Support Specialist It

Michael Bryan

Houston, TX ***** **********@***.***

903-***-**** linkedin.com/in/michael-bryan-5646918

I have over 14 years of experience in Information Technology covering academic, corporate, and governmental environments. Extensive experience dealing with user, executive and VIP support.

User Support Specialist II

March 2023 to March 2024

Supporting users at Texas A&M University in Houston at the Institute for Biomedical and Instructional Science (IBT).

Troubleshoot Dell, Apple and Toshiba computer on the TAMU domain.

Help set up Dell and Apple products on the TAMU domain.

Participate in help desk duties.

Manage the Audio/Visual support for the meeting rooms and classrooms.

Imaged Windows computers for users. Ran updates on PCs.

Updated Mac Operating systems as needed.

Manage BitLocker encryption on Windows PCs and Laptops

Setup and installed drivers for printers including HP, Dell, and Ricoh printers

Gave education and advice for Windows-based computers and printers

Used Service Now for ticket creation and maintenance.

Used Microsoft Teams, Zoom, Office 365, Bomgar, Jabber, VPN, email setup, and non-standard software per user

Used Active Directory Users and Computers (AD), and Azure AD for verification of user accounts.

Used and practiced Microsoft Security and Compliance and Microsoft Privileged Identity Management for Onboarding, verification, and hardware management

When needed, set up network ports on Cisco switches

Communicated with vendors, mainly Dell, for servicing PCs and printers

Helped to automate processes at TAMU

Disposed of equipment out of warranty or no longer working.

Sr. Support Engineer -

August 2022 to January 2023

Administered the computers of the BHP/Petroleum Deepwater/ Woodside domains and organization

Woodside (an Australian Company) acquired BHP, and made a combined company called Petroleum Deepwater

Supported users with Microsoft multifactor authentication across three domains.

Assisted users with email issues and general Microsoft 365 applications.

Supported iPhones and Android phones on the three domains.

Used Service Now (SNOW) for ticket reporting.

Supported users with password and minimal computer access using Active Directory.

Verified users via Microsoft Azure infrastructure for access to the three different computer domains.

Assisted users as needed in obtaining new computers and peripherals.

Maintained Dell laptops and Canon printers.

Supported users with Citrix and Remote procedure access

Worked extensively in an enterprise infrastructure.

Sr. System Engineer - Cognizant Technology Solutions - San Antonio, TX

November 2021 to March 2022

Administered the computers for Toyota Manufacturing Operations in San Antonio, TX

Supported Lenovo and Toshiba "Dyna book" laptops.

Supported iPhones, iPads, and iPods

Supported end users with general computer issues

Used Active Directory for verification, resetting passwords and granting access

Supported networking at the Toyota Plant

Ticket management using Service Now (SNOW), LAPS (Privileged Password Manager for Enterprises) and other 3rd Party Applications

Systems Analyst - Cognizant Technology Solutions - Houston, TX

February 2021 to May 2021

Administered the servers for Freddie Mac (remote assistance)

Monitor remote servers and other issues for the CVS Enterprise

Responsible for monitoring servers and mainframe for client servers

Monitoring both Windows and UNIX servers and verifying user accounts using software (SiteScope, CyberArk, Power Bi Tools, Autosys, Splunk)

Recording accomplished work using tickets with Service Now (SNOW)

Systems Analyst – Cognizant Technology Solutions - Houston, TX

August 2020 to January 2021

Administered the servers for CVS (remote assistance)

Responsible for creating user accounts for new users and verifying user accounts using Active Directory and other proprietary software.

Responsible for assigning, modifying, and removing access to network shares on Citrix and other servers

Completed tickets using MyIT web application, and Service Now (SNOW)

Extensive use of Remote Desktop applications and Citrix Desktop applications

Sr. Systems Engineer – Cognizant, Inc – Houston, TX

July 2019 to May 2020

Administered the computers for Enbridge Energy Enterprise

Set up new user accounts, changed passwords, and verified users using Active Directory Users and Computers

Setup Microsoft Exchange email for new users

Prepared computer equipment; imaged equipment with SCCM

Setup Office 365; setup 3rd party software

Supported users with Microsoft System Center Remote Viewer and Skype Assisted with Audio/Visual presentations and setup

Support for software (3rd Party Software, Microsoft Office, Office 365)

Supported users with CISCO IP phones, via CISCO Web Portal

Supported HP computer equipment and Lexmark printers exclusively

Maintained problem tickets using Service Now

Participated in Windows 10 Migration Project (required Office 365)

