Font Support Analyst
Resume:
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<div class="" style="margin-bottom:2pt; margin-top:13pt; font-weight:500; font-size:18pt; margin-bottom:0pt; margin-top:0pt; ">ALEX BRYANT</div>
6303 CAPRIOLA DR,
AUSTIN, TX 78745-3715
<br>Phone: 512-***-****
<br>Email: *********@*****.***
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<h2 class="" style="padding-left:0pt; padding-right:0pt; font-family:Arial; font-weight:700; font-size:12pt; text-align:left; ">Employment History</h2>
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<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">06/2021 - 12/2022</td>
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<span class="" style Cloud Reliability Specialist</span>
</div>
<div class="" style span>Epicor Software</span>, Austin, TX</div>
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<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
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<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Epicor Software, Austin TX
Cloud Reliability Specialist, 06/2021-12/2022- Monitor all aspects of production applications and infrastructure on a real time basis. Assist in any production outages with the appropriate subject matter experts with extreme sense of urgency. Provide proactive monitoring data to all other cross functional teams and assisting in the interpretation of the data to resolve issues in the environment. Manage and complete ticketing requests sent to the teams. Provide regular status
reports on tasks accomplished, current issues and progress toward goals. Maintain up-to-date documentation of alerting
templates, operations and procedure manuals.</div>
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<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">05/2018 - 03/2020</td>
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<span class="" style Application Support Analyst</span>
</div>
<div class="" style span>Soals</span>, Austin, TX</div>
</td>
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<tr class="" style="padding-left:0pt; padding-right:0pt; ">
<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
<div class="" style="max-width: 125px !important; width:85pt; div>
<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Soals (NTT Data), Austin TX
Application Support Analyst, 5/2018 - 3/26/2020
Deliver Level 3 technical support to customers via telephone. Identify and resolve IT productivity and e-mail connectivity
issues. Assist with upgrade implementations, application support, and network infrastructure expansions. Follow
documented workflows to fix routine and newly reported problems. Provide guidance, coordinate training, and evaluate
performance of support staff.
Selected Contributions:
Delivered support for local area network (LAN) and remote virtual private network (VPN), remote desktop
protocol (RDP), and Citrix access
Set up and maintained Cisco Jabber profiles.
Worked with Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), and lightweight
directory access protocol (LDAP).</div>
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<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">07/2017 - 10/2017</td>
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<span class="" style Associate Network Engineer</span>
</div>
<div class="" style span>Spectrum</span>, Austin, TX</div>
</td>
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<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
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<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Spectrum, Austin, TX
Associate Network Engineer, 7/2017-10/2017
Delivered technical support to end-users via telephone, web, and e-mail for the division IT Help Desk. Monitored and maintained network health and identified and resolved issues with production systems.
Selected Contributions:
Monitored network performance and prepared statistical reports for real-time and historical measurements.
Provided a high degree of customer service, technical expertise, and time management.</div>
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<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">07/2016 - 07/2017</td>
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<span class="" style Application Support Analyst</span>
</div>
<div class="" style span>Periscope Holdings</span>, Austin, TX</div>
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<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
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<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Periscope Holdings, Austin, TX
Application Support Analyst, 7/2016 - 7/2017
Supported multiple functional, high-availability business applications and high-demanding business end-users.
Managed critical incidents and resolved complex issues.
Selected Contributions:
Worked closely with business partners to deliver in-depth Tier II troubleshooting, incident response, and change
management support.
Gained experience with Red Hat in installing, setting up, and maintaining systems and servers including custom
builds and applications on the network.
Also created and updated local user and group accounts with Red Hat as well as LDAP user and group accounts; and fixed the network file system (NFS), transmission control protocol (TCP), internet protocol (IP), and other
Linux issues.</div>
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<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">03/2012 - 06/2016</td>
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<div class="" style="font-weight:bold; font-family:Arial; font-weight:700; font-size:10pt; text-align:left; ">
<span class="" style Senior Service Desk Tech</span>
</div>
<div class="" style span>Insight Global</span>, Austin, TX</div>
</td>
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<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Insight Global, Austin, TX
Senior Service Desk Tech, 3/2012 - 6/2016
Administer and operate video conferencing systems and services. Maintain the video network platform and equipment
(TMS, MCU, VCS, VCSE). Provide technical direction and leadership to the support teams including root cause analysis and preventative analysis.
Selected Contributions:
Worked with operations and support teams to optimize processes, efficiency, and enhance end-user experience.
Trained six network engineers in using the video network platform.
Identified and resolved content issues with the video and technical configuration of Tandberg and Cisco
endpoints.
Conducted detailed root cause diagnosis of issues and managed them in the ticketing system.
Set up and disassembled equipment for video conferences between company offices and with external clients.
Developed and implemented support documentation for hardware and software packages as necessary.
Worked to support and improve the performance and productivity of the video network platform.
