System Support AnalystRYAN HALDPhone: (817) 675-8011 | Email: rhald81@gmail.comLocated: Fort Worth, Texas 76116SummaryProvide technical and administrative support for operating systems, software and hardware for the past 10 years. Direct software support for both tier 1 and Tier 2. Maintain technical knowledge base and software documentation for internal SharePoint websites.Work ExperienceIT Help Desk Technician – NAT – Arlington, TXJune 2019 – March 2020Serviced NAT employees with over the phone, Tier 1 support by providing basic troubleshooting for software and hardware issues and errors. Worked within Tier 1 parameters to troubleshoot and escalate if needed. Provided courteous and attentive technical support by phone, e-mail, and in-person for NAT employees for software and hardware related issues. Worked tickets assigned to personal ticket queue online while also assisting with resolving any open and unassigned Tier 1 Support tickets.Assisted department onboarding team with granting new employees requested application access, setting up profiles in Active Directory and Exchange, and seeing that any requested hardware ordered and shipped to employee’s address.Escalated tickets to proper technicians, network team members, managers as needed and appropriately.Received and worked a range of 16 – 30 calls daily on the Tier 1 Service Desk. Average of calls taken hourly was 3 – 4.DIS Help Desk Support – Oncor – Fort Worth, TXAugust 2018 – May 2019Serviced the company’s internal employees through phone and email communication for DIS applications. Worked with other members of the team to clarify, build, and act on an understanding of the company’s Distribution processes used in the DIS applications.Provided friendly and professional interface to DIS users, on the phone and in person.Documented calls within a Problem Log template with accurate and important information.Solely supported the work request cancellation processing.Supported ACIS invoice processing, adjusting monetary amounts and resubmitting the invoices.Responsible for the documentation and setup of new DIS user profiles.Technical support analyst – AIG – Keller, TXMay 2018 – August 2018Serviced all of AIG’s personnel with over-the-phone, first level support to provide service to any users having technical issues within AIG programming and Windows suite applications.Provided technical, first level support to system users and customer support staff.Evaluated user needs, defined technical problems, and worked with technical documentation to determine solutions.Managed troubleshooting within performance-centered matrix to provide maximum customer service within time guidelines.Utilized MS Outlook on a daily basis for communication and a focus of troubleshooting efforts, related to calls.HELPDESK technician – BNSF rAILROAD –Fort Worth, TXNovember 2017 – March 2018Serviced over 1000 users for three different versions of payroll software, every weekday shift. Articulated systematic processes to users of various experience levels in the continental United States. Handled approximately 15-25 calls daily from an incoming call queue with a first-call closure rate of 90%. Serviced all of the BNSF railroad’s field technicians for any payroll software issues and errors.Provided remote support to adequately asses and provide insight into user’s issues or errors with the payroll software.Proficiently used data entry for all inbound calls for support through Remedy Service Management Platform database.Utilized troubleshooting for three different versions of payroll software on a daily basis.Escalated any upper tier technical support issues to the appropriate contacts via MS Outlook, daily.Provided expedient updates to field technicians upon updates from upper tier technical support agents.Level 2 System Support Analyst (aloha) – NCR Corporation – Irving, TXJune 2014 – March 2017Serviced over 1000 users with fast food and dine style clients. I worked approximately 25-40 calls each day as a level 1 with a same day close rate of over 70%. Promoted to level 2 after 1.5 years and handled around 6 critical incidents a day with a closure rate of over 98%. Supported Aloha Point of Sales (POS) from Support Level 1 incoming call queue, which consisted mostly of callers with novice computer experience.Required to use data entry for all inbound calls for support through Remedy Service Management Platform database.Performed duties of an Aloha POS software trainer for incoming Level 1 Support Analyst technicians with the customer service techniques of the company as well as in-depth hands on training and shadowing.Supported Aloha POS in a Level 2 support position to resolve escalated Aloha POS or NCR hardware issues.Prompt in sending follow up emails for updates and emails to outside Corporate IT for requests.Exhibited strong multi-tasking skills when dealing with escalated time and sales sensitive issues with minimum supervision.Supported various technical issues from Windows software support (97 – 10) by examining network configurations on a LAN and restoring restaurant hardware to working order or by setting up hardware replacement through chain of command.Tech IV, RadioShack Store Technical Support – RadioShack Corporation – Fort Worth, TX June 2010 – August 2013Serviced all RadioShack’s nationally handling about 18-20 calls per day with a closure rate of over 80%. Demonstrated strong listening, verbal communication and interpersonal skills to help the employees identify and resolve the technical problems they are experiencing with their retail store’s point of sales (POS) system.Displayed technical competency by remotely logging into the POS system to check configurations and fix the source of the problem.Guided retail store associates through how to identify problems with the hardware, including how to reseat and remove PCI cards from the store’s server and how to reseat RAM chips from the inside of a PC.Executed effective oral and written communications on a daily basis. Supported inquiries over the phone from stores regarding sales and customer service procedures.Provided daily cross communication via email and instant message to other technical departments for support for customers needing immediate attention.SkillsIn-depth knowledge of performing hardware and software support for Windows (97 – 10) on an LAN configured network with or without network connectivity.Highly skilled in installing, repairing and troubleshooting computer hardware and peripherals; including receipt printers, cash registers, PC terminals, and designated file servers.Demonstrated ability to read and understand technical manuals and schematics. Then able to communicate to a customer with novice experience precise and complete instructions.Experience in backup and image management software and experience walking end-users through image process.Proven record of managing time and priorities effectively while providing management and customer with up-to-the-minute updates by phone or emailProficient in working with end-users remotely and remote software such as the MS Remote Connection, Bomgar or LogMeIn.Good customer service acumen with attention to detail in communication both over the phone and in person.Effective skills in supporting server-room team for maintenance purposes and server tape exchanges. Solid problem management and organizational skills.Focused multi-tasker requiring minimum supervisionProficient with Microsoft OS, MS Office 365, and remote desktop software.Experienced resolving Tier 1 level network related issues such as IP configuration and cable management.Highly skilled in providing effective technical support in hardware and software issues including diagnosis and troubleshootingProven record of performing hardware troubleshooting on customer equipment such as servers, desktops, laptops, and printersAble to give accurate service to end users to resolve problems in one call.Able to ensure that all requests from user are logged and right procedures are followedDocumented success in maintaining problem status and resolution information in ticketing databaseWell-versed in installing windows, software, applications, antivirus and patchesProven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of resultsExpert user of Microsoft Office Applications (Word, Excel, PowerPoint and Access)Known for working efficiently without supervisionCommitted to learn and relate technical concepts promptlyStrong attention to detail especially in data entryExcellent analytical and problem-solving skills EducationBachelor of Arts – Radio, TV, and Film – University of North Texas 2008CompTIA A+ & Network + – Tarrant County College Northwest
