Braxton Tyri

• Spearheaded training, task assignment, and quality assurance for cross-functional team, resulting in a 30% rise in operational efficiency. Generated daily reports to monitor and enhance agent performance, resulting in a 15% increase in Service Level Agreement compliance.
• Developed and executed a training curriculum for helpdesk onboarding, resulting in a reduction in new hire ramp-up time. Delivered comprehensive IT support for email, OS, and desktop applications, achieving 95% satisfaction for 54,000 USDA accounts.
• Forecast potential customer issues based on trends and previous interactions, resolving issues proactively and reducing the number of repeat customer contacts.

• Streamlined troubleshooting processes for hardware and software services, onboarded new users and managed permissions, boosting productivity for 330 users.
• Deployed and maintained VTC environments, establishing 10+ rooms for assemblies ranging from 20 to 200+ participants. Maintained inventory of all computer equipment in secure storage room
• Teamed up with senior technicians across multiple organizations to tackle major system incidents, reducing downtime allowing users to maximize productivity.
• Coordinated with the tech support and sales departments through Microsoft Teams, expediting the resolution process for 26% of inquiries.

• Participated in ongoing professional development opportunities to stay current with industry trends and emerging technologies.

• Supervised the deployment, installation, operation, and unit level maintenance of multi user information processing systems; provided information technology assistance in management of the Command Post Platform (CPP); responsible for the development and management of the Microsoft Office SharePoint Server (MOSS); responsible for management of active directory and user accounts on tactical SIPR and NIPR exchange services which service over 3,000 users; enforces Army network security and information assurance policies; responsible for the health and welfare of 10 Soldiers.
• Upheld 100% adherence to Department of Defense Cyber Security Directives across 4,000+ personnel, reinforcing national security standards. Streamlined permission granting and policy enforcement within Active Directory and SharePoint, benefiting over 500 high ranking officials in the unit.
• Led a project to reimage and upgrade 175 computers, to Windows 10 achieving 100% project completion 2 weeks ahead of schedule. Contributed in the development of troubleshooting guides and self help instructions which resulted in a reduction in ticket request and walk up service.
• Cross-trained in various IT roles, such as configuring firewalls on Cisco Routers, VTC configuration, and loading COMSEC in radio's