It Support Technical Analyst

JAMES OLIVER GRADY JR.

******@*******************.*** 440-***-**** 7715 Kaw Street Dallas, TX 75241

Analytical and solution-focused professional with over a decade of experience in delivering technical support and resolving end-user issues. Proven track record of installing, configuring, and maintaining software, hardware, and networks. Focused on efficiency and sustainability. Seeking to leverage broad technical background to benefit a company in a challenging position as part of their technical support team.

PROFESSIONAL EXPERIENCE

Securonix Addison, TX

Application Support Engineer 2021 - Present

Transform Big Data into actionable security intelligence using Securonix Snypr, a security analytics platform

Resolve customer issues, file bug tickets, escalate cases to engineering, all while providing necessary documentation to aid in resolving technical issues

Plan and modify product configuration to meet customer needs by capturing the requirements from the user and performing a feasibility analysis, brainstorming solutions and approaches with the product team

Provide Tier 2 level support through research intended to diagnose and resolve complex technical issues

Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround

Ensure system administration documentation is up to date for all systems

Proactively monitor client environments through verification of status, disk utilization and data processing

Work with internal and external organizations such as Development, QA and Operations teams

Prioritize and manage assigned support tickets while adhering to department service level agreements (JIRA ticketing system)

Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers

Ensure system administration documentation is up to date for all systems

Capital One Plano, TX

SailPoint Support Engineer/Team Lead 2017 - 2021

Created, reviewed, maintained and updated department documentation to best reflect current policies and procedures

Verified requirements for establishing roles associated with lines of business and troubleshot functionality issues

Worked with application owners/teams to analyze and refine requirements for application support and documentation for support staff (SAPs or Standard user Profiles)

Spearheaded projects by initiating measures to improve current processes and directed demand to proper channels/teams with reference to Application support and maintenance (Feed File POC’s, Application “Technical” Leads in case of failure)

Collaborated with HR for “threat-hunting”/Digital Forensics and provided recommendations to address malicious activities

Fielded over 50 Application onboarding and User Provisioning tickets on a weekly basis

Cahaba GBA. Birmingham, Al

Helpdesk/Work Station Technician 2014 - 2015

Applied diagnostics tools to aid in troubleshooting hardware and software issues

Escalated problems to other levels of support

Provided Microsoft Office support for the years 2003/2007/2010/2013

Acted as a liaison within the information technology team

Prepared and presented user tutorials and walk-throughs as part of user education and development

Installed software and hardware and maintained as necessary

Provided 24-hour remote support

Recorded, tracked, and documented helpdesk problem-solving process

Sterne Agee and Leach Birmingham, Al

Technical Analyst 2011 - 2013

Recommended and implemented new technical solutions and installed equipment, including voice and data equipment

Managed system and user administration for the entire organization deployment, administration, and support for corporate servers/desktops

Oversaw end-to-end support of a small but complex network located in multiple locations supporting local and remote users

Performed advanced troubleshooting, remediation, and installed appropriate upgrades, patches, drivers, etc.

Researched and identified appropriate software and hardware and made recommendations to management

Ensured license compliance and documentation

Installed voice and data equipment and maintained it as necessary

Provided Microsoft Office Support, including maintaining licenses and upgrades

Maintained all inventory of technological equipment by ordering equipment and asset tagging

Marvin’s Leeds, Al

IT Support 2007- 2010

Handled technical support cases and evaluated system potential through assessing compatibility of new programs with existing programs

Improved existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations

Installed, programmed and maintained all register equipment, including scanners and check & card readers

Maintained system functionality by testing computer components and troubleshoot desktop issues when necessary

Utilized Tiny-Term and remote desktop to solve issues related to users and servers

Escalated problems to other levels of support as backup for issues outside the scope of department

Installed and upgraded software, including antivirus software

Managed store’s technology assets and kept a running log of serial numbers and other identifying tags

Acquired equipment through procurement using purchase orders

EDUCATION & CERTIFICATIONS

Collin College Plano, TX

Bachelor’s Degree in Cyber Security Currently Enrolled

MTA 98-381: Introduction to Programming Using Python 2021

ITT Technical Institute Bessemer, AL

Associate Degree in Computer Science 2009

Contact this candidate