Brian Gary
Detroit,Michigan
Summary
Experienced and goal-oriented professional with a strong background in troubleshooting computer hardware and software issues in customer-focused environments. Possesses a comprehensive understanding of standard operating systems, networking protocols, and technical support procedures.
Overview
23
23
years of professional experience
Work History
Service Desk Analyst
K2 Services
04.2024 - Current
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue
- Properly ticketing (ServiceNow) all customer requests with detailed information regarding the issue reported
- Engaged in user support interactions via telephone, chat and email platforms.
I.T. Specialist
Lear Corporation
05.2021 - 10.2023
- Provide Tech support for the Production Lines (fix or replace monitors, Update/replace O/S Thin/Clients, Printer issues, fix or replace scanners)
- Monitor AS/400 systems & Servers for any Hardware & Software errors, CPU utilization, etc...
- Managed hardware and software inventory, ensuring timely updates and replacements as needed
- Add/remove user from groups within Active Directory
- Configured hardware, devices, and software to set up work stations for employees.
- Used DUO Authentication tool
- Used MES to monitor and track production
Sr. Computer Operator/Helpdesk Level 2
Sterling Bank & Trust
11.2017 - 05.2021
- Provide help-desk assistance for the Branches and Headquarters for over 100 users (Printer, Email, excel, word, and other various applications)
- Monitored system performance using advanced analytics tools that identified potential bottlenecks before they impacted productivity levels seriously.
- Generated reports covering details about data, system operation, and error monitoring.
- Create and update documentation to make sure up to date and accurate
AS400 Level 1 Administrator
HPE - (EDS)
04.2016 - 10.2016
- Handle/Troubleshoot all Hardware & Network issues (escalate to vendor if needed)
- Resolve /Escalate Application jobs in message wait or abended
- Handle System Backups issues (media error, Libraries not saved)
- Receive calls from Level 1 Helpdesk with client issues (Job abends, System issues, etc…..)
- Work with AS/400 System Admin Team (System upgrades, system issues.
AS400 Backup & Recovery Administrator
HPE - (EDS)
06.2012 - 04.2016
- Performed Backup and Recovery, Disaster Recovery Planning, DR Documentation, DR data audits, and DR Testing
- Work on special projects and processes as directed by management
- Restore Files or Libraries on request
- Document daily work summary log of issues and corrective actions.
AS/400 Senior Operator
03.2001 - 06.2012
- Interface with customers to gather information on system needs or problems
- Create and update QMS work group instructions
- Focal point for all weekend changes for Tandem and AS/400 systems
- Responsible for training employee’s on Tandem and AS/400 systems
- Perform initial problem analysis and restart jobs by specific steps due to abends
- Monitor batch cycles, files transmissions and system performance alerts
- Recover hardware failures and perform system dumps for analysis
- Setup and Maintain Desktop/ Lan Console
- Install new hardware in Control Room when lease is up
- Perform Daily, Weekly & Monthly backups
- Install software to perform day-to-day job functions according to new client guidelines
- Troubleshoot Network alarms and events.
Education
BBA - Computer Information Systems
Detroit College of Business
Dearborn, Michigan06.1994
Associate of Arts - Liberal Arts
Wayne County Community College
Detroit, Michigan06.1986
Skills
- Remote Technical Suppot
- Network Troubleshooting
- Remote Support
- Technical Support
- Hardware support
- Customer Service
- Microsoft Windows and Office
- Help Desk Support
- Technical Troubleshooting
Timeline
Service Desk Analyst
K2 Services
04.2024 - Current
I.T. Specialist
Lear Corporation
05.2021 - 10.2023
Sr. Computer Operator/Helpdesk Level 2
Sterling Bank & Trust
11.2017 - 05.2021
AS400 Level 1 Administrator
HPE - (EDS)
04.2016 - 10.2016
AS400 Backup & Recovery Administrator
HPE - (EDS)
06.2012 - 04.2016
AS/400 Senior Operator
03.2001 - 06.2012
BBA - Computer Information Systems
Detroit College of Business
Associate of Arts - Liberal Arts
Wayne County Community College
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