IT Support Specialist
Resume:
BRYAN BURGESS
*** **** **, ********* *****, United States of America
*************@******.*** www.linkedin.com/in/bryanburgess46 IT Support Specialist
PROFESSIONAL SUMMARY
IT Support Specialist with over 20 years of experience specializing in technical support, system administration, and network management. Proven track record of enhancing system performance, strengthening security protocols, and managing complex IT projects to ensure maximum uptime and operational reliability. Skilled in enterprise-level troubleshooting across diverse environments while maintaining exceptional customer service standards and providing high-tier technical resolution. TECHNICAL PROFICIENCIES ( asic - Intermediate)
Enterprise Operating Systems & Platforms
Windows Server 2012–2022 / Red Hat/CentOS/Ubuntu Linux / macOS / Z/OS mainframe
Directory & Identity Services
Active Directory / Microsoft Entra ID & Intune, Exchange / MDM / LDAP / Group Policy Management
Network Engineering & Infrastructure
Cisco / Juniper routing & switching / TCP/IP / LAN / WAN / VLANs / SD-WAN / VPN (IPsec /SSL) / Firewall
& load-balancer administration / Enterprise Wi-Fi / Network monitoring & performance tuning / IOT
Cloud & Virtualization
Azure / AWS (EC2) / Google Cloud VMware vSphere / ESXi / Microsoft Hyper-V / Citrix Virtual Apps & Desktops / Docker containers / Hybrid-cloud architecture / Storage virtualization
Cybersecurity & Compliance
Endpoint protection platforms / SIEM solutions / Vulnerability assessment & basic penetration testing methodologies / Data-loss prevention / Multi-factor authentication / ISO 27001 & NIST frameworks / GDPR / HIPAA compliance / Certificate management / Malware / IPS/IDS
Database Technologies
IT Service Management (ITSM)
ITIL v4 framework familiarity / ServiceNow & BMC Remedy administration / Incident / Problem / Change management / SLA monitoring / Knowledge-base architecture / Continuous service improvement / JIRA
Project Support & Documentation
Automation, AI & Development AI & Coding
Microsoft SQL Server / Oracle / MySQL- basic administration, backup / recovery, user account management, and query optimization
GitHub Copilot / ChatGPT / Claude / Prompt Engineering / Automated Code Generation (Web
& App) Scripting & DevOps: PowerShell / Python / Bash / REST API / JSON/XML / CI/CD / Git Version Control Generative Media: VEO 3.1 Pro / Sora 2 Pro / MidJourney / Imagen / Kling / Creative Workflow Optimization
Assist in project planning and execution / Create and maintain technical documentation and internal knowledge articles / Mentor Tier 1 & Tier 2 staff / Translate complex technical concepts to non technical audiences / SME
Execute system imaging and re-imaging processes to maintain security and compliance requirements across the organization
HELPDESK ANALYST IBEX Global
Charleston, WV 06/2017 – 07/2017
Provided front-line technical support for hardware and software issues across Windows and macOS environments
Managed user accounts and permissions in Active Directory, ensuring proper access control Diagnosed and resolved network connectivity issues to maintain operational continuity Consistently achieved customer satisfaction ratings above 95% through effective problem resolution DESK SIDE SUPPORT FleetPride
South Charleston, WV 07/2006 – 09/2016
Delivered on-site support for 150+ users, resolving hardware, software, and networking issues with average response time of under 4 hours
Implemented robust security measures including firewall configuration and antivirus deployment, reducing cyber threats by 60%
Performed regular system upgrades and computer imaging for 200+ workstations, ensuring optimal performance and security compliance
Designed and executed network solutions that improved connectivity reliability by 40% across multiple locations
Created standardized troubleshooting procedures that decreased average resolution time by 25% IT SUPPORT SPECIALIST GENERAL AMERICAN DOOR CO
Poca, WV 05/2001 – 06/2006
Provided comprehensive technical support for 12 end-users while maintaining 99% system uptime Evaluated and optimized LAN/WAN performance, ensuring high availability and effective disaster recovery capabilities
Proactively identified and resolved complex technical issues, reducing recurring problems by 45% Enforced service delivery within strict SLA guidelines, consistently meeting performance expectations Managed hardware repairs and replacements, minimizing downtime and maximizing productivity PROFESSIONAL EXPERIENCE
07/2017 – Present
TECHNICAL SUPPORT SPECIALIST Coforge (Formerly CDI Engineering & Technology Solutions) Charleston, WV
Contractor for Ameriprise Financial providing Level 3 technical assistance Deliver advanced technical support to a global user base of 50,000+, resolving complex issues with 97% first- contact resolution rate
Administer enterprise systems including Active Directory, Citrix VM environments, Microsoft Entra, and Office 365, ensuring 99.9% system availability
Develop and maintain comprehensive knowledge base articles that reduced repeat incidents by 35% Implement and enforce security protocols for endpoint protection, resulting in zero successful breach attempts Manage incident prioritization and service request fulfillment using ServiceNow, maintaining strict adherence to SLA standards
EDUCATION
BACHELOR OF SCIENCE IN COMPUTER SCIENCE
Marshall University, Huntington, WV 01/1997 – Present In Progress: Bachelor of Science in Computer Science Completed 84 credits including coursework in data structures, algorithms, scripting and programming, cybersecurity, machine learning, and computing principles and theory. Currently, not enrolled, plan to re-enroll in the near future to complete the degree. HIGH SCHOOL DIPLOMA
Winfield High School, Winfield, WV 01/1993 – 12/1996 PROFESSIONAL PROJECTS
WEBSITE DEVELOPMENT & IT MANAGEMENT Local Church 1996 – 1999
• Independently designed, developed, and maintained the church website using HTML, CSS, and JavaScript Implemented secure donation processing system that increased on-line giving by 30%
• Managed all computer systems for the church over a six-year period, ensuring reliable technology for administrative functions
OWNER/OPERATOR Simplistic Computing
1998 – 2003
Founded and operated computer repair and custom building business serving 75+ residential and small business clients
Specialized in hardware/software troubleshooting, custom computer assembly, and home network setup Maintained 100% customer satisfaction through responsive service and technical excellence CERTIFICATIONS
I have completed the following Skillsoft certificates with 60+ additional Skillsoft certifications in IT security, cloud computing, networking, and system administration available on my LinkedIn profile Microsoft Azure Fundamentals
CompTIA Security+
ITIL 4 Foundation Certification
Cisco CCNA Networking Basics & Cybersecurity Essentials
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