Overview
Work History
Education
Skills
Certification
Relocation
Military Service
Personal Information
Timeline
Generic

Ryan Hyland

Brookfield,WI

Overview

25
25
years of professional experience
1
1
Certification

Work History

IT Support Analyst

Hylandr IT and Consulting
Melbourne, FL
11.2023 - 04.2024
  • Developed an IT service targeting friends and family members for 6 months as a means of gauging interest and determining viability before launching an LLC.
  • Achieved resolution for 67 tickets in just half a year.
  • 304 total clients and referrals that signed up via Face Book marketplace (site has been removed as of early April)
  • Used TeamViewer to remotely access various systems.
  • Resolved software and connection glitches for both Iphone and Android devices
  • Helped a few users who had moved from Fairway Mortgage to new companies maneuver through their new IT Help Desk to get the required outcomes.
  • Assisted and pre-tested software before recommendation, prior to purchase.
  • Virtual phone software, Anti-Virus, Email services.
  • Directed user to local repair shops or gave them options for affordable replacements.
  • Performed virus remediation via remote software to run and install, to remove virus and malware, and to protect their system.

Deskside Support Analyst / End User Compute Team

Fairway Independent Mortgage Corporation
Madison, WI
01.2015 - 02.2023
  • Assisted users with on-demand help through phone, remote session, ticketing, and in-person IT-related support for the past 8 years.
  • Highly praised for exceptional performance during a three-year tenure on the help desk, achieving the highest ratings, and garnering positive feedback. Earned a well-deserved promotion to the IT desk-side team in the Madison corporate office.
  • Developed more than 50 knowledge base articles for the IT department, covering general topics as well as those specific to building operations
  • Lead IT team member for a building of over 570 people, 2 training rooms, 1 computer room, 9 conference rooms, and pub.
  • Installed, took care of, and tested all Life Size units and Logitech Rally conference room systems, projectors, microphones, sound systems, and wall control units.
  • Direct point of contact for vendors regarding updates, errors, and changes. Responsible for troubleshooting A/V equipment in the corporate office and assisting with off-site meetings and conferences in the Madison area.
  • Unofficially led four team members for five years, giving IT management from the other corporate office updates on team members' performance, tasks, goals, and projects.
  • Repaired and re-imaged Dell brand laptops and desktops.
  • Facilitated seamless procurement of parts by working closely with suppliers and utilizing online ordering system
  • Updated over 3,000 systems from Windows 7 to Windows 10.
  • Successfully deployed over 1000 systems on Azure and Intune.
  • Managed and tracked inventory for all building equipment
  • Managed my own schedule on a biannual basis
  • Successfully established recycling programs with File 13 and Staples in Madison, resulting in receiving credit for recycled equipment
  • Assisted with Active Directory and password resets for users, granting and removing group permissions as needed.
  • Coordinated with remote users and shipped them refurbished machines or spare systems to negate excessive downtime while waiting on their repaired system.
  • Facilitated seamless communication between upper management and project teams, working closely on assigned projects while adhering to safety protocols. Demonstrated problem-solving skills by successfully configuring remote systems and troubleshooting connectivity problems at executives' homes amidst the Covid crisis.
  • Successfully onboarded both local and remote employees on a regular basis
  • Assisted users with hardware configurations, email setup, and proprietary software usage
  • Provided support for full branch onboarding groups as needed, with the number of new employees varying from 6 to 25 at any one time.
  • Versed in fixing Microsoft Outlook, Word, Excel, Teams errors, and general questions.
  • Trained in Azure and Intune for re imaging systems and software deployment
  • Knowledge of Dell, Ricoh, HP, and Brother, Xerox printers.
  • Including scan to folder and email experience.

Customer Service Representative

Authenticom
La Crosse, WI
05.2012 - 09.2014
  • Provides up-to-date information for all new orders, trouble tickets, and special order modifications during bi-weekly meeting with client and adjusts data per their instructions.
  • Conducted remote desktop sessions to troubleshoot and resolve network connectivity issues, firewall configurations, antivirus software conflicts, and Windows software glitches affecting daily data extraction
  • Investigated common themes in data issues with an Excel table for data-related problems for each Dealer Management System to hasten client mapping requests.
  • Modifies sales, service, and inventory data, per client's specification, through filtering and mapping using in-house software and SQL.
  • Responsible for all new orders, including contacting dealerships for initial setup of data retrieval and export.
  • Maintains file delivery list, verifying that all daily files have been exported on a nightly basis, and canceled cases have been removed.
  • Kept a combined 200 tickets and cases up to date with current information in a call center/help desk environment using Salesforce.
  • Installed various custom software products onto proprietary operating systems with minimal written or verbal guidance.

Munitions Journeyman

United States Air Force
07.1999 - 07.2009
  • Trained personnel on multiple different pieces of software, hardware, procedures, and vehicle training.
  • Demonstrated effective leadership skills in overseeing a team of 16 Airmen during the final phase of my military service.
  • Wrote annual performance reviews, recommendations, awards, and letters to the troops' families and their hometown local papers after being awarded a citation.
  • Successfully trained and supervised 16 staff members each year for four years on software, hardware, procedures, and vehicle operation.
  • Delivered prompt and comprehensive services to various agencies and customers within and outside the base.
  • Developed weekly and quarterly maintenance schedule; 1,280 scheduled/unscheduled work orders, 2nd quarter 2008.
  • Expert revalidation of 102 file management systems records led to zero defects from the wing-level inspection team.
  • Created daily reports in MS Word and MS Excel to send to the Squadron for updates on personnel and equipment.
  • Used Active Directory to grant and restrict specific users from various levels of access to sensitive information.

