Bryan Vaughn
Fort Worth,TX
Summary
IT professional with significant experience in troubleshooting, network administration, and system maintenance. Known for strong focus on team collaboration and consistently delivering results. Adaptive and reliable, skilled in hardware and software support, cybersecurity practices, and customer service.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Technician
American Airlines
Fort Worth, TX
09.2024 - Current
- Provides resolution to problems that can be solved over the phone, and when necessary, refers more complex problems to a qualified support technician
- Provides first level support to end users for PC hardware and Network (Windows7/Windows XP environments) and Mainframe (UNIX/IBM) environments
- Conducts problem determination for the Technology areas, including Voice, WAN, LAN, PC, Laptop, Printer, Password Resets, Dot Matrix printers, etc.
- May interact with internal and external support teams and third party vendors to identify and correct core problems
- Simulates or recreates user problems to resolve operating difficulties
- Maintains daily awareness of outages and issues system wide
- Escalates incidents to escalation teams to ensure customer resolution
- Provides timely communication (oral or written) to the Level 2 support or other management personnel, as needed
- Promptly consults Level 2 support or other management personnel regarding quality issues to determine acceptability or course of action
- Works overtime as necessary and when approved
- Maintains confidentiality regarding employee, company, and customer information
- Demonstrates commitment to and compliance with all company and departmental policies, procedures and practices
Business Technology Support Specialist II
Sysco
Fort Worth, TX
10.2021 - 09.2024
- Prioritize support calls using enterprise ticketing system and manage tickets with frequent updates, as well as escalating aging tickets, and trends as required.
- Purchase new equipment, repair parts, mice, keyboards, batteries, printer toner, supplies, etc. for workstations, laptops and peripherals devices from the approved standards list through Corporate IT Purchasing.
- Ensures software and hardware standards are adhered to at all times based on guidance from Corporate
- Contribute to the development of policies and procedures.
- Ensuring software license compliance with all installed software
- Responsible for imaging workstations using the standard images
- Maintains and adheres to current system security policy
- Ensure client agents for discovery tools, anti-virus and patch compliance updates are maintained at the most current levels
- Provides secondary on-site support and knowledge transfer to the Desktop/Laptop support team and the Support Specialist I associates as required.
- Account administration and support for Order Entry applications
- Assists with desktop hardware relocation where required.
- Responsible for local printers/copiers/faxes network connectivity, preliminary troubleshooting, toner replacement and coordination of third party on-site support.
- Responsible for and/or assists in special projects as assigned to include product evaluations and roadmap planning sessions.
- Maintain reliable “Hot Spare” Laptop/Desktop systems
- Train and assist end users to effectively utilize the enterprise ticketing system
- Dispose of old computer equipment utilizing approved recycling vendors.
- Provide onsite hands on support for devices supported by Infrastructure support teams.
- Provides telephone and mobile phone support, including voicemail and account administration, deployment/replacement of equipment.
- Assists with support of wireless access points, VPN connectivity, and company issued mobile telephone devices.
- Provides after hours and round-the-clock support for emergency trouble calls when needed.
Network Administrator
Sky Frequency
Madison, MS
06.2019 - 12.2021
- Maintained network hardware and software and monitored network to support network availability to end users.
- Configured networks for smooth, reliable operation to meet business processes and objectives.
- Authored documentation for system configuration and troubleshooting.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Planned annual budgets to fund IT projects and control spending.
- Managed computer operation scheduling, backup, storage and retrieval functions
End User Support Specialist
UMMC, The University of Mississippi Medical Center
Jackson, MS
05.2014 - 03.2019
- Patiently walked individuals through basic troubleshooting tasks.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Imaged and prepared new computers for integration into company networks and systems.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Designed strategic plan for component development practices to support future projects.
- Undertook technical maintenance of various database systems.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
Education
Associate in Science (AS) - Computer Networking
Holmes Community College
Ridgeland, MS12-2012
Associate's degree - Information Technology
ITT Technical Institute
Bessemer, AL12-2007
Skills
- DHCP
- Oracle
- Computer networking
- Software troubleshooting
- Help Desk
- Microsoft Exchange
- Project management
- VPN
- Citrix
- Workday
- WAN
- Operating systems
- TCP
- SQL
- PowerShell
- Sales
- System Administration
- Troubleshooting
- Active Directory
- Azure
- Leadership
- Microsoft SQL Server
- VoIP
- IT project management
- Operating Systems
- Network installation
- Network Firewalls
- Information Security
- POS
- DNS
- Network Support
- ServiceNow
- System security
- LAN
- Help desk
- Windows
- Network support
- Technical Support
- Remote access software
- Authentication
- Team management
- Application Support
- System Security
- Network administration
- Microsoft Windows
- IT support
- Computer Networking
- Firewall
- Remote Access Software
Certification
- CompTIA Security+
- CompTIA Network+
Additional Information
Authorized to work in the US for any employer
Languages
English
Native or Bilingual
Timeline
IT Technician
American Airlines
09.2024 - Current
Business Technology Support Specialist II
Sysco
10.2021 - 09.2024
Network Administrator
Sky Frequency
06.2019 - 12.2021
End User Support Specialist
UMMC, The University of Mississippi Medical Center
05.2014 - 03.2019
Associate's degree - Information Technology
ITT Technical Institute
Associate in Science (AS) - Computer Networking
Holmes Community College