Summary
Overview
Work History
Education
Skills
Timeline
Generic

Briyana Ezell

Chicago,United States

Summary

Insightful IT professional with over 5 years of experience in customer service, IT support, and IT department management. Expertise includes providing white glove support, managing vendors, creating policies, and offering hands-on technical assistance. Excels in providing database application support, documenting system progress and issues, managing licenses, converting data for new applications, refining existing programs, and planning the integration of new technologies. Skilled in advanced troubleshooting across various mediums to resolve customer environment issues, such as installation problems, best practice configurations, network troubleshooting, and configuring Windows, iPad, Lenovo, and Mac devices. Dedicated and self-motivated individual with a strong willingness to learn and improve. Approaches every task with 100% commitment and exceptional attention to detail. Ability to effectively communicate a vision that inspires and motivates teams while aligning with business strategies.

Overview

10
10
years of professional experience

Work History

Information Technology Manager

Klein Thrope and Jenkins
09.2024 - Current
  • Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
  • Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
  • Managed life cycle replacement of hardware and software.
  • Platform Management: Oversee the entire Empist platform, ensuring optimal performance, availability, and security.
  • Manage system updates, backups, and troubleshooting to ensure minimal downtime and maximum performance.
  • Develop and execute an internal IT strategy aligned with KTJ's growth and digital transformation goals.
  • Identify, propose, and lead IT improvement initiatives to enhance productivity and efficiency.
  • Maintain accurate documentation for IT processes, hardware/software inventory, and system configurations.
  • Audits ticket documentation, completion, and other service-related metrics.


Information Technology Support Analyst

Guggenheim Partners
02.2024 - 09.2024
  • Provided advanced technical support for Citrix environments, troubleshooting complex issues related to virtual desktops and application delivery, ensuring minimal downtime and optimized performance
  • Managed and resolved user issues with iPhones, including configuration, synchronization, and application troubleshooting, enhancing mobile productivity and user satisfaction
  • Delivered comprehensive support for Windows 10/11 systems, including installation, configuration, and maintenance, while effectively managing updates and addressing system vulnerabilities
  • Utilized the ServiceNow ticketing systems to track and manage support requests, ensuring timely resolution and adherence to service level agreements (SLAs)
  • Coordinated with cross-functional teams to resolve complex issues involving multiple technologies, ensuring a seamless and integrated support approach
  • Diagnosed, troubleshot, repaired, and configured intricate software and networked systems, utilizing expertise in Citrix, Windows 10/11, and IGEL devices to resolve issues and enhance system performance
  • Provided executive-level technical support, addressing complex issues related to software, networked systems, and mobile devices, ensuring high-priority customers received prompt and effective solutions
  • Administered and supported Microsoft Intune, managing device policies, application deployments, and configurations to ensure secure and compliant endpoint management
  • Troubleshot and resolved complex issues with Microsoft Intune, including device enrollment, policy enforcement, and application management, optimizing user experience and system performance
  • Implemented best practices for mobile device management (MDM) using Intune and BlackBerry Work, including policy creation, compliance monitoring, and security enforcement
  • Support 20-30 End Users a day.
  • Developed comprehensive documentation of IT procedures, facilitating efficient knowledge transfer among team members.
  • Assist in the Active Directory administration including adding and removing users, groups, and managing user permissions
  • Coordinated with external vendors to facilitate timely resolution of escalated support tickets.
  • Analyzed root causes of recurring technical issues, developing long-term solutions that significantly reduced ticket volume over time.
  • Diagnosed and executed resolution for network and server issues.
  • Reduced downtime for users with proactive monitoring and maintenance of the Office 365 environment.
  • Supported remote users by troubleshooting VPN connectivity issues ensuring seamless access from offsite locations.
  • Managed Active Directory services including user account creation, group policy implementation, and access management to maintain secure environments while providing necessary resources for users.
  • Experience working with Global Users in multiple time zones
  • Assisted the Blackberry Work to Intune MDM migration
  • Assisted the Skype to TEAMS migration

IT Help Desk Manager

Baird & Warner Real Estate
03.2023 - 08.2023
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance
  • Provide leadership and guidance to the IT team, fostering a collaborative and innovative work environment
  • Coordinated IT operations activities to deliver smooth flow of daily business needs
  • Collaborate with the senior director of information technology to establish departmental goals and objectives
  • Conduct regular team meetings to discuss priorities, challenges, and training opportunities
  • Provide escalated support for complex technical problems
  • Maintain and created accurate and up-to-date documentation of support processes and procedures
  • Lead IT projects from initiation to completion, ensuring timeline, budget and objectives are met
  • Collaborate with other departments to identify and address technology needs
  • Develop and maintain project documentation
  • Implement strategies to enhance the\ overall user experience
  • Actively monitored and managed SLAs and individual tickets for both the Service Desk and our extended IT team, with our freshservice case management tool
  • Managed relationships with external vendors, service providers, and consultants, ensuring timely delivery of services and adherence to service level agreements
  • Manage systems such as GOOGLE WORKSPACE, Active Directory, JIRA, AZURE, SCCM, VPN and more
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance
  • Participated in ongoing professional development opportunities to stay current with industry best practices.
  • Recruited, trained and supported help desk technicians and representatives.
  • Documented support interactions for future reference.
  • Managed help desk consisting of 6 employees and conducted performance evaluations.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Served as the primary point of contact for executive-level support requests, ensuring prompt and professional resolution of high-priority concerns.
  • Developed comprehensive training programs for new hires to quickly acclimate them to company systems and processes.
  • Implemented an efficient escalation process that ensured complex issues were addressed by appropriate subject matter experts in a timely manner.
  • Conducted regular reviews of technician performance, identifying strengths and areas requiring further development or coaching.

