Brian Taylor
Katy,USA
Summary
Detail-oriented professional with strong technical knowledge and troubleshooting abilities. Skilled in supporting users and improving performance through updates and repairs. Dedicated to providing exceptional customer service and exceeding goals.
Overview
15
15
years of professional experience
Work History
Regional Support Analyst
SCA Health/United Health Group
09.2023 - 10.2024
- Responsible for providing technical assistance to end users to include CEO combined with network and server support for the Texas region which included 42 healthcare facilities
- Worked with Service Now Ticketing system to respond, create, and solve any issues in those facilities within SLA
- Assisted in the Inventory, Ordering and setting up of various devices to include PC's, Printers, and Network Devices
Deskside Support Analyst
Bechtel Oil and Gas
11.2022 - 07.2023
- Responsible for setting up workstations and providing detailed troubleshooting for 500 plus users in the Houston office
- Worked with Service Now Ticketing system to respond and solve issues against SLA
- Upgraded users laptops/imaged new laptops
IT SYSTEM ADMINISTRATOR/IT ENGINEER
EXPERT COMPUTER SOLUTIONS MSP
01.2022 - 11.2022
- RESPOND TO ASSIGNED LEVEL III HELP DESK SERVICE REQUESTS
- TRIAGE AND DISPATCH HELP DESK SERVICE REQUESTS TO A TEAM OF CLIENT SUPPORT ENGINEERS AT VARIOUS LEVELS
- PERFORM STANDARD CHANGES RELATED TO MOVES, ADDS, CHANGES, DELETION IN ACCORDANCE WITH DOCUMENTED STANDARDS
- MONITOR AND RESPOND TO ALERT SERVICE TICKETS
- PROCESS EACH ASSIGNED SERVICE REQUEST TICKETS THROUGH THE CONNECTWISE TICKET SYSTEM
- PROVIDE COMMUNICATION UPDATES VERBALLY AND IN WRITING DOCUMENTING ALL STEPS OF THE WORKFLOW IN THE TICKET
Technical Support Analyst
AFLAC Group Insurance
Columbia , SC
05.2018 - 01.2022
- Responding directly to Tier 3 and Tier 4 technical support tickets
- Talking directly to users to determine the nature of the technical issue
- Connecting to user's computers and virtual machines via remote desktop to troubleshoot and resolve issues both internally and externally
- Supporting over 500 user's both locally in the office and at remote market offices all across the country and even overseas
- Identifying the nature of the hardware, software, or networking issue
- Explaining to the customer the resolution and what originally caused the issue
- Installing new hardware systems, software upgrades, networking cables
- Fixing any and all software and hardware issues
- Processing and accessing all tickets through the Cherwell Service Management portal
- Meets with user staff to understand business requirements; provides operational support to all business partners to include all forms of end user computing devices
Workstation Support Technician
Blue Cross Blue Shield Columbia SC
10.2017 - 04.2018
- Tier II Support to include Configure and install software and hardware for IT users
- Learn to identify proper documented procedures and scripts used for troubleshooting problems
- Assist in rollouts and installation of new software packages, upgrades, and new desktop hardware
- Maintain desktop hardware and software
- Configure and install software and hardware for IT users; desktop and laptops
- Performs asset tracking and asset management
- Serviced and recorded an average of 30 to 40 trouble tickets a week and used the RUMBA ticketing system to record all work according to pre-established SLA's
IT Specialist/LAN Manager
US Army
03.2010 - 10.2017
- Established and created user accounts for more than 200 personnel for a three-year period
- Expertly managed all of my company's communications and zero loss in equipment over a 5-year period
- Successfully managed and maintained my companies SharePoint page
- Inventoried all company laptops as well as maintained a current tracker of all IT equipment for 300 plus users
- Well knowledgeable is using the BMC Service Request Management remedy system to document and escalate all trouble tickets to a higher level when necessary
- Extensive knowledge with Microsoft Word, Excel, and Microsoft Office to include Microsoft PowerPoint
- Edited and managed my companies SharePoint Portal Page for 2.5 years
- Assigned, added, and removed users in Active Directory to appropriate Organizational Units
- Performed all general troubleshooting to include hardware and software for a 300 plus Member Company
- Created and installed Cat 5 and 5e cabling in multiple buildings
- Stripped, measured and terminated all cat 5 cable in multiple different locations to include austere environments
- Successfully added users to connect to company printers when necessary to perform daily duties
- Served as the Information Assurance Security Officer ensuring all users complied to company standards and practices
- Recognized by senior leadership six different times for performances well beyond my required duties
