Summary
Overview
Work History
Education
Skills
Timeline
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Brian Cray

Strongsville,OH

Summary

Professional support analyst with strong background in IT support and troubleshooting. Consistently ensures seamless operations through effective problem-solving and communication. Highly adaptable team player focused on delivering impactful results and fostering collaboration. Proficient in diagnosing technical issues, managing support tickets, and providing user training. Reliable and flexible in responding to evolving challenges.

Overview

11
11
years of professional experience

Work History

Cloud Support Analyst 4

Hyland Software
11.2021 - Current
  • Resolved escalated OnBase issues across on-premise and cloud (Hyland Cloud, AWS) environments in Windows.
  • Led troubleshooting for product upgrades, installations, and configurations; validated defects and coordinated resolution with internal teams.
  • Mentored and coached analysts; reviewed cases for quality and provided technical guidance.
  • Advocated for customer needs while maintaining clear communication and ownership of cases.
  • Drove process improvements through documentation standards, root cause analysis, and change control compliance.

Shift Lead

Friendship Kitchen
11.2018 - 10.2020
  • Supervised daily operations, ensuring compliance with safety and quality standards.
  • Trained and mentored team members to enhance productivity and performance.
  • Streamlined workflow processes, improving efficiency in service delivery.
  • Managed inventory levels, coordinating restocking activities to prevent shortages.

Store Manager

7-eleven
08.2014 - 11.2018
  • Directed daily operations for a high-volume retail location, improving staff efficiency and customer satisfaction.
  • Implemented inventory controls that reduced waste and optimized stock availability.
  • Recruited, trained, and coached employees, increasing team performance and retention.
  • Analyzed sales trends to drive merchandising strategies and promotions, boosting revenue.
  • Maintained compliance with safety and regulatory standards, ensuring a secure environment.
  • Managed budgets and expenses, achieving profitability targets while controlling costs.

Education

Associated Degree in Business - Software Networking

Cuyahoga County Community College
Parma, OH
06-2020

Skills

  • Application Support & Incident Management
  • System Administration
  • User Account & Identity Management (Active Directory, IAM)
  • Network Troubleshooting
  • Support Ticketing Systems
  • Remote & Onsite Technical Support
  • SAP/ERP Systems (Lawson, AnyERP, Workday)
  • Hardware & Peripheral Support

Timeline

Cloud Support Analyst 4

Hyland Software
11.2021 - Current

Shift Lead

Friendship Kitchen
11.2018 - 10.2020

Store Manager

7-eleven
08.2014 - 11.2018

Associated Degree in Business - Software Networking

Cuyahoga County Community College

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