Client Support Analyst – Compugen, Inc – Houston, TX

March 2019 to July 2019

Administered the computers for Enbridge Energy Enterprise

Set up new user accounts, changed passwords, and verified users using Active Directory Users and Computers

Setting up computer equipment to suit the user’s ergonomic needs

Supported users with Microsoft System Center Remote Viewer and Skype Assisted with Audio/Visual presentations and setup

Support for software (3rd Party Software, Microsoft Office, Office 365)

Supported users with CISCO IP phones, via CISCO Web Portal

Supported HP computer equipment and Lexmark printers exclusively

Maintained problem tickets using Service Now

Participated in Windows 10 Migration Project (required Office 365)

Help Desk Analyst – Centre Contracting

March 2018 to August 2018

System administrator for the NCI Building Technologies Enterprise

Responsible for Level 1 and Level 2 End User Issues

Active Directory Users and Computers for Password changes, remote assistance, Email, Ticket System

Responsible for hardware and software support

Set up User accounts for Printer setup, HP Laptops

Set up new PC’s /laptops for end users and executives

Assisted in training users with software and hardware

Assisted System and Network Administrators

Troubleshoot Microsoft Office issues, especially Excel

Experience with Microsoft Cloud, Microsoft Azure, Office 365

Continuing Education Instructor – Houston Community College

February 2018 to May 2018

Taught “Introduction to Microsoft Office Suite”

Technician – NWN, Inc – Houston, TX

May 2017 to August 2017

Repaired laptop computers for local ISD’s

HP: 2760p, Revolve 810G

Fujitsu: T734

Independent Contractor - TX - Houston, TX

April 2014 to May 2017

Administered and supported desktop and laptop computers

Consulted, advised, and trained users with Windows Operating Systems and Office Software

Procured Hardware as needed

Supported Windows 7, 8, 8.1, 10 Operating Systems

Repaired all brands of computer hardware

Security Specialist – CITGO Oil Company - Houston, TX

August 2013 to April 2014

Administrated security issues for the Enterprise

Group Policy Object and Organizational Unit maintenance

Maintain domain user accounts and Microsoft security verification using Active Directory Users and Computers

Used Sarbanes-Oxley Protocols

Participated in Sarbanes-Oxley audits

Maintained Exchange email accounts within Microsoft Exchange

Windows Server Administrator, Infosys Contractor - TX - Houston, TX

November 2012 to July 2013

Administrated the infrastructure, servers, and applications of SYSCO, Foods Enterprise

Maintained Windows 2000, 2003, 2008 server Operating Systems; most were virtual

CISCO-backbone

Supported infrastructure

Maintained user accounts using Active Directory User and Computers

Maintained and verified user security via ITIL, Sarbanes-Oxley protocols, Microsoft Security and Compliance,

And Microsoft Privileged Identity Management

PC Systems Administrator - Comal County - New Braunfels, TX

October 2010 to May 2012

Administrated Comal County Enterprise

Used Remedy Ticket System

Assisted server management for file, printer, and application servers running Windows Server 2008

Maintained user accounts via Active Directory Users and Computers

Used ITIL protocols, Microsoft Security and Compliance, and Microsoft Privileged Identity Management

for network and account access

Responsibility for first-level Domain Administration for user level security

Maintained the system administration infrastructure for the Comal County Sheriff's Office

Updated State-supported computers within the county

IT Specialist - Smith County - Tyler, TX

October 2008 to February 2010

Administrated the infrastructure of the Emergency Operation Center (EOC)

The EOC contained the Smith County Fire Marshal's Office, 911 Dispatch, and the Smith County Sheriff's Office Patrol Division.

CISCO-backbone with two Dell servers and several 3rd party servers attached to a network of 50+ computers.

Supported patrol deputies with laptop and applications

Supported the Smith County Enterprise with general computer, application, and peripheral issues

Used Remedy Ticket System

Maintained and verified user accounts and network access using Active Directory Users and Computers

Gave second and third level application and network support county-wide with Microsoft Office Suites

Trained users with third-party applications.

Imaged hard drives using Symantec Ghost to replace hardware

Created procedures and automated processes to effectively maintain and monitor EOC systems

Education

CERTIFICATIONS

CompTIA A+, Network +

MTA Windows Operating Systems Fundamentals

(Other Certifications in progress; held up due to COVID-19)

Additional Computer Training:

MCSA training – Tyler, TX

ICND1, ICND2 training (CCENT/CCNA) - Boot Camp Training Camp, Dallas, TX

Bachelor of Science

Computer Science - University of Texas at Tyler, Tyler TX

Master of Science – in progress

Computer Science University of Texas at Tyler, Tyler TX

12-Hours completed

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