Bryan Cole

• Managed a team of 7 employees at a government agency, providing advanced troubleshooting to VIPs.
• Created and managed reports for upper-level management about all aspects of IT Technical Management including SLA.
• Documented support interactions for future reference.
• Managed and motivated employees to be productive and engaged in work.
• Developed and implemented a plan for the Service Management/IT ticket system called Ivanti (Service Now comparable)
• Controlled costs to keep business operating within budget
• Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
• Developed key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
• Guided organizational technology strategy and roadmaps.

• Managed a group of 8 employees and conducted performance evaluations.
• Created and managed reports to upper-level management about all aspects of IT Technical Management including SLA
• Managed the selection, performance and development of staff to improve team effectiveness for both local and remote employees
• Provided weekly database status and performance reporting in order to assist the Infrastructure Manager
• Work with the IT Director to establish and operationalized Service Level Agreements for key services
• Developed and implemented a plan for the Service Management/IT ticket system called Ivanti (Service Now comparable)
• Developed a strong working partnership with key stakeholders including HR, Store Management, Marketing, Accounting and Executives to development new strategies that made since for the organization
• Maintained a satisfactory service delivery and incident resolutions in accordance with service level agreements
• Monitoring breaching SLA’s along with reviews escalated and assigned tickets with the IT Team to ensure case progression and a resolution is obtained
• Recruited, trained and supported help desk technicians and representatives.
• Used ticketing systems to manage and process support actions and requests.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

• Managed a group of 9 IT employees
• Was onsite IT staff and remote staff for other offices
• Provided IT assistance to the attorneys and staff in a timely manner
• Maintained a satisfactory service delivery and incident resolutions in accordance with service level agreements for both
• Responsible for project management from kickoff to final completion; manages multiple projects with strong discipline and risk management practices along with the Ops Manager and System admin
• Monitoring breaching SLA’s along with reviews escalated and assigned tickets with the IT Team to ensure case progression and a resolution is obtained
• Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
• Develop key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
• Provides staff support for administrative tasks and projects relative to the Desktop, Laptop, Printer and Telephone functions
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Used ticketing systems to manage and process support actions and requests.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.

• Managed a team of 5 employees overseeing day-to-day operations and managing the helpdesk
• Established team priorities, maintained schedules and monitored performance.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Oversaw development and implementation of improvements to support and network operations.

• Managed a group of 9 employees on a high-level fortune 10 company met SLAs within 5%
• Answering Phone calls in a timely manner
• Documented support interactions for future reference.
• Create and manage reports to upper-level management about all aspects of IT Technical Management including SLAs
• Used ticketing systems to manage and process support actions and requests.
• Communicates major non-trending outages to customers and IT providers, including filling the role of incident commander during outage bridge calls
• Provide weekly database status and performance reporting in order to assist the Project Manager
• Develops key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Monitored systems in operation and quickly troubleshot errors.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Translated complex technical issues into digestible language for non-technical users.
• Accomplished multiple tasks within established timeframes.

• Managed a group of 7 employees on a high-level fortune 100 account met SLA within 10%
• Project manager for a high-level fortune one hundred account
• Self-motivated, with a strong sense of personal responsibility.
• Developed and maintained courteous and effective working relationships.
• Install, configuration, testing, and troubleshooting/Break fixing end-users servers, desktops, laptops, PDAs, network hardware and peripherals in order to deliver required service level
• Assist with troubleshooting and attempt to fix known issues in a timely manner
• Windows 10 Enterprise operating system deployment
• Proven ability to learn quickly and adapt to new situations.
• Active Directory setup and maintenance
• Deploying computer images on Pc's and Laptops
• Maintained Remote Server clean-up and setup
• Trained new team members by relaying information on company procedures and safety requirements.
• Coached team members in techniques necessary to complete job tasks.

• Set up PCs, projectors and microphones for use in video conferencing rooms.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Maintained office PCs, networks and mobile devices.
• Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
• Researched and identified solutions to technical problems.
• Configured hardware, devices, and software to set up work stations for employees.
• Created user accounts and assigned permissions.
• Installed and configured operating systems and applications.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Installed, configured and maintained computer systems and network connections.
• Tested new software and hardware prior to deployment.

My academic journey at Metropolitan State University was marked by a rigorous and dynamic curriculum in Computer Science, complemented by a minor in Mass Communication. Pursuing this degree equipped me with a strong foundation in the principles of computer science and its practical applications.

Key Highlights:

- Online Learning Excellence: Successfully completed the entire program through online classes, showcasing adaptability, self-discipline, and effective time management.

- Specialization in Computer Science: Gained in-depth knowledge in programming languages, algorithms, software development methodologies, and database management systems.

Capstone Project: Demonstrated practical skills and problem-solving abilities through a comprehensive capstone project, contributing to real-world applications of computer science.

Extracurricular and Achievements:

- Participation in Coding Competitions: Engaged in coding competitions, demonstrating problem-solving skills and a passion for continuous learning.

- Collaborative Projects: Worked on collaborative projects, fostering teamwork, effective communication, and the ability to deliver results within project timelines.