Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
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Brian Major

Chicago,IL

Summary

Dedicated Lead Support Analyst with a proven track record in application analysis and development within the private equity sector. Offering a unique blend of technical expertise and effective management to bridge the gap between technology and business needs. Possesses a strong technical background, strategic problem-solving skills, and effective team leadership to drive innovation and enhance operational efficiency.

Overview

14
14
years of professional experience

Work History

Lead Support Analyst

GTCR LLC
10.2021 - 09.2023
  • Managed a team of support analysts tasked with addressing issues reported through a ticketing system, while also improving essential applications crucial to the smooth functioning of private equity operations.
  • Collaborated with cross-functional teams, including managing directors, principals, and other deal team members, to identify system improvements and implement solutions that align with business objectives.
  • Conducted thorough analysis of existing applications to identify areas for improvement, scalability, and efficiency gains.
  • Spearheaded the development and implementation of custom applications, streamlining processes, and enhancing data management.
  • Performed video editing for recorded fund and portfolio meetings, subsequently uploading the edited content to our cloud video hosting platform for streamlined sharing.
  • Lead training sessions for support staff to ensure they are equipped with the necessary skills to troubleshoot and resolve application-related issues independently.

Senior Support Analyst

GTCR LLC
10.2018 - 10.2021
  • Played a key role in the analysis, design, and development of mission-critical applications, contributing to increased operational efficiency.
  • Conducted regular performance assessments of applications, identifying and addressing potential bottlenecks and vulnerabilities.
  • Assisted in onboarding new applications, providing training and documentation for end-users and support staff.
  • Organized and led comprehensive training sessions for end-users to optimize the use of key applications.
  • Provided advanced technical support for escalated issues, ensuring timely resolution and minimizing downtime.

Senior Help Desk Specialist

GTCR LLC
10.2017 - 10.2018
  • Provided advanced technical support, ensuring timely resolution of business-related issues.
  • Led application analysis initiatives, collaborating with teams to enhance software functionality and user experience.
  • Conducted training sessions for support staff to equip them with the necessary skills to troubleshoot and resolve business-related issues.

Help Desk Specialist

GTCR LLC
04.2013 - 10.2017
  • Provided white-glove technical support for end-users, ensuring prompt issue resolution.
  • Maintained accurate documentation of support processes, issues, and solutions.
  • Assisted in testing and implementing software updates and enhancements, ensuring seamless integration and minimal disruption.

IT Support/Help Desk

McCalla Raymer Leibert Pierce, LLC (formerly Pierce and Associates)
07.2009 - 04.2013
  • Developed and implemented a dynamic printer server with follow me printing.
  • Designed document templates for data import used in the court system.
  • AS400/iSeries administrator, including system monitor and PTF updates.

Education

Bachelor of Science in Computer Science -

Governors State University
University Park, IL
05.2008

Skills

  • Private Equity Operations: Deal Management, Data Analysis, Portfolio Monitoring
  • Salesforce Administration: Frontend and Backend Development, UI Customization
  • Workflow Automation: Microsoft Power Automate, Power Platform
  • Enterprise IT: Intranet Deployment and Administration, Application Administration (Microsoft O365, VMware AirWatch, OKTA, Microsoft Configuration Manager, Zoom, RSA, Wombat, Adobe, DocuSign, among others), Windows Server Administration (including weekly engineering checks for alerts or necessary updates)
  • Leadership and Collaboration: Deal Professionals, Vendor Relationships, Account Management
  • Multimedia Skills: Video/Audio Editing (Adobe Premiere), Communication and Interpersonal Skills
  • Training and Development: Technical Training, Mentorship, Analytical and Problem-Solving Skills

References

Available upon request

Timeline

Lead Support Analyst

GTCR LLC
10.2021 - 09.2023

Senior Support Analyst

GTCR LLC
10.2018 - 10.2021

Senior Help Desk Specialist

GTCR LLC
10.2017 - 10.2018

Help Desk Specialist

GTCR LLC
04.2013 - 10.2017

IT Support/Help Desk

McCalla Raymer Leibert Pierce, LLC (formerly Pierce and Associates)
07.2009 - 04.2013

Bachelor of Science in Computer Science -

Governors State University

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Brian Major