Brady Solis
Conway,Arkansas
Summary
Versatile and resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences. Adept in multiple programming languages including Python, C++, Bash and Javascript.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Implementation/Technical Support Analyst
AngelEye Health
03.2022 - Current
- Manage a high volume of customer technical inquiries via phone, email, and ticketing system, maintaining above-target resolution metrics.
- Helps lead and mentor junior staff on troubleshooting workflows and maintaining SLA compliance.
- Serve as a trusted advisor to hospital IT and NICU clients by diagnosing and resolving complex hardware, software, and network issues.
- Developed and delivered training materials to clients and internal staff.
- Manage multiple smaller-scale implementation projects, coordinating between teams to ensure successful rollout of new equipment.
- Administer user accounts and access across multiple platforms (JumpCloud, Google Workspace, Zoom, Monday.com and other internal platforms) and handle device setup and account creation for new hires.
- Collect and analyze customer feedback to identify product issues and enhancement opportunities; report bugs and insights directly to the development team to improve usability and functionality.
- Document and escalate recurring issues to engineering, ensuring timely fixes and continuous improvement of the platform and hardware.
- Engage in rotating on-call schedule to troubleshoot escalated technical issues, support uptime, and ensure SLA compliance.
- Execute technical migrations of Identity Providers (IDP), transitioning legacy ADFS environments to modern cloud solutions like Azure, Imprivata and Okta.
- Responsible for the proactive maintenance of IDP certificates and resolving authentication failures.
Resupply Coordinator/Tech Support
Medic Sleep Care
03.2019 - 03.2022
- Led training of new employees on CRM systems, workflows, and customer engagement best practices.
- Collaborated with internal teams to optimize service workflows, improving delivery times for both equipment and product.
- Supported office operations by setting up internal workstations, phone systems and networks.
- Troubleshoot and resolve internal user issues with workstations.
- Managed insurance verification processes and coordinated dropshipping equipment orders for recurring patients.
- Oversaw the retrieval of medical devices by coordinating pickups/drop offs and communicating insurance coverage requirements.
- Managed the digital transformation of sensitive medical and insurance records to ensure accuracy in Data entry and account association while maintaining HIPAA compliance.
- Traveled between regional facilities to help front desk operations with new and recurring patients as needed.
Education
Associate's Degree - Cybersecurity
Pulaski Technical College
Bachelor's Degree - Cybersecurity
University of Arkansas in Little Rock
Little RockSkills
- Network troubleshooting
- Account management
- Implementation projects
- Identity provider migration
- Customer relationship management
- Process optimization
- Team collaboration
- Application support
Certification
- CompTIA Security+
- AWS Certified Solutions Architect - Associate (In Progress)
References
Available Upon Request
Timeline
Implementation/Technical Support Analyst
AngelEye Health
03.2022 - Current
Resupply Coordinator/Tech Support
Medic Sleep Care
03.2019 - 03.2022
Associate's Degree - Cybersecurity
Pulaski Technical College
Bachelor's Degree - Cybersecurity
University of Arkansas in Little Rock