SAP, SaaS, Salesforce, Jira, ServiceNow, Zendesk, Zoom, MSOFFICE, Intune, Slack
Ryan Lambeth
IT Support Technician
Dallas,Texas
Summary
IT Support Technician experienced in service desk operations and desktop support, enhancing technical support operations and preventing service interruptions for global users. Achieved seamless incident management and effective troubleshooting through expertise in Windows 11, VPN, TCP/IP, and ticketing systems. Focused on team collaboration and adaptability, contributing to a productive atmosphere and ensuring reliable technical availability.
Overview
3
3
Certifications
11
11
years of professional experience
Work History
TECHNICAL SUPPORT
StocksToTrade
04.2025 - 01.2026
- Troubleshot hardware, software, and network issues as the primary IT support contact, ensuring seamless operations in a fast-paced environment.
- Documented troubleshooting steps in the ticketing system, prioritizing incidents for timely resolution and maintaining service continuity.
- Updated map codes to align with backend subscriptions, effectively preventing service interruptions for global users.
- Escalated complex technical issues through email and phone support channels, achieving rapid incident resolution.
SERVICE DESK ANALYST
Tech Mahindra
09.2023 - 11.2024
- Processed and prioritized incidents and requests through ServiceNow, ensuring 24/7 technical availability for logistics and transportation systems.
- Administered Active Directory for user account provisioning, including password resets and account unlocks, to maintain secure access for users.
- Troubleshot and configured VPN connections for remote clients, providing stable network access across the WAN.
- Documented technical incidents and resolutions, enhancing accountability and improving incident management workflows.
HELP DESK LEVEL I
Fiesta Restaurant Group
04.2022 - 02.2023
- Executed hardware troubleshooting and coordinated with vendors for prompt replacements, significantly minimizing downtime in a high-volume production environment.
- Resolved TCP/IP and LAN connectivity issues across multiple locations, employing command line tools to enhance network reliability.
- Developed and refined knowledge base articles and technical documentation, streamlining the escalation process and improving internal support workflows.
IAM - IDENTITY ACCESS MANAGEMENT
Moss Adams
02.2022 - 04.2022
- Administered Active Directory accounts and security groups, enhancing access management for client binders on CCH servers.
- Managed Exchange Online administration tasks, including user provisioning and the creation of distribution lists within a secure corporate network.
- Automated processes using PowerShell, improving efficiency in managing shared mailboxes and email permissions while ensuring uninterrupted access for end-users.
HELP DESK ADMINISTRATOR
Associa
11.2020 - 05.2021
- Provided IT support for a large-scale user base, addressing hardware and software issues to enhance user experience.
- Troubleshot VPN configurations and network connectivity problems, enabling reliable remote access for staff.
- Supported Citrix applications to ensure seamless workflow across the organization while documenting issues and escalating critical incidents to Level 2 support.
SERVICE DESK ANALYST LEVEL I
Insight
11.2017 - 10.2020
- Engineered mobile device configurations and application updates using JAMF, enhancing endpoint management across global office environments.
- Tracked and analyzed incidents in the Remedy ticketing system, identifying recurring technical issues to improve resolution metrics.
- Provided hardware and software support, ensuring stability and functionality for users in diverse office settings.
- Troubleshot network and VPN connectivity issues utilizing TCP/IP protocols, restoring access for remote employees efficiently.
SENIOR AFFILIATE SERVICES COORDINATOR
Susan G. Komen
10.2015 - 03.2017
- Troubleshot technical issues within Salesforce, enhancing access management and generating custom reports to improve user experience.
- Provided support for web and email platforms, ensuring effective communication and operational efficiency for national affiliates.
- Automated administrative tasks using PowerShell and command-line scripts, resulting in improved system responsiveness.
HELP DESK ANALYST TIER II
Concentra
02.2015 - 10.2015
- Troubleshot complex application dependencies within a Citrix environment, ensuring seamless patient care workflows in a high-volume healthcare clinic.
- Managed network printer mapping and IP address range configurations to maintain stable LAN connectivity across the facility.
- Administered Active Directory for account provisioning and Group Policy management, adhering to strict security standards.
Education
High School Diploma -
Richland Community College
Dallas01-2000
Skills
IT Support
Networking
Technical Documentation
Microsoft Office 365
DNS
Endpoint Management Tools
Ticketing Systems
Help Desk
Computer Systems
ServiceNow
Exchange Online
Citrix
JAMF
Salesforce
Software Troubleshooting
Microsoft Office
Incident Management
VPN
PowerShell
Windows 11
Mac Products
Hardware Troubleshooting
Cloud Services
Active Directory
TCP/IP
Scripting Tools
Customer Support
Software
Certification
HIPPA
Timeline
TECHNICAL SUPPORT
StocksToTrade
04.2025 - 01.2026
SERVICE DESK ANALYST
Tech Mahindra
09.2023 - 11.2024
HELP DESK LEVEL I
Fiesta Restaurant Group
04.2022 - 02.2023
IAM - IDENTITY ACCESS MANAGEMENT
Moss Adams
02.2022 - 04.2022
HELP DESK ADMINISTRATOR
Associa
11.2020 - 05.2021
SERVICE DESK ANALYST LEVEL I
Insight
11.2017 - 10.2020
SENIOR AFFILIATE SERVICES COORDINATOR
Susan G. Komen
10.2015 - 03.2017
HELP DESK ANALYST TIER II
Concentra
02.2015 - 10.2015
High School Diploma -
Richland Community College