- Handled all issues such as upgrading, troubleshooting, and synchronizing with government issued IOS devices
- Installed software to remote users over the government network
- Assisted in the weekly process of reimaging laptops that have fallen off the domain when necessary
- Completed the 901 portion of the Comp TIA A plus certification and is currently enrolled in Florida Technical College online to complete the 902 portion
- Over three years of break/fix experience to include cabling
- Handled all Tier 1 troubleshooting for over 300 plus users
- Performed basic troubleshooting on all company multifunctional devices
IT Specialist/LAN Manager
US Army
03.2010 - 10.2017
- Established and created user accounts for more than 200 personnel for a three-year period
- Expertly managed all of my company's communications and zero loss in equipment over a 5-year period
- Successfully managed and maintained my companies SharePoint page
- Inventoried all company laptops as well as maintained a current tracker of all IT equipment for 300 plus users
- Well knowledgeable is using the BMC Service Request Management remedy system to document and escalate all trouble tickets to a higher level when necessary
- Extensive knowledge with Microsoft Word, Excel, and Microsoft Office to include Microsoft PowerPoint
- Edited and managed my companies SharePoint Portal Page for 2.5 years
- Assigned, added, and removed users in Active Directory to appropriate Organizational Units
- Performed all general troubleshooting to include hardware and software for a 300 plus Member Company
- Created and installed Cat 5 and 5e cabling in multiple buildings
- Stripped, measured and terminated all cat 5 cable in multiple different locations to include austere environments
- Successfully added users to connect to company printers when necessary to perform daily duties
- Served as the Information Assurance Security Officer ensuring all users complied to company standards and practices
- Recognized by senior leadership six different times for performances well beyond my required duties
- Handled all issues such as upgrading, troubleshooting, and synchronizing with government issued IOS devices
- Installed software to remote users over the government network
- Assisted in the weekly process of reimaging laptops that have fallen off the domain when necessary
- Completed the 901 portion of the Comp TIA A plus certification and is currently enrolled in Florida Technical
- College online to complete the 902 portion
- Over three years of break/fix experience to include cabling
- Handled all Tier 1 troubleshooting for over 300 plus users
- Performed basic troubleshooting on all company multifunctional devices.
Education
Information Technology - Cyber Security
Florida Technical College
Orlando, Fl04.2022
Medical Billing and Coding -
Florida Technical College
Orlando, FL07.2020
Skills
- Hardware diagnostics
- Account updating
- Product troubleshooting
- Call recordkeeping
- User guidance
- Appointment scheduling
- Service support
- Technical documentation
- User support
- Task prioritization
- Time management
- Microsoft Word
- Customer relations
- System optimization
- User training
- Data backup
- Security monitoring
- Technical troubleshooting
- Application installation
- Access management
- Support ticketing systems
- Remote Support
- Incident Management
- Ticketing systems
- System Administration
- Hardware support
- Technical assistance
- Technical solution analysis
- Training and coaching
- Helpdesk operations
- Troubleshooting and diagnostics
- Technical background
Interests
- EXPERT COMPUTER SOLUTIONS MSP- IT SYSTEM ADMINISTRATOR/IT ENGINEER
- RESPOND TO ASSIGNED LEVEL III HELP DESK SERVICE REQUESTS
- TRIAGE AND DISPATCH HELP DESK SERVICE REQUESTS TO A TEAM OF CLIENT SUPPORT ENGINEERS AT VARIOUS LEVELS
- PERFORM STANDARD CHANGES RELATED TO MOVES, ADDS, CHANGES, DELETION IN ACCORDANCE WITH DOCUMENTED STANDARDS
- MONITOR AND RESPOND TO ALERT SERVICE TICKETS.
- PROCESS EACH ASSIGNED SERVICE REQUEST TICKETS THROUGH THE CONNECTWISE TICKET SYSTEM.
- PROVIDE COMMUNICATION UPDATES VERBALLY AND IN WRITING DOCUMENTING ALL STEPS OF THE WORKFLOW IN THE TICKET.
Timeline
Regional Support Analyst
SCA Health/United Health Group
09.2023 - 10.2024
Deskside Support Analyst
Bechtel Oil and Gas
11.2022 - 07.2023
IT SYSTEM ADMINISTRATOR/IT ENGINEER
EXPERT COMPUTER SOLUTIONS MSP
01.2022 - 11.2022
Technical Support Analyst
AFLAC Group Insurance
05.2018 - 01.2022
Workstation Support Technician
Blue Cross Blue Shield Columbia SC
10.2017 - 04.2018
IT Specialist/LAN Manager
US Army
03.2010 - 10.2017
IT Specialist/LAN Manager
US Army
03.2010 - 10.2017
Information Technology - Cyber Security
Florida Technical College
Medical Billing and Coding -
Florida Technical College
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