Ryan Pierce
Aurora,CO
Summary
INFORMATION TECHNOLOGY PROFESSIONAL
Experienced and knowledgeable information technology professional with 5+ years’ experience seeks to contribute training and acquired skills within a Support or Operations role. Looking toward building experience with Cloud technologies.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Specialist
IT Guru
Aurora, CO
12.2020 - 03.2021
- Provided Tier 1 and 2 support for clients in fast paced, variable environment.
- Reduced large backlog of tickets to increase customer satisfaction
- Updated documentation across clients where data was missing or incorrect
- Managed call queues, worked with team members to ensure proper communication with clients.
- Configured backups for clients in Microsoft Azure
IT Support Specialist
General Atomics
Centennial, CO
09.2020 - 12.2020
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Set up 3 new office locations/acquisitions.
- Responsible for making sure all machines were encrypted and secured.
- Worked with various departments for on/offboarding equipment while maintaining chain of custody during security response
- Maintained and operated AV equipment for use during internal presentations and client-facing events.
- Managed vendor repairs of all client, Server, and AV hardware
IT Support Engineer
RE/MAX
Denver, CO
10.2017 - 07.2020
- Facilitated rollout of new VPN client and security software to 400+ users
- Updated security endpoint best practices, monitoring, and remediation
- Maintained SLA over 90% with pool of about 250 users per technician
- Active directory management for new users, groups, and machines
- Assisted with entirely new telephony and printer rollout
- Facilitated pandemic move to home for all users with minimal disruption
- Performed new hire/termination orientation, equipment, and inventory management
- Worked with vendors to order or repair equipment as needed
- Prepared variety of different written communications, reports and documents to ensure smooth operations
IT Support Specialist
JanusHenderson
Denver, CO
08.2016 - 10.2017
- Resolved 5-10 tickets per day, including Executive/'White Glove' clients
- Performed Security, AD, and Network audits to patch security vulnerabilities
- Worked with Project Managers to replace hundreds of aging workstations
- Tested new images in SCCM
- Mobile Device Management using Intune, RSA/MobileIron
Education
High School Diploma -
Bennett High School
Bennett, COSkills
- Engaging with Diverse Customers
- Inventory Management
- Security Practices
- Customer service
- Technical support expertise
- Mobile device management
- Desktop support
- Data recovery
- Application support
Certification
Comptia A+
Comptia Network+
Microsoft MCP in XP, Server 2008, and Azure (AZ-900)
Timeline
IT Support Specialist
IT Guru
12.2020 - 03.2021
IT Support Specialist
General Atomics
09.2020 - 12.2020
IT Support Engineer
RE/MAX
10.2017 - 07.2020
IT Support Specialist
JanusHenderson
08.2016 - 10.2017
High School Diploma -
Bennett High School