Help Desk Service Technician

Davon Bryant

757-***-**** *************@*****.***

EXPERIENCE

IAM Analyst CVS 10/2022-Current

• Managed 12 applications for CVS Apps – created, updated and managed user roles, policy and access.

• Executed user provisioning via email by granting access by following security authentication measures, ensuring appropriate level of access & adding groups to LDAP Tools /Active Directory / then properly documenting each request.

• Conducted access reviews and audits to ensure compliance with regulatory requirements and internal security policies.

• Collaborated with cross-functional teams to define IAM requirements and develop solutions to meet business needs.

• Provided support for IAM systems, including troubleshooting issues and coordinating with vendors for resolution.

• Participated in security assessments and risk analyses to identify and mitigate potential security threats.

• Utilized ServiceNow ticketing system with daily tickets of 50-100 for all CVS related Applications & Incident Tickets

IoT Connectivity Service Technician Chamberlain Group Charlotte, NC 3/2019-2/2022

• Assist with connecting and troubleshooting ~30+ IoT connected commercial devices and commercial features in the MyQ Business App (iOS and Android) and cloud services

(AWS).

• Programed gateways using Raspberry Pi on Linux and utilized AWS cloud services to manage our installed network infrastructure at client sites.

• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's in ServiceNow.

• Created network diagrams, installed programmed gateways and wireless access points at client sites.

• Aided total integration with firewall and diagnostic capabilities for Wi-Fi/Connected applications and networking solutions.

• In-depth experience with network diagrams, routing and switching, WAN configurations and compiling, tracking, reporting on connectivity diagnostics. IT Field Technician Freelance Charlotte, NC 7/2018- 3/2019

• Troubleshot, diagnosed, installed, upgraded, configured, and repaired the computer systems and network system components; addressed and resolved ~50 daily ticket submissions.

• Performed Windows 10 data migrations enforcement tasks (e.g., data transfers, profile transfers, software installs, reimaging).

• Managed the ServiceNow & Salesforce tools for change management, project management, and portfolio management capabilities - providing administrative support for tickets

• Installed and troubleshot network cabling base, local area network system, and software. 2

• Provided network documentation of all devices decommissions, IP addresses, and internal logins (e.g., external hardware, routers, switches, phones, model numbers, serial numbers, login credentials, vendor information).

Desktop Support Technician Wells Fargo (Short-Term Project) 06/2018-12/2018

• Provided Help Desk Support & PC Repair for Windows 10 migration

• Worked with Remedy Pac2000 Ticketing System to document all issues and generated reports for common issues and error trends using Excel

• Helped users with network troubleshooting, installation of software, remote connectivity access, windows troubleshooting, internal and external hardware issues, group policy update, endpoint security and migration issues

• Worked with Windows & Mac OS, Cisco Phone Systems, Microsoft Office Suite (Outlook, Excel, SharePoint), Adobe, Wells Fargo Financial Software & Skype for Business Help Desk Analyst DoD JKO Joint Staff Suffolk, VA 10/2015-04/2018

• Provided Tier 2 help desk support via phone, email, & web on all JKO government supported applications

• Assisted users with reactivating & create user accounts, network troubleshooting, internal & external hardware issues, troubleshoot and diagnosed connectivity issues and, internet functions

• Documented and created reports to be conveyed to government & contract leadership

• Worked with Microsoft Office Suite (Outlook, Excel, SharePoint), Remedy Ticketing System, JKO Government Software and Applications & Cisco Phone Systems. TECHNICAL SKILLS

Internal & External Hardware Configurations + Troubleshooting Strong Knowledge of Platforms (Windows, Linux, Mac OS, iOS, Android) Networking (LANs / WANs / SANs, TCP / IP, VoIP, DNS, HTTP, Wireless / VPN, Firewalls, Active Directory Domain Controllers) Network Infrastructure (Servers, Switches, Routers, Firewalls, Operating Systems, Wireless Protocols & IP Addressing) ITIL ServiceNOW Identity Access Management User Provisioning IOT Management SSO LDAP Active Directory EDUCATION

• Centura College - Associates of Applied Science in Computer Networking Management CERTIFICATIONS

• ITIL V4 Foundations

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