Regularly performed RMA product testing, quality checks, and prepared and submitted test reports.</div>
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<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">09/2011 - 01/2015</td>
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<span class="" style span>
</div>
<div class="" style span>Central Health South Austin</span>,, None Selected</div>
</td>
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<div class="" style="max-width: 125px !important; width:85pt; div>
<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Central Health South Austin locations South)9/11-15
Pc..scanners..printers..other equipment inventory.</div>
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<tr class="" style="margin-bottom:0pt; padding-left:2pt; padding-left:0pt; padding-right:0pt; font-family:Arial; font-weight:400; font-size:10pt; text-align:left; ">
<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">07/2011 - 12/2011</td>
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<span class="" style Support Engineer</span>
</div>
<div class="" style span>Cisco Systems</span>, Austin, TX</div>
</td>
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<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
<div class="" style="max-width: 125px !important; width:85pt; div>
<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Cisco Systems, Austin, TX
Support Engineer, 7/2011-12/2011
Managed local area network (LAN) and wide area network (WAN) configuration and resolved critical service and portal
product issues. Maintained internal and external networks including front end points and back end network. Received,
managed, and resolved customer and third-party issue tickets for network, database, and software applications.
Selected Contributions:
Helped develop new policies and standards for the LAN, WAN, and hardware and software disaster recovery.
Ensured high operational performance and efficiency by actively monitoring the network environment and establishing new network administration procedures.
Prepared technical manuals, instructions, and other documentation for personnel.
Researched and reviewed new network, hardware, and software technologies and offered recommendations.
Documented and updated all network outages, issues, and resolutions each day.
Utilized Cisco Call Manager and other tools to monitor and manage software.</div>
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<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">02/2010 - 06/2011</td>
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<div class="" style="font-weight:bold; font-family:Arial; font-weight:700; font-size:10pt; text-align:left; ">
<span class="" style Associate Systems Specialist</span>
</div>
<div class="" style span>Home Depot</span>, Austin, TX</div>
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<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
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<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Home Depot, Austin, TX
Associate Systems Specialist, 2/2010 - 6/2011
Delivered Tier I technical support to customers. Received customer issues and entered data in Remedy service desk
ticketing system. Escalated complex issues to Tier II support groups. Answered e-mail, online, and telephone inquiries for the Information Technology Helpdesk.
Selected Contributions:
Administered networks and systems including backups, updates, and new software installations. Also
maintained the virtual private network (VPN).
Actively monitored network to identify and troubleshoot network connectivity and production system issues.
Served as primary technical point of contact for all network outages and service disruptions.
Quickly diagnosed and resolved problems through remote access and detailed troubleshooting of networks and applications.
Delivered superior services to customers and end-users through professionalism, technical expertise, and efficiency.</div>
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<tr class="" style="margin-bottom:0pt; padding-left:2pt; padding-left:0pt; padding-right:0pt; font-family:Arial; font-weight:400; font-size:10pt; text-align:left; ">
<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">01/2010 - 01/2011</td>
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<div class="" style="font-weight:bold; font-family:Arial; font-weight:700; font-size:10pt; text-align:left; ">
<span class="" style Technician</span>
</div>
<div class="" style span>NOC</span>, Austin, TX</div>
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<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
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<div class="" style="word-break:break-word; overflow-wrap:break-word; ">NOC Technician (2010 - 2011) • Coremetrics, Austin, TX</div>
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<tr class="" style="margin-bottom:0pt; padding-left:2pt; padding-left:0pt; padding-right:0pt; font-family:Arial; font-weight:400; font-size:10pt; text-align:left; ">
<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">01/2009 - 01/2010</td>
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<div class="" style="font-weight:bold; font-family:Arial; font-weight:700; font-size:10pt; text-align:left; ">
<span class="" style Network TS Analyst (Contractor)</span>
</div>
<div class="" style span>Health and Human Services Commission</span>, Austin, TX</div>
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<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
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<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Network TS Analyst (Contractor) (2009 - 2010) • Health and Human Services Commission (HHSC), Austin, TX</div>
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<tr class="" style="margin-bottom:0pt; padding-left:2pt; padding-left:0pt; padding-right:0pt; font-family:Arial; font-weight:400; font-size:10pt; text-align:left; ">
<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">01/2002 - 01/2010</td>
