Jalen Bryant
Tempe,AZ
Summary
Driven Technology Specialist with 5 years' success employing technological expertise to assist businesses. Adept in providing high-quality technical support by troubleshooting, resolving issues and communicating results to the user. Gifted listener and problem-solver with a penchant for determining best plan of action and most effective solutions. Complex problem-solver with analytical and driven mindset. Dedicated to achieving demanding development objectives according to tight schedules.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technology Support Specialist
Caliber Companies
11.2023 - Current
- Manage the global administrator role for the company's Microsoft tenant
- Responsibilities include administration of Microsoft 365 Admin Center, Entra, Exchange Online, Teams Admin Center, SharePoint, and Microsoft Defender
- Manage on-premises Active Directory server, monitor health, and create/maintain Group Policy objects
- Use NinjaRMM for endpoint management, including running scripts, pushing software and updates, and monitoring health
- Utilize Sophos Endpoint Protection to ensure all hosts are protected by a viable antivirus
- Manage on-premises Sophos firewall appliance and perform various networking maintenance for company headquarters, including routing, switching, DNS, and DHCP
- Create and use PowerShell scripts to automate tasks such as software and server maintenance
- Set up, configure, and maintain a SIEM called Datadog within the company's IT environment/infrastructure, spanning on-premises servers and cloud applications (Microsoft Azure AD, OneDrive, SharePoint, Teams, etc.)
- Create automation using a combination of PowerShell and Workato, a cloud-based automation platform, to automate tasks between platforms
- Perform Help Desk duties, tending to Level I and Level II user issues, as well as escalated networking or server-related issues
- Support approximately 120 users
- Develop user-friendly training materials to facilitate quick adoption of new technologies
- Manage incident ticketing system effectively, prioritizing urgent requests and escalating critical issues when necessary
Senior User Technology Specialist
City Of Phoenix/Insight Global
05.2023 - 11.2023
- Contract Assignment
- Deploy, troubleshoot, and maintain desktops, laptops, and tablets for various stakeholders throughout the Water Services Department
- Created PowerShell scripts to solve complex problems, automate various tasks, and collect information from Active Directory, SCCM/MECM, and network devices
- Assigned and routed incoming tickets/service requests to appropriate technicians and IT departments
- Planned, prepared, and deployed user/department-specific hardware and software as part of a city-wide PC Refresh Project
- Maintained users, computers, security groups, and OUs using RSAT Tools and PowerShell
- Maintained users and devices in SCCM/MECM using the SCCM/MECM console and PowerShell
- Imaged various devices via PXE boot
- Utilized company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Mentored junior team members in best practices for technology use, fostering a culture of continuous learning and improvement
- Played an instrumental role in streamlining communication channels between different departments through efficient utilization of collaboration tools
- Implemented effective change management strategies to facilitate smooth adoption of new systems and processes among users
- Logged updates on support tickets to communicate status to users and managers
- Managed network infrastructure upgrades, ensuring minimal downtime for end users
- Provided technical support to 3000+ clients on average
IT Security Compliance Analyst II - GRC
WPS Health Solutions
03.2022 - 05.2023
- Communicated control requirements to organizational teams as needed
- Coordinated with technical and non-technical teams to meet compliance requirements (NIST SP 800-53, NIST SP 171, NIST SP 88, CMS ARS)
- Worked with auditors to fulfill audit requests by providing compliance evidence
- Led and assisted efforts to complete ongoing audits (SSAE18, Section 912)
- Created reports, dashboards, and records to track data in ServiceNow
- Developed documentation to help organizational teams with control compliance attestation
- Validated results and performed quality assurance to ensure data accuracy
- Collaborated with cross-functional teams to identify process improvement opportunities and increase efficiency
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders
- Identified and resolved problems through root cause analysis and research
- Enhanced internal knowledge sharing by creating comprehensive documentation outlining standard operating procedures for various tasks
- Identified trends and patterns in large datasets, leading to actionable insights for business growth
IT Systems Admin
H&S Technical Services
11.2021 - 03.2022
- Installed, configured, and maintained an SCCM/MECM server within the company's domain.
- Successfully deployed compliant applications to clients/hosts using SCCM/MECM.
- Managed the Active Directory Forest, including GPOs, security groups, users, and devices.
- Maintained and troubleshooted O365 suite via O365 Administration.
- Handled maintenance and troubleshooting of LAN/WAN/VPN connectivity for company hosts.
- Tracked and resolved various desktop issues.
- Conducted Audio Visual duties to maintain various technologies within the organization.
- Provided support for approximately 80 users.
- Coordinated data backup strategies to protect critical business information from loss or damage.
- Developed comprehensive documentation for IT processes and procedures to facilitate knowledge transfer among team members.
- Proactively identified and resolved potential issues to minimize downtime.
- Enhanced user experience by troubleshooting application issues and collaborating with developers on necessary updates or enhancements.
- Evaluated emerging technologies for potential integration into existing systems architecture to provide additional benefits or improvements.
- Managed critical infrastructure upgrades to ensure minimal disruption to business operations during transitions.
IT Help Desk Technician
Grand Canyon Education
07.2017 - 04.2021
- Provide technical support to various stakeholders for both hardware and software-related issues.
- Maintain the functionality of classroom equipment, such as the podium's desktop, sound, display, and projector.
- Ensure network connectivity for students connecting via Ethernet and coordinate with Network Administration for troubleshooting, if needed.
- Navigate Active Directory to troubleshoot various Authentication and Identity Management related issues effectively.
- Communicate with in-person and remote employees over the phone while troubleshooting hardware/software.
- Collaborate with co-workers and other IT teams to resolve various issues and escalations.
- Guide students on proper computer usage and troubleshoot student laptops.
- Configure hardware, devices, and software to set up workstations for employees.
- Reduce downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Maintain accurate records of all help desk interactions to improve the analysis of recurring issues and identification of areas requiring additional support resources.
- Respond to support requests from end-users and patiently guide individuals through basic troubleshooting tasks.
- Collaborate with supervisors to escalate and address customer inquiries or technical issues.
- Resolve a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Master of Science - Software Development
Grand Canyon University
Phoenix, AZ12.2025
Bachelor of Science - Bachelor of Science in Information Technology with an Emphasis in Cybersecurity
Grand Canyon University
Phoenix, AZ04.2017
Skills
- Help Desk Management
- Incident Management
- IT Security Management
- Cybersecurity best practices
- Technical Troubleshooting
- Wireless Networking
- PowerShell
- C (Beginner)
- HTML / CSS (Beginner)
SCCM/MECM
- Project Management
- IT Compliance
- Office 365
- Microsoft Admin Center (Global Administrator)
- Exchange Online
- TCP/IP Troubleshooting
- Networking
- Virtual Machines
- Server Administration
- Sophos
Certification
CompTIA Network
Security Clearances
ADP II Interim Security Clearance
Extracurricular Activities
GCU Track & Field Team – NCAA Division I (2017-2020) Practical Coding Practice via CodeCademy
Timeline
Technology Support Specialist
Caliber Companies
11.2023 - Current
Senior User Technology Specialist
City Of Phoenix/Insight Global
05.2023 - 11.2023
IT Security Compliance Analyst II - GRC
WPS Health Solutions
03.2022 - 05.2023
IT Systems Admin
H&S Technical Services
11.2021 - 03.2022
IT Help Desk Technician
Grand Canyon Education
07.2017 - 04.2021
Master of Science - Software Development
Grand Canyon University
Bachelor of Science - Bachelor of Science in Information Technology with an Emphasis in Cybersecurity
Grand Canyon University
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