Technical Support Help Desk

LYLE WRIGHT

Acworth, GA ***** • 678-***-****

*******@*****.***

Remote Technical Support Lead • Customer Support Lead • CISCO Wireless Support tech • Lead Help Desk Technician Project / Remote Support Lead • Remote Technical Support • Implemented Enterprise Applications • Technical Training Lead • Accelerated Resolution Lead Network Administrator.

CompTIA Network+ • MCTS • CompTIA A+ • Certified HDI Technical Support Specialist USCCA Firearm Instructor / USCCA Range Safety Officer (RSO) WORK EXPERIENCE

ProCo LLC Orthopedic Surgery Centers, Marietta, GA March 2019- Feb 2025 - Technical Support Specialist (software remote support administration since 2021)

• Performed on-site and remote administration of 19 orthopedic clinics and associates.

• Increased technical support resolve rate by 62.7%.

• Software installation support for Windows 11 Pro environment.

• CISCO MR33 wireless access point support via CISCO Meraki dashboard.

• Initiated procedural documentation for technical staff.

• Network access and privilege administration per department mgr. requests.

• Ring Central VOIP phone configuration and administration.

• Remote Network infrastructure support via Cisco Meraki Dashboard.

• Remote Sophos Enterprise Endpoint Security support.

• Open issue resolution via SpiceWorks Helpdesk RMS.

• Remote administration / employee support of NextGen Health care records and Electronic Medical records database.

• ADOBE Cloud administrator.

• Office 365 Administrator.

• SRFax electronic document administrator.

• SmartSheet (Microsoft) administrator.

• Phreesia Patient Intake administrator (patient intake, access and payment system).

• Intuit QuickBooks Enterprise installation and support. The Home Depot, Marietta, GA. Sept 2018 - Dec 2018 Wireless Incident Management

• Collaborated with HP, AT&T, CISCO techs, and Home Depot engineering departments to diagnose and resolve enterprise wireless technical issues for all Home Depot retail stores throughout the U.S. and abroad.

• Utilized ServiceNow to maintain an accurate record of open wireless support cases.

• Leveraged HP Aruba Central and other tools to monitor and diagnose the status of Wireless LAN network for all Home Depot retail stores.

• Contributed to weekly status meetings with all vendors on projects updating current and ongoing open cases and recommending improvements.

• Amtrak, Atlanta, GA Jan 2016 - Sept 2018 Level Senior Help Desk Technician

• Remote software and hardware end-user diagnostics and troubleshooting for over 22,000 Amtrak employees.

• Documented help desk tickets resolutions and maintained equipment inventory list.

• Provided help desk support for Office 365 and Citrix virtual client via telephone, instant messaging, and remote desktop communications with end-users.

• Trained new employees on the Office 365 onboarding process.

• Coordinated and provided support on technical projects, ensuring a positive impact on user satisfaction and productivity.

• Ricoh Corporation, Tucker, GA July 2014 - Sep 2015 Software Solutions Helpdesk Analyst

• Rendered 2nd level break/fix support of software packages used by internal technicians and commercial customers using Ricoh and third-party Multifunction Printer software solutions.

• Enterprise Cloud Print support via Office 365.

• Mobile and Hotspot printer support for Android, IOS, and Windows devices.

• FISERV Solutions Inc., Norcross March 2011 - July 2013 Senior Technical Support / Systems Analyst

• Rendered 2nd / 3rd level remote technical support for 247 southeastern bank clients.

• Conducted remote application installation, training, documentation and provided support on bank installation initiatives in conjunction with FDIC.

• Created manual support documentation for technical and non-technical bank personnel in line with FDIC regulations.

• Maintained and managed systems with Fiserv bank partners.

• Worked with vendor support contacts to resolve technical issues in the enterprise printer environment.

• Worked with senior staff to identify the scope of partner issues and implement solutions.

• Promoted to Systems Analyst in lieu of dedication as Senior Technical Support. TECHNOLOGIES & CERTIFICATIONS

• CompTIA Network+ Certified Professional • Microsoft Certified Technology Specialist

(MCTS) • CompTIA A+ Certified Professional • Certified HDI Technical Customer Support Specialist • Windows 11 Pro • Apple IOS • Microsoft Office 365 • Ethernet • Switches

• Routers • WLAN Remedy RMS• H.E.A.T ticketing system • Salesforce administrator • Various Incident Management Applications • LogMeIn • LANDesk RMS • BOMGAR RMS • Mobile Support (Android, IOS, Windows, Blackberry) • TCP/IP • DNS • Active Directory • DHCP • ARUBA Networks • Server Installation,

• CISCO Meraki Dashboard, SOPHOS Endpoint Security, Microsoft AZURE, Ring Central VOIP, RMS administrator skills, CISCO Meraki dashboard.

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