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<span class="" style Systems Specialist</span>
</div>
<div class="" style span>Texas Youth Commission</span>, Austin, TX</div>
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<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
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<div class="" style="word-break:break-word; overflow-wrap:break-word; ">Systems Specialist (2002 - 2010) • Texas Youth Commission, Austin, TX</div>
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<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">01/2000 - 12/2000</td>
<td class="" style="padding-left:0pt; padding-right:0pt; vertical-align:top; font-size:10pt; font-family:Arial; ">
<table class="" style="padding-left:0pt; padding-right:0pt; width:100%; ">
<tr class="" style="padding-left:0pt; padding-right:0pt; ">
<td class="" style="vertical-align:top; font-size:10pt; font-family:Arial; ">
<div class="" style="font-weight:bold; font-family:Arial; font-weight:700; font-size:10pt; text-align:left; ">
<span class="" style Kiosk Technical support</span>
</div>
<div class="" style span>St Augustine University for Health Sciences</span>,, None Selected</div>
</td>
</tr>
<tr class="" style="padding-left:0pt; padding-right:0pt; ">
<td class="" colspan="2" style="padding-top:1pt; padding-left:0pt; padding-right:0pt; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; ">
<div class="" style="max-width: 125px !important; width:85pt; div>
<div class="" style="word-break:break-word; overflow-wrap:break-word; ">St Augustine University for Health Sciences ( Graduate School) 3-7/2000
Kiosk Technical support for grad students ( Mac )
Fixed anything wrong with students laptops ie vpn.apps logins..password resets</div>
</td>
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</table>
</td>
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</table>
</div>
</div>
<div class="" style="width: 100%; padding-right:0pt; padding-left:0pt; margin-right:0pt; margin-left:0pt; padding-bottom:2pt; ">
<div class="" style="display:flex; flex-wrap:wrap; margin-bottom:2pt; margin-top:13pt; font-weight:500; font-size:18pt; ">
<h2 class="" style="padding-left:0pt; padding-right:0pt; font-family:Arial; font-weight:700; font-size:12pt; text-align:left; ">Education History</h2>
</div>
<table class="" style="padding-left:0pt; padding-right:0pt; width:100%; ">
<tr class="" style="margin-bottom:0pt; padding-left:2pt; padding-left:0pt; padding-right:0pt; -webkit-column-break-inside: avoid; page-break-inside:avoid; break-inside:avoid; font-family:Arial; font-weight:400; font-size:10pt; text-align:left; ">
<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; padding-right:1pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">
</td>
<td class="" style="padding-left:0pt; padding-right:0pt; padding-bottom:2pt; vertical-align:top; font-size:10pt; font-family:Arial; ">
<table class="" style="width:100%; padding-left:0pt; padding-right:0pt; ">
<tr class="" style="padding-left:0pt; padding-right:0pt; ">
<td class="" style="padding-left:0pt; padding-right:0pt; vertical-align:top; font-size:10pt; font-family:Arial; ">
<div class="" style="font-weight:bold; font-family:Arial; font-weight:700; font-size:10pt; text-align:left; ">
<span class="" style Certificate</span>
</div>
<div>Vocational School Certificate </div>
<div>Austin Communication College<span class="" style TX </span></div>
</td>
</tr>
<tr class="" style="padding-left:0pt; padding-right:0pt; ">
<td class="" colspan="2" style="padding-left:0pt; padding-right:0pt; word-break:break-word; overflow-wrap:break-word; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; "><div class="" colspan="2" style="padding-left:0pt; padding-right:0pt; word-break:break-word; overflow-wrap:break-word; vertical-align:top; width:100%; div></td>
</tr>
</table>
</td>
</tr>
<tr class="" style="margin-bottom:0pt; padding-left:2pt; padding-left:0pt; padding-right:0pt; -webkit-column-break-inside: avoid; page-break-inside:avoid; break-inside:avoid; font-family:Arial; font-weight:400; font-size:10pt; text-align:left; ">
<td class="" style="padding-left:0pt; padding-right:0pt; max-width: 125px !important; width:85pt; padding-right:1pt; text-align:left; vertical-align:top; font-size:10pt; font-family:Arial; ">
</td>
<td class="" style="padding-left:0pt; padding-right:0pt; vertical-align:top; font-size:10pt; font-family:Arial; ">
<table class="" style="width:100%; padding-left:0pt; padding-right:0pt; ">
<tr class="" style="padding-left:0pt; padding-right:0pt; ">
<td class="" style="padding-left:0pt; padding-right:0pt; vertical-align:top; font-size:10pt; font-family:Arial; ">
<div class="" style="font-weight:bold; font-family:Arial; font-weight:700; font-size:10pt; text-align:left; ">
<span class="" style Sales Professional</span>
</div>
<div>Vocational School Certificate </div>
<div><span class="" style TX </span></div>
</td>
</tr>
<tr class="" style="padding-left:0pt; padding-right:0pt; ">
<td class="" colspan="2" style="padding-left:0pt; padding-right:0pt; word-break:break-word; overflow-wrap:break-word; vertical-align:top; width:100%; font-size:10pt; font-family:Arial; "><div class="" colspan="2" style="padding-left:0pt; padding-right:0pt; word-break:break-word; overflow-wrap:break-word; vertical-align:top; width:100%; div></td>
</tr>
</table>
</td>
</tr>
</table>
</div>
</div>
<div class="" style="width: 100%; padding-right:0pt; padding-left:0pt; margin-right:0pt; margin-left:0pt; padding-bottom:2pt; ">
<div class="" style="display:flex; flex-wrap:wrap; margin-bottom:2pt; margin-top:13pt; font-weight:500; font-size:18pt; ">
<h2 class="" style="padding-left:0pt; padding-right:0pt; font-family:Arial; font-weight:700; font-size:12pt; text-align:left; ">Occupational Licenses, Certificates and Training</h2>
</div>
<table class="" style="padding-left:0pt; padding-right:0pt; width:100%; ">
<tr class="" style="padding-left:0pt; padding-right:0pt; margin-bottom:0pt; padding-left:2pt; -webkit-column-break-inside: avoid; page-break-inside:avoid; break-inside:avoid; font-family:Arial; font-weight:400;
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