Education

Associate of Applied Science - IT Support Computer Support Specialist

Western Technical College La Crosse
La Crosse, WI
05.2012

Munitions System Technical School -

Skills

  • Help Desk
  • MAC
  • Desktop Support
  • Service Desk
  • Active Directory
  • Microsoft Windows
  • Mac OS
  • IT Support
  • Technical support
  • TCP/IP
  • Customer service
  • VPN
  • Windows
  • Software troubleshooting
  • Computer hardware
  • IOS
  • Remote Access Software
  • LAN
  • Operating Systems
  • Onboarding

Certification

  • Artificial Intelligence Foundations: Machine Learning, Linkedin Learning, 05/01/2024, Present
  • Putting ITIL Into Practice: Applying ITIL 4 Foundation Concepts, Linkedin Learning, 05/01/2024, Present
  • Intro to Service Management with ITIL 4, Linkedin Learning, 05/01/2024, Present
  • Azure AI Fundamentals (AI-900) Cert Prep: 1 Conversational AI on Azure, Linkedin Learning, 06/01/2024, Present
  • Azure AI Fundamentals (AI-900) Cert Prep: 2 Principles of Machine Learning on Azure, Linkedin Learning, 06/01/2024, Present
  • Azure AI Fundamentals (AI-900) Cert Prep: 3 Computer Vision Workloads on Azure, Linkedin Learning, 06/01/2024, Present
  • CompTIA A+ Core 1 (220-1101) Exam Tips, Linkedin Learning, 07/01/2024, Present
  • Agile Project Management with Jira Cloud: 1 Projects, Boards, and Issues, Linkedin Learning, 07/01/2024, Present
  • Agile Project Management with Jira Cloud: 2 Lean and Agile Processes, Linkedin Learning, 07/01/2024, Present
  • Agile Project Management with Jira Cloud: 3 Advanced Topics, Linkedin Learning, 07/01/2024, Present
  • Atlassian Agile Project Management Professional Certificate, LEARNING PATH, 07/01/2024, Present
  • Putting ITIL into Practice: Problem Management Techniques, Linkedin Learning, 06/01/2024, Present
  • Putting ITIL into Practice: DevOps for ITIL Practitioners, Linkedin Learning, 06/01/2024, Present
  • Scrum: The Basics, Linkedin Learning, 06/01/2024, Present
  • Improve Your ITIL Skills, LEARNING PATH, 06/01/2024, Present
  • Mistakes to Avoid in Agile Project Management, Linkedin Learning, 07/01/2024, Present
  • Microsoft Azure AI Fundamentals (AI-900) Exam Tips, Linkedin Learning, 06/01/2024, Present
  • Cert Prep: Scrum Master, Linkedin Learning, 06/01/2024, Present

Relocation

Melbourne, Florida, Brookfield, Wisconsin, 08, 2024

Military Service

United States Air Force, SSgt

Personal Information

Title: Desk Side Support Analyst

Timeline

IT Support Analyst

Hylandr IT and Consulting
11.2023 - 04.2024

Deskside Support Analyst / End User Compute Team

Fairway Independent Mortgage Corporation
01.2015 - 02.2023

Customer Service Representative

Authenticom
05.2012 - 09.2014

Munitions Journeyman

United States Air Force
07.1999 - 07.2009

Associate of Applied Science - IT Support Computer Support Specialist

Western Technical College La Crosse

Munitions System Technical School -

  • Artificial Intelligence Foundations: Machine Learning, Linkedin Learning, 05/01/2024, Present
  • Putting ITIL Into Practice: Applying ITIL 4 Foundation Concepts, Linkedin Learning, 05/01/2024, Present
  • Intro to Service Management with ITIL 4, Linkedin Learning, 05/01/2024, Present
  • Azure AI Fundamentals (AI-900) Cert Prep: 1 Conversational AI on Azure, Linkedin Learning, 06/01/2024, Present
  • Azure AI Fundamentals (AI-900) Cert Prep: 2 Principles of Machine Learning on Azure, Linkedin Learning, 06/01/2024, Present
  • Azure AI Fundamentals (AI-900) Cert Prep: 3 Computer Vision Workloads on Azure, Linkedin Learning, 06/01/2024, Present
  • CompTIA A+ Core 1 (220-1101) Exam Tips, Linkedin Learning, 07/01/2024, Present
  • Agile Project Management with Jira Cloud: 1 Projects, Boards, and Issues, Linkedin Learning, 07/01/2024, Present
  • Agile Project Management with Jira Cloud: 2 Lean and Agile Processes, Linkedin Learning, 07/01/2024, Present
  • Agile Project Management with Jira Cloud: 3 Advanced Topics, Linkedin Learning, 07/01/2024, Present
  • Atlassian Agile Project Management Professional Certificate, LEARNING PATH, 07/01/2024, Present
  • Putting ITIL into Practice: Problem Management Techniques, Linkedin Learning, 06/01/2024, Present
  • Putting ITIL into Practice: DevOps for ITIL Practitioners, Linkedin Learning, 06/01/2024, Present
  • Scrum: The Basics, Linkedin Learning, 06/01/2024, Present
  • Improve Your ITIL Skills, LEARNING PATH, 06/01/2024, Present
  • Mistakes to Avoid in Agile Project Management, Linkedin Learning, 07/01/2024, Present
  • Microsoft Azure AI Fundamentals (AI-900) Exam Tips, Linkedin Learning, 06/01/2024, Present
  • Cert Prep: Scrum Master, Linkedin Learning, 06/01/2024, Present
Ryan Hyland