IT Support Specialist
Resume:
BRYAN BURGESS
IT SUPPORT SPECIALIST
*** **** **, *********, ** 25526 681-***-**** *************@******.*** linkedin.com/in/ bryanburgess46
PROFESSIONAL SUMMARY
IT Support Specialist with over 20 years of experience specializing in system administration, network management, and enterprise-level troubleshooting. Proven track record of enhancing system performance, strengthening security protocols, and managing complex IT projects to ensure maximum uptime and operational reliability.
TECHNICAL PROFICIENCIES
OS & Cloud: Windows Server 2012-2022, Linux (Red Hat/CentOS/Ubuntu), and macOS. Azure, AWS (EC2), and Google Cloud. VMware vSphere, ESXi, Microsoft Hyper-V, and Citrix. Network & Security: Cisco/Juniper routing, TCP/IP, VPN, and Firewalls. Endpoint protection, SIEM, MFA, ISO 27001, and HIPAA compliance.
Identity & Databases: Active Directory, Microsoft Entra ID & Intune, and Exchange. Microsoft SQL Server, Oracle, and MySQL.
AI, Scripting & ITSM: GitHub Copilot, ChatGPT, PowerShell, and Python. ServiceNow, ITIL v4, JIRA, and CI/CD.
Support & Projects: Assisted Tier 1 & Tier 2 staff, project execution, and technical documentation creation.
PROFESSIONAL EXPERIENCE
Technical Support Specialist Coforge (Charleston, WV) Delivered Level 3 technical support to a global user base of 50,000+, consistently resolving complex issues upon first contact.
Administered enterprise systems including Active Directory, Citrix VMs, Microsoft Entra, and Office 365, maintaining continuous system availability and operational stability. Developed comprehensive knowledge base articles that notably reduced the volume of recurring support incidents.
Implemented endpoint security protocols resulting in zero successful breach attempts. Executed secure system imaging processes.
Managed incident prioritization and service request fulfillment using ServiceNow within strict SLA standards.
Helpdesk Analyst IBEX Global (Charleston, WV)
Provided front-line technical support for Windows and macOS. Managed Active Directory user accounts and permissions.
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07/2006 – 09/2016
05/2001 – 06/2006
Diagnosed and resolved network connectivity issues, consistently earning top marks for positive customer feedback and effective problem resolution. Desk Side Support FleetPride (South Charleston, WV) Delivered on-site support for 150+ users. Resolved hardware, software, and networking issues with an average response time of under 4 hours.
Implemented firewall and antivirus security measures, substantially mitigating external cyber threats and network vulnerabilities.
Executed system upgrades and computer imaging for 200+ workstations to ensure optimal performance and security compliance.
Designed network solutions that visibly improved remote connectivity reliability. Created standardized troubleshooting procedures that accelerated average ticket resolution times. IT Support Specialist General American Door Co. (Poca, WV) Provided comprehensive technical support for 12 end-users, ensuring maximum system uptime. Managed hardware repairs and replacements.
Optimized LAN/WAN performance. Proactively identified and resolved complex technical issues, effectively minimizing recurring workflow disruptions. EDUCATION & CERTIFICATIONS
Bachelor of Science in Computer Science (In Progress): Marshall University, Huntington, WV. Completed 84 credits.
High School Diploma: Winfield High School, Winfield, WV (1993 – 1996). Skillsoft Certifications (Verifiable on LinkedIn): Microsoft Azure Fundamentals, CompTIA Security+, ITIL 4 Foundation, and Cisco CCNA Networking Basics & Cybersecurity Essentials. Included on profile with 60+ additional Skillsoft IT certificates. PROFESSIONAL PROJECTS
Website Development & IT Management Local Church (1996-1999): Independently designed, developed, and maintained the church website and implemented a secure donation system that successfully drove an increase in online giving. Managed administrative computer systems over a six-year period.
Owner/Operator Simplistic Computing (1998-2003): Founded and operated a computer repair and custom building business serving 75+ residential and small business clients. Built a strong reputation for total customer satisfaction through responsive service and technical excellence.
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