Desktop Support, Customer Service, Team Lead

Bryan Van Ryzin

********@*******.***; 978-***-****

Experienced IT professional with 7+ years providing technical services to end users in a wide range of fields, including, but not limited to, financial, customer service, medical, and construction industries. Proven skills include firewall support, network troubleshooting issues, hardware support, software support, maintaining users in active directory, 365 support, g-suite support, antivirus, security issues, general end user support. In addition to 8+ years of education in the IT field, and excellent communication skills, has proven successful.

Related Experience

Desktop Support Lead, Kyocera Intelligence May 2021 – Present

oPromoted from helpdesk to team lead, and took on responsibilities of mentoring helpdesk techs

oAdditional email filter support, mainly Proofpoint, but also working with Barracuda networks email filter, creating/disabling accounts, monitoring, blacklisting/whitelisting emails

oWorked in Azure, getting bitlocker keys for clients that had machines stored there, assisted in setup/reset of MFA for users

oMonitored the helpdesk team, ensured proper tickets were getting the proper priority, and clients were being serviced in a timely manner

oTook over calls from difficult or disgruntled clients from helpdesk technicians, and communicated with them and ensured we will provide the best service possible

oActed as escalation point for team members

oAssisted in developing and updating processes, for the service of helpdesk

oAssisted with installation, configuration, and deployment of software applications on the network and individual systems

oWork as liaison between multiple teams and departments as needed.

oIn addition to all responsibilities the NOC Engineer/Desktop Support position

NOC Engineer/Desktop Support, Kyocera Intelligence December 2018 – May 2021

oMonitored over 300 clients machines, Windows, Mac, and Servers

oResponded to customer requests for problem resolution

oTroubleshoot and tested problems that customers reported

oActed as system administrator for the organizations supported

oCreated new users in Active directory, modified users settings and changed passwords

oCreated VPNs in various different types of firewalls/environments

o365 applications and email setups, and monitoring

oEmail setups/monitoring/password changes through other email portals like G-suite, Intermedia, and GoDaddy

oMonitored and made changes in various firewalls, and Webroot antivirus, including whitelisting/blacklisting websites

oGeneral software support, often working with a 3rd party vendor for specialized software

oHardware support, troubleshooting power issues, replacing/upgrading parts

Dell Technician, Unisys April 2018 – December 2018

oWork on Dell computers traveling from client to client to replace hardware components of computers under warranty

Education

Salem State University, Salem MA

Bachelor of Science in Business Administration, Concentration in Management Information Systems

Shawsheen Valley Technical High School, Billerica MA

Concentration in Computer Science and Internet Technology

Certifications

CompTIA Network+ ce Certification: CompTIA

https://www.credly.com/badges/5d9fdcd7-26cd-42be-9d17-8383bcf31083/public_url

CompTIA Security+ ce Certification: CompTIA

https://www.credly.com/badges/f3ada5b3-e190-4c53-8c47-1ae8a9e0f93f/public_url

Internet History, Technology, and Security: University of Michigan on Coursera, https://www.coursera.org/account/accomplishments/certificate/44Y9EFT8GKSU

Cyber Security and its Ten Domains: University System of Georgia on Coursera, https://www.coursera.org/account/accomplishments/certificate/BQRFVV69AAU9

Technical Support Fundamentals: Google on Coursera, https://www.coursera.org/account/accomplishments/certificate/CUR8689NUMD4

The Bits and Bytes of Computer Networking: Google on Coursera,

https://www.coursera.org/account/accomplishments/verify/ZFG83UG8MLJ2

Additional Experience

Security Officer, Abel Security July 2014 – July 2017

Responsibly patrolled corporate buildings to ensure the safety of persons and property.

Associate, Market Basket September 2011 – July 2014

Eagerly contributed to the store’s success in a variety of front-end capacities.

Associate, Ice Rink Events November 2017 – February 2018

Contributed to customer service and maintaining the outdoor ice rink

Additional Skills/ Achievements

Currently holds a rank of 3rd degree black belt in Okinawan Karate

Certificate in Terrorism and Counterterrorism: Comparing Theory and Practice (on Coursera)

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