020

Help Desk Analyst II (Contract)

Imaged and deployed 100’s of replacement computers, laptops and thin clients with Windows 10 equivalent machines.

Performed PC moves. Provided in person desktop & End User support for 1000+ users.

Silverado Hospice Nov 2019 –Feb 2020

Help Desk Analyst II (Contract)

Created, modified, and maintained user accounts in Active Directory, as well as security groups.

Created and managed Outlook user accounts & distribution groups. Archived outlook profiles.

Provided remote and in- person desktop and end-user support. Imaged and deployed workstations for new users.

Mobile device and pc troubleshooting. End-user support for 400+ local and remote users.

Helpdesk Ticketing using ServiceNow.

Monarch Healthcare July 2019 – Nov 2019

Sr Clinical IT Support Analyst (Contract)

Imaged and deployed over 200 thin clients, 100+ laptops and desktop computers as part of a Windows 10 deployment project for over a dozen sites.

Provided desktop and end-user support for hundreds of users both remotely and in person.

Also provided support for Verifone credit card payment terminal, VX 520, and Cisco VOIP telephones.

Clinical end user support for 300+ users. Helpdesk Ticketing using ServiceNow.

Westnet Inc May 2018 – Feb 2019

IT Support Analyst (Contract)

Provided Desktop Support, imaged/provisioned computers, built and configured Windows & SQL servers, and administered Active Directory as needed.

Performed Customer system updates. Ran a test lab where I provisioned and tested customer systems before they were shipped to the customer for installation. Created database reports via Active reports.

Programmed proprietary electronics and hardware. Provided second level application support for propriety software. Migrated Win10 upgrade to all computers in the office.

In-office end-user support. Helpdesk ticketing using MS Dynamics.

Quest Software Nov 2017 – Feb 2018

PSO Operations Support Analyst (Contract)

Provided data entry of sub-contractor invoice information into the Accounts Payable & the Professional

Services Organization systems and databases.

Designed automation process/script to extract invoice data from emailed PDF documents and import that data directly into the PSO & AP databases.

UC Irvine Medical Center Sep 2017 – Nov 2017

Support Analyst (Contract)

Performed User Acceptance Testing for Epic EHR go-live

Provided desktop support for general users.

Assisted in other various projects and assignments including IT inventory auditing, the setting up, taking down and moving of computer workstation equipment.

End-user support for 1000+ users. Help desk ticketing using ServiceNow.

Innovative Control Systems, Inc May 2015 – Sep 2017

Technical Support

Troubleshoot and resolve customer problems with computerized electronic control systems and integrated proprietary software remotely via telephone, email, and remote access tools.

Troubleshoot peripheral devices such as bill dispensers, bill acceptors, coin acceptors, printers, barcode scanners.

Troubleshoot and administer remote computer systems including, but not limited to software installations, updates and OS upgrades.

Train new customers. Create software and process documentation.

Answer PCI compliance questions and concerns.

Remotely support and configure Windows computers in addition to Windows based networks.

Perform break-fix validation. Helpdesk ticketing.

Comcash Commercial Cash Register Corp August 2012 – May 2015

Application Support

Troubleshoot and resolve problems with proprietary SQL based Point of Sale software remotely via telephone and remote access tools. Documented calls in CRM.

Train new customers and users in the set-up, configuration and use of Point-of-Sale system.

Developed and documented new troubleshooting, support processes and techniques for existing and new products.

Desktop support. Assist in migrating client SQL servers from one computer to another.

Install and configure non-standard SQL servers.

Documented and report program errors as well as enhancement suggestions and requests.

Gather requirements and perform business process analysis for custom projects.

Perform regression testing. Create testing plans for new functionality. QA testing of new functionality, products, and bug fixes.

Gather and document requirements for enhancement suggestions and customer sponsored customizations. Perform validation testing of changes and record user acceptance and feedback.

Aerotek Staffing January 2012 – March 2012

Business Process Analyst (Contract)

Interviewed Subject Matter Experts to analyze existing business processes and then document process as a flowchart using Visio.

OpenPro August 2011 – December 2011

Project Manager/Business Analyst

Designed and implemented the organizational structure of a joint venture for a back-office services outsourcing company.

Document the business process for the outsourcing business.

Train new hires how to use CRM, and the role of ERP in the back-office outsourcing business model.

General technical support of ERP via email and telephone originated support requests.

Implementation management- Managed the simultaneous implementation of ERP systems for multiple customers.

Bid analysis & proposals. Sales requirements gathering, quoting, closing.

Comcash Commercial Cash Register Corp April 2007 – June 2008

Application Support

Troubleshoot and resolved problems with proprietary SQL based Point of Sale software remotely via telephone and remote access tools.

Trained new customers and users in the set-up, configuration and use.

Developed and documented new troubleshooting, support processes and techniques for existing and new products

QA testing of new functionality & products. Helpdesk Ticketing. Desktop Support

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