Brian Sylvestal
Summary
Senior IT Support Specialist providing Tier 1–2 technical support in fast-paced enterprise environments. Proven ability to troubleshoot POS systems, desktops, networks, and user accounts, while supporting large end-user populations and mentoring L1 technicians. Strong background in ServiceNow, Active Directory, Azure, Citrix, and customer-focused IT service delivery.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Smart Home Consultant
ADT Security Services
10.2025 - Current
- Conducted in-home assessments to identify customer security needs and recommend appropriate solutions.
- Designed customized security plans to enhance client safety and satisfaction.
- Facilitated product demonstrations, showcasing system features and benefits to potential customers.
- Collaborated with installation teams to ensure timely and accurate system deployment.
IT Senior Specialist (L2)
HCL Tech
04.2024 - 03.2025
- Served as Level 2 escalation point for complex end-user and POS system issues, ensuring rapid resolution and minimal business disruption.
- Reviewed and validated L1 troubleshooting efforts, improving ticket quality and escalation accuracy.
- Troubleshot and resolved POS hardware/software, printers, and scales, restoring system functionality and improving store uptime.
- Coordinated with vendors and dispatched field technicians for issues not resolvable remotely.
- Used ServiceNow to document incidents, track SLAs, and communicate resolution status to stakeholders.
- Provided mentorship and guidance to L1 technicians, improving overall team efficiency.
IT Systems Analyst
Retail Business Services
02.2022 - 04.2024
- Delivered Tier 1–2 IT support to non-technical users through desk-side, phone, and remote assistance.
- Created, prioritized, and resolved help desk tickets while maintaining accurate documentation.
- Responded to network outages and connectivity issues, reducing downtime and restoring service quickly.
- Assisted with new hire onboarding, including account creation, access provisioning, and system setup.
- Supported enterprise desktop environments, troubleshooting hardware, software, and peripheral issues.
IT Systems Analyst
Apex Systems
02.2021 - 02.2022
- Provided Tier 1 desktop support for internal users in a high-volume service environment.
- Diagnosed and resolved workstation, software, and access issues, escalating when appropriate.
- Maintained strong customer satisfaction by clearly communicating technical solutions in non-technical terms.
Education
Bachelor Of Arts In Computing - Focus in Information Technology
DePaul University
Chicago, IL06-2019
Associate of Arts - Liberal Arts And General Studies
City Colleges of Chicago-Malcolm X College
Chicago, IL06-2014
Skills
Active Directory
Citrix
Microsoft Windows
Azure
Service Now
Software Troubleshooting
End User Support
Customer Service
On Boarding
Off Boarding
Certification
Google IT Support Fundamentals
Timeline
Smart Home Consultant
ADT Security Services
10.2025 - Current
IT Senior Specialist (L2)
HCL Tech
04.2024 - 03.2025
IT Systems Analyst
Retail Business Services
02.2022 - 04.2024
IT Systems Analyst
Apex Systems
02.2021 - 02.2022
Associate of Arts - Liberal Arts And General Studies
City Colleges of Chicago-Malcolm X College
Bachelor Of Arts In Computing - Focus in Information Technology
DePaul University