Help Desk Technical Support
Resume:
Ryan J. Madden
SKILLS
● IT Installation, Maintenance, Troubleshooting, Repair and Resolution
● Excellent customer service
● Exceptional communication, organizational and problem-solving skills
● Effective team player/leader
● IT Foundations A+ and Network+ training
EDUCATION
Tennessee State University, Nashville, TN August 2006 - May 2010
Business Administration
EXPERIENCE
Depot Support Technician
Frontdoor Inc. Memphis, TN
Aug 2023 – Present (1 year 4 months)
IT Asset Management: Utilized Microsoft Intune, Jamf, and Oomnitza to oversee inventory management, ensuring precise tracking, allocation, and deployment of IT assets across the organization.
Hardware Troubleshooting and Configuration: Diagnosed, configured, and performed system resets on Dell laptops, MacBooks, and tablets, resolving hardware and software issues to optimize operational efficiency.
Technical Support: Delivered Tier 1 and Tier 2 technical support to end-users, addressing machine malfunctions and providing timely solutions to minimize downtime and maintain productivity.
Logistics Coordination: Managed the end-to-end logistics of IT equipment, including shipping and receiving via FedEx Ship Manager, ensuring secure and timely delivery of hardware.
Employee Onboarding/Offboarding: Conducted data entry and system updates for employee onboarding and offboarding processes, maintaining accurate and up-to-date records in compliance with organizational standards.
Documentation and Reporting: Maintained detailed records of equipment refreshes and hardware updates using Microsoft Office, ensuring comprehensive documentation for audit and compliance purposes.
Ticket Management: Resolved and closed support tickets via Jira, achieving high customer satisfaction through efficient issue resolution and adherence to SLAs.
Desktop Support Specialist
GXO Logistics, Horn Lake, MS
November 2022 – August 2023
Device Configuration and Troubleshooting: Diagnosed, configured, and resolved issues with RF devices, handheld terminals, scanners, Windows PCs, and Android tablets to ensure seamless operational functionality.
Printer Administration: Administered and maintained Zebra printers, performing routine checks and repairs to ensure optimal performance and minimal downtime.
ITSM Ticket Management: Leveraged a computerized IT Service Management (ITSM) ticketing system to prioritize, track, and resolve technical issues, ensuring efficient workload management and timely resolution.
Hardware and Software Support: Installed, configured, and maintained hardware, software, and networking systems, providing technical support to end-users to enhance system reliability and performance.
End-User Support: Delivered expert support for Microsoft Office applications, assisting users with troubleshooting, functionality, and best practices to improve productivity.
Ticket Resolution: Utilized ServiceNow to document, track, and close support tickets, maintaining high levels of customer satisfaction through prompt and effective issue resolution.
Active Directory Management: Managed user and device additions to the domain via Windows Active Directory, ensuring proper access controls and system security.
Reporting and Analysis: Created and analyzed reports using Office 365 tools (Excel, Power BI) to provide actionable insights and support decision-making processes.
Data Management: Performed accurate data entry and conducted database queries to retrieve and update information as required, maintaining data integrity and accuracy.
Help Desk
AutoZone HQ, Memphis, TN
June 2022 – September 2022
Remote System Verification: Conducted remote diagnostics to verify functionality of commercial phones and printers across AutoZone sites, ensuring operational efficiency.
Field Tech Support: Assisted field technicians with the installation and configuration of commercial systems and Bringg software, ensuring seamless deployment.
Server and Data Management: Supported remote server installations, troubleshooting, and data transfers to maintain system integrity and performance.
Hardware Troubleshooting: Diagnosed and resolved hardware issues with servers, registers, switches, access points, and printers, minimizing downtime.
Issue Documentation: Documented and tracked store-specific technical issues using Microsoft Office, ensuring clear and actionable records for resolution.
Ticket Resolution: Utilized ServiceNow to manage, prioritize, and resolve support tickets, maintaining high levels of customer satisfaction.
Systems Analyst
General Motors, Memphis, TN
October 2019 – June 2022
WMS Configuration: Input and managed parameters in the Warehouse Management System (WMS) to execute order draws and optimize inventory workflows.
Document Management: Generated, printed, and organized pick tags, shipping documents, and daily reports to support operational efficiency.
Site Support: Performed IT and non-IT business functions at customer sites, ensuring smooth operations and adherence to company standards.
SOP Maintenance: Developed, maintained, and executed Standard Operating Procedures (SOPs) to streamline processes and ensure compliance.
Device Configuration: Installed, configured, and maintained printers, thin clients, PCs, and scanners, ensuring optimal performance and uptime.
Cross-Functional Collaboration: Coordinated with Operations teams and remote Application Owners to resolve issues and implement system improvements.
Quality Auditor
FedEx, Collierville, TN
September 2018 – October 2019
Device Testing: Conducted comprehensive functionality tests on Getac laptops, printers, and electronic devices to ensure reliability and performance.
Quality Assurance: Performed quality checks on electronic devices, identifying and resolving defects to maintain high product standards.
Shipping Verification: Verified package details for outbound units, ensuring accuracy and compliance with shipping requirements.
Apple Repair Technician
Flextronics, Memphis, TN
March 2014 – September 2018
Hardware and Software Repair: Diagnosed and repaired MacBook hardware and software issues, ensuring timely resolution and minimal downtime.
Technical Support: Provided expert technical guidance and support to colleagues, fostering a collaborative and efficient work environment.
Software Updates: Installed and updated iOS software, ensuring devices were equipped with the latest features and security patches.
Performance Testing: Conducted graphics and stress testing to validate system performance and reliability under various conditions.
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