IT Field Support Technician

PNC Financial Services Group
12.2020 - 03.2023
  • Supervise end-user requests; troubleshoot, diagnose, and repair hardware (Windows, Dell, and Mac), software, network, and peripherals issues
  • Manage new employee (onboarding) - collecting requirements, purchasing, imaging, setup, deployment, education and follow up
  • Manage employees that leave the company (offboarding) - collecting equipment, and disabling accounts
  • Provides white glove IT executive and corporate support services, troubleshooting and system operation
  • Provide database application support, creating, and maintaining documentation regarding system progress, problems, and licenses, converting data for new applications, refining current programs, and planning and preparing integration of new and upgraded technologies
  • AV equipment setup/troubleshooting
  • Manage systems such as TEAMS, Active Directory, Exchange, and Office O365, SCCM, VPN and more
  • Manage conference rooms - managing and troubleshooting Creston systems, TVs, and related peripherals
  • Attain a high first level call closure rate by using a wide range of remote software tools to troubleshoot and resolve desktop, server, and network problems
  • Managed real-time tickets using the SERVICE NOW ticketing system
  • Diagnosed and executed resolution for network and server issues
  • Manage development and maintenance of computer systems, server upgrades and operating systems
  • Collaborate on network development, implementation and maintenance of routers, switches, firewalls and NAC and WAN optimization.
  • Assisted with the user experiences of the Lenovo to Microsoft Conversion
  • 6+ Branch Equipment Refreshes

Advanced Technology Manager

Pnc Financial Services Group Inc
03.2019 - 12.2020
  • Appointed to serve as employee mentor/coordinator for selected technology advocates on for city south region, providing performance feedback and coaching for complex technology banking concepts and engagement tactics
  • Coached and provided technical support resources to technology advocates using PNC's installed products and software so that the knowledge can be implemented for an aligned customer experience throughout the company
  • Facilitated training and resources for city south region, via in person, virtually and over the phone
  • Provided technical support and guidance with PNC's software around utilization and app troubleshooting to ensure a great customer experience
  • Collaborated closely with IT partners and other branch managers for project execution, serve as a liaison between IT partners and project managers through the project life cycle
  • Coached, mentored staff 20+ members to become the technology advocates, including conducting performance reviews.
  • Ensured smooth integration of new acquisitions into existing technology infrastructure with minimal disruption to daily operations.
  • Managed implementation of new technological improvements resulting in increased efficiency.


Branch Banker (L)(MLO)

PNC Financial Services Group
03.2018 - 09.2020
  • Managed 300 plus customer accounts independently by building personal relationships and assessing their financial profile including job status, financial history, and literacy
  • Trained and mentored junior banking staff to maximize performance, efficiency, and compliance
  • Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse
  • Assisted senior-level credit officers with complex loan applications
  • Level 10 CiQ score consecutively for 5 quarters, the highest CiQ score at PNC.
  • Ensured compliance with bank policies and regulatory requirements to maintain a secure environment.
  • Improved customer satisfaction by providing personalized banking solutions and efficient service.
  • Delivered exceptional service through effective communication skills, empathy towards clients'' needs, problem-solving abilities, and attention to detail in daily tasks.
  • Optimized branch performance by analyzing key metrics and implementing targeted action plans.

Technology Specialist

Apple
06.2015 - 03.2018
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
  • Translated complex technical issues into digestible language for non-technical users
  • Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
  • Increased sales by offering consultation on products and services and applying customer service and upselling techniques
  • Served as liaison for Apple, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up, and customer relations
  • Retained excellent client satisfaction ratings through outstanding service delivery.

Education

Bachelor of Science -

Western Governors University
Salt Lake City, UT
10-2026

Associate of Science -

Parkland
Champaign, IL
08.2016

Engineering -

Harlan High School
Chicago, IL
06.2013

Skills

  • Application support
  • Support ticketing systems
  • Incident Management
  • ITIL Processes
  • Remote Support
  • Software Installation
  • Mobile Device Management
  • Hardware Configuration
  • User Support

Timeline

Information Technology Manager

Klein Thrope and Jenkins
09.2024 - Current

Information Technology Support Analyst

Guggenheim Partners
02.2024 - 09.2024

IT Help Desk Manager

Baird & Warner Real Estate
03.2023 - 08.2023

IT Field Support Technician

PNC Financial Services Group
12.2020 - 03.2023

Advanced Technology Manager

Pnc Financial Services Group Inc
03.2019 - 12.2020

Branch Banker (L)(MLO)

PNC Financial Services Group
03.2018 - 09.2020

Technology Specialist

Apple
06.2015 - 03.2018

Engineering -

Harlan High School

Bachelor of Science -

Western Governors University

Associate of Science -

Parkland

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Briyana Ezell