BRYANT LENOIR
Aubrey,TX
Summary
Dynamic Technical Support Engineer with a proven track record of leveraging internal and external relationships to resolve complex issues effectively. Expertise in collaborating with vendors, colleagues, and stakeholders to enhance ticket response times and overall service quality. A commitment to combining technical knowledge with strong interpersonal skills ensures the delivery of exceptional support experiences. Passionate about driving continuous improvement through teamwork and strategic partnerships.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Support Engineer III
HID
08.2021 - 08.2025
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed root cause analysis of reported issues to enact corrections.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Delivered Tier-3 support and SME input to internal and external customers.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Documented faults and bugs for referral to development staff for use in updates.
- Responded to customer inquiries and provided technical assistance over phone.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
Implementation Coordinator
Jack Henry & Associates
07.2020 - 07.2021
- Evaluated and defined internal and customer needs, implementing processes to address requirements.
- Organized project implementation resources and leveraged expertise to assist organizational rollout.
- Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
- Led custom product training and deployment to meet organizational goals.
- Coordinated and managed internal projects and assignments to deliver seamless rollout.
Director of Implementation Services, Technical Directors/Managers
ABCORP CCS INC
04.2012 - 02.2020
- Actively engage with new business scoping & estimating activities, including providing resource estimates.
- Support the scoping of projects by providing project resource estimates that represent the level of effort required to support the projects/initiatives.
- Manage team allocation by ensuring that each associate has a manageable workload and reallocating resources as needed.
- Work closely with other team members on various project and initiatives.
- Develop relationships across the organization and listen to the needs of internal and external customers.
- Cultivate open communication with customers, and business partners in an effort to identify opportunities to improve processes and methodologies.
- Establish clearly defined goals, objectives and responsibilities for each member on the team.
- Coach, mentor and develop team members.
- Ensure team members are appropriately trained to handle day to day activities.
- Provide coaching and performance feedback through one-on-one meetings, staff meetings and other communication as appropriate.
- Manage day to day team member issues and conflict resolution.
- Keep abreast of industry trends and best practices, market data and new product rollouts.
- Manage relationship with all financial institution contacts to provide key leadership and oversight to large client implementations.
- Provide leadership to multiple implementations and facilitate the cross project / cross functional team to develop and implement solutions to address our clients' requirements.
Technical Support Representative, Computer User Support Specialists
Demoteller Systems Inc.
09.2009 - 03.2012
- Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems, reproducing issues in a local environment, and testing proposed fixes from engineering.
- Common sense and organizational skills to address challenging and complex questions in an adaptive, high-tech environment.
- Multi-tasking and time-management to prioritize and switch between varied tasks.
- Technical writing skills to create and maintain Knowledge Base articles.
- The ability to work both independently and collaboratively.
Education
Semiconductor Manufacturing Tech
Texas State Technical College
Sweetwater, TXSkills
- Demonstrated ability to manage multiple resources across multiple locations who are working on complex projects and tasks simultaneously
- Strong collaborative, influencing, leadership and decision-making skills
- Excellent written and verbal communication skills
- Able to foster and maintain strong, collaborative working relationships with management, support staff, and third party vendors
- Ability to multi-task in a challenging, fast paced organization
- Make decisions based on a broad range of issues, within and outside the control of the day to day working environment
- Provide strategic analysis and consult with senior leaders
- Identify, define and execute upon opportunities for improvement and recommend alternative solutions to process inefficiencies
- Highly organized, with exceptional time management and multitasking skills
- Exceptional problem solving, analytical, and project consulting skills
- Excellent computer skills, with experience in Microsoft Office, Outlook, and Adobe Professional
Certification
SAFe Scrum Master (SSM), Scaled Agile, Inc. - 2025
Timeline
Technical Support Engineer III
HID
08.2021 - 08.2025
Implementation Coordinator
Jack Henry & Associates
07.2020 - 07.2021
Director of Implementation Services, Technical Directors/Managers
ABCORP CCS INC
04.2012 - 02.2020
Technical Support Representative, Computer User Support Specialists
Demoteller Systems Inc.
09.2009 - 03.2012
Semiconductor Manufacturing Tech
Texas State Technical College