Open To Work
RYAN COVINGTON
McCalla,Alabama
Summary
Technical Analyst with a strong background in delivering data-driven solutions to enhance business processes. Skilled in troubleshooting and providing timely technical support to end-users, effectively restoring functionality and minimizing downtime. Proven track record in managing projects and collaborating with stakeholders to achieve operational goals.
Overview
21
21
years of professional experience
Work History
Technical Support Specialist 3
Southern Company
Birmingham, AL
04.2025 - 08.2026
- Executed technical support and troubleshooting for end-users, restoring hardware and software functionality.
- Communicated with customers to identify issues, guiding them through solutions for timely resolution.
- Coordinated repairs with EMS personnel to resolve front-line issues and minimize downtime.
- Identified and diagnosed software and hardware issues for Southern Company's energy solutions.
- Conducted remote troubleshooting sessions to improve overall customer experience.
- Monitored primary SCADA and ancillary systems daily for health and availability.
- Trained new staff on support procedures and troubleshooting techniques.
- Provided input on process improvements and customer feedback to enhance service delivery.
- Helped streamline repair processes and update procedures for support action consistency.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Monitored system performance to identify potential issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Managed high levels of call flow and responded to technical support needs.
Technical Analyst
Fiserv
Birmingham, AL
12.2006 - 04.2024
- Delivered third tier customer support for clients and locations, resolving complex technical issues beyond client care team's scope to enhance user satisfaction.
- Resolved client issues related to network connectivity, Active Directory, and DNS.
- Troubleshooting hardware related issues including virtual machines
- Installed and configured new hardware, including servers, workstations, optical drives, tape backups, scanners, and printers, to support client operations.
- Assisted clients with drive mapping using VB scripts.
- Generated batch files to facilitate installation for the implementation group. for the implementation group to help them with their installs
- Have implementation, integration and maintaining SQL server experience including troubleshooting any issues that may arise within our clients' environment
- Managed multiple projects simultaneously, ensuring deadlines were met and objectives achieved.
- Oversaw project initiatives, coordinating tasks to ensure timely completion and alignment with client needs.
- Monitored alignment of individual development teams with policies, suggesting changes and remediation efforts where needed.
- Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals.
- Diagnosed software issues and applied troubleshooting techniques to resolve problems.
- Consulted with sales personnel to answer customer questions with statistical analyses presented in easily digestible formats.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
- Standardized technical operations reporting parameters to reduce wasted and redundant effort across multidisciplinary teams.
Network Engineer / Contractor
ACP Incorporated
Birmingham, AL
04.2005 - 12.2006
- Configured Cisco routers, HP switches, and Packeteer Packet Shaper to enhance network performance.
- Installed new network drops to improve access to network resources.
- Upgraded and converted the computer infrastructure at various HEALTHSOUTH facilities.
- Restored, configured, and tested software on new computer infrastructure, ensuring institution's normal operations.
- Backed up existing data on current computer infrastructure to facilitate seamless new server installations.
- Resolved issues during facility operations to maintain smooth functionality.
- Install and configure print servers, printers and other peripherals
- Worked on Citrix interface for end users' interface for end users
- Collaborated with project management to ensure proper installation of workflow and equipment.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Collaborated with teams in disaster planning, network backup and recovery process monitoring.
- Led team development and assisted in project management coordination.
- Reviewed technical specifications from clients and vendors to confirm adequacy, accuracy and functionality.
- Oversaw development and maintenance of computer systems, server upgrades and operating systems.
- Installed, supported and maintained company hardware and software infrastructure according to best practices.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Trained new team members to apply best coding best practices and proper use of development tools.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
Bachelor of Science Degree - Information Systems
University of Alabama at Birmingham
Birmingham, AL01-2004
Jefferson State Community College
Birmingham, AL01-2001
Skills
- Technical support
- Remote technical support
- On-site support
- Troubleshooting techniques
- Testing and diagnostics
- Setup and installation
- System installation
- IT infrastructure
- Incident management
- System monitoring tools
- Technical documentation
- IT standards
- Problem-solving
- Effective communication
- Written communication
- User needs assessment
Work Preference
Job Search Status
Open to workWork Type
Full TimeContract WorkLocation Preference
On-SiteRemoteHybridLocation: Birmingham, AL
Open to relocation: No
Timeline
Technical Support Specialist 3
Southern Company
04.2025 - 08.2026
Technical Analyst
Fiserv
12.2006 - 04.2024
Network Engineer / Contractor
ACP Incorporated
04.2005 - 12.2006
Bachelor of Science Degree - Information Systems
University of Alabama at Birmingham
Jefferson State Community College