Brian Riggs

Investigated new and emerging software applications within state government agencies to design, select, implement and use administrative information systems effectively.

• Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
• Wrote and maintained custom scripts to increase system efficiency and performance time.
• Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
• Installed, configured, tested and maintained operating systems, application software and system manage
• Improved and deployed existing systems including billing automation, accounting and real-time reporting and analytics capabilities.
• Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

• Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
• Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and state government policies.
• Deployed workstation devices across multiple facilities, connecting all hardware to central network hubs for multi-site interconnectivity.
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Answered and triaged requests for assistance in order to provide top-notch support.
• Investigated and corrected problems with printers, copiers and other peripheral devices.
• Managed system-wide operating system and software deployments, as well as related software upgrade problems.

• Carefully explained all aspects of running cable system to customers.
• Researched and recommended network and data communications hardware and software.
• Adapted and modified standard techniques, procedures and criteria to solve complex problems.
• Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
• Installed, maintained and supported voice/data applications.
• Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
• Identified service improvement opportunities.
• Identified poor quality lines and underlined circuits.

• Referred major hardware and software problems and defective products to vendors or technicians for service.
• Applied performance tuning techniques.
• Recommended data standardization and usage to ensure data integrity.
• Documented all server and network problems and other unusual events in detail.
• Provided base level IT support to non-technical personnel within the business.
• Installed software, modified and repaired hardware and resolved technical issues with a variety of diagnostic tools.
• Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
• Defined and documented technical best practices.