Ryan Balkaran
Coram,NY
Summary
- Certified (Comptia A+, Network Plus, Security Plus) professional with strong helpdesk/desktop support background. Experienced with providing software, hardware. client/server and networking technical support.
- Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting, and resolving client issues.
- Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and and patience in dealing with frustrated clients.
Overview
10
10
years of professional experience
Work History
Computer Support Analyst LV 3
MTA Metro-North Railroad
11.2023 - Current
- Strong knowledge and familiarity with installing, maintaining, and troubleshooting desktop resources including, but not limited to operating system software, MS Office suite, commercial off the shelf software, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used desktop peripherals.
- Ability to provide technical direction to less senior staff members.
- Ability to design & engineer technical solutions and standards.
- Ability to perform electronic data recovery and computer forensics efficiently utilizing industry standard tools.
- Assist with supporting, maintaining, and administering corporate email system and environment.
- Design and engineer solutions and standards to be applied within the section.
- Perform and coordinate electronic data discoveries, maintaining confidentiality and meeting required deliverable time frames.
Computer Support Analyst LV 2
MTA Metro-North Railroad
New York, NY
04.2022 - 11.2023
- Install, configure, and troubleshoot complex hardware and/or software solutions supporting critical business functions and customer facing services.
- Provide first and second level help desk / desktop support for all IT related technical problems and services.
- Support satellite locations in a timely and effective manner during the installation, maintenance, troubleshooting and repair of all IT related desktop technologies.
- Maintain departmental records in a timely and accurate manner for all IT assets in accordance with MTA policies and procedures.
- Participate in the evaluation of new products and technologies.
- Evaluate user requests and requirements and recommend effective technological solutions.
- Guide less, senior technicians and staff in the performance of their tasks.
Computer Support Analyst
MTA HQ
New York, NY
10.2016 - 04.2022
- Provide Help Desk support for incoming customer calls, voicemail, emails and self-service requests in a 24/7 x 365 environment for all MTA agencies (NYCT, LIRR, MNR, MTAPD, B&T, MTACC, BSC)
- Diagnose/troubleshoot issues relating to desktop resources including, but not limited to operating system software, MS Office suite, commercial off the shelf software, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used desktop peripherals
- Provide support with MTA IT security protocols such as laptop/device encryption and two factor authentication
- Create/escalate Incidents and Work Orders for issues and requests that cannot be resolved at the Service Desk level
- Communicate and coordinate information with resolver groups by providing updates during critical outages network & application) and VIP personal IT requests
Desktop Support Specialist
Associated Press
New York, NY
11.2015 - 10.2016
- Provided internal and external customer support to a consistently high standard over a broad range of technology across all media types (online, text, photos, graphics, audio and video)
- Provided support (Level 1-3) of all technology types as required across both the Windows and Mac platforms
- Experienced in low voltage cabling, patching network ports and setting up various switches, modems, and routers.
- Worked in and provided technical support in TR, NOC and MCR environments
- Consolidated with the broadcast engineers as required, in the routine maintenance and installations of broadcast equipment
- Provided support for various Mobile/PDA devices associated with different wireless vendors
Technology Specialist
NextLevel Practice
New York, NY
03.2014 - 09.2015
- Planned, scheduled and engaged in the complex/comprehensive phases of IT systems implementations.
- Provided level 1-3 help desk support to a client base of over 500 people via phone or remote access & maintained standardized records of all repair/support work and tickets.
- Drastically scaled company marketing and communication via use of social media platforms and creation of Mobile App
- Responsible for training all new hires with company software and IT devices
Education
Computer Information Systems
New York City College of Technology
Brooklyn, NYHigh School Diploma - Computer Systems
Thomas A. Edison Vocational High School
2011
Skills
- ITIL Incident management service processes: ServiceNow, Remedy, Zendesk, Maximo
- Platforms: Windows, Azure, Mac OS, IOS, Android, Unix, Citrix
- Software Applications: MS Office (Outlook,Word,Excel,Powerpoint,Access) MS Exchange, MSO365, Adobe acrobat suite, Anti-Virus apps, Active Directory, Power shell, SCCM
- Hardware Support: Desktop pcs, laptops, wyse boxes,MFP printers, scanners, Telephony systems
- Networking Support: WAN/ LAN Connectivity Routers,Modems, Fire wall installations Low Voltage Cabling TCP/IP, Firewalls, WAN/LAN configurations
- MDM Support: Airwatch, Xenmobile
- Server Support: Windows server (2003, 2008, 2008r2,2012), VMware, Hyper V
- Encryption/Security: McAfee Encryption, Bit Locker, Duo
Timeline
Computer Support Analyst LV 3
MTA Metro-North Railroad
11.2023 - Current
Computer Support Analyst LV 2
MTA Metro-North Railroad
04.2022 - 11.2023
Computer Support Analyst
MTA HQ
10.2016 - 04.2022
Desktop Support Specialist
Associated Press
11.2015 - 10.2016
Technology Specialist
NextLevel Practice
03.2014 - 09.2015
Computer Information Systems
New York City College of Technology
High School Diploma - Computer Systems
Thomas A. Edison Vocational High School
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