Highly skilled and experienced Technical Support Analyst with a proven track record of 16 years in providing advanced IT support. Equipped with comprehensive expertise in troubleshooting and resolving intricate issues across a wide range of platforms, including computer systems, mobile devices, and peripheral equipment. Possesses an extensive understanding of complex network architecture and up-to-date security standards, utilizing this deep knowledge to effectively address any challenge that arises. Committed to continuous professional growth and remaining at the forefront of emerging technologies and industry best practices in the fast-paced and ever-evolving field of cybersecurity.
Hi, I’m
LAWRENCE WESLEY BAILEY
IT Security Analyst
Hellertown,Pennsylvania
Summary
Overview
16
Years of Professional Experience
7
Certifications
Work History
CurveBeam AI
Technical Support Analyst
02.2021 - 04.2022
Job overview
- Used CRM for Office 365 ticketing system to manage and process support actions and requests
- Assisted with updating technical support best practices.
- Installed and configured operating systems, applications, and devices
- Modified x-ray software and device configurations to streamline use and meet client's technical needs
- Analyzed issues and identified troubleshooting methods needed for quick remediation on Computers, and various X-ray devices
- Provided technical assistance and support to customers via phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Authored technical requirement documentation to suit business goals and technological limits
KaVo Kerr / Imagine Sciences International
Technical Support Analyst
04.2018 - 02.2020
Job overview
- Developed a strong reputation for professionalism, availability, and handling of complex issues.
- Developed training materials and procedures, and instructed users on how to use hardware and software properly.
- Contributed to updating the team's technical support best practices.
- Installed and set up devices, software, and computer operating systems.
- Modified x-ray software and device configurations to meet client technical requirements.
- Analyzed issues and identified troubleshooting methods for quick resolution on computers and X-ray devices.
- Provided technical assistance and support to customers over the phone and in person.
- Reduced response time for Tier 3 support tickets
Harbortouch POS
Technical Support Analyst II & Retail SME
05.2016 - 03.2018
Job overview
- Created queries using Structured Query Language (SQL) to generate reports and provide end-user solutions.
- Analyzed issues and identified troubleshooting methods for quick resolution on POS terminals and credit card devices.
- Provided technical assistance and support to customers over the phone and in person
- Installed and configured POS terminals, applications, and credit card devices.
- Developed innovative solutions for customers experiencing technical difficulties.
- Organized and detail-oriented, with a strong work ethic.
- Reduced response time for Tier 2 support tickets
Lucid Service and Installation LLC
Field Service Engineer / Supervisor / Crew Trainer
01.2013 - 01.2016
Job overview
- Held several contracts throughout the eastern United States, including Aeropostale, Hollister, American Eagle, Save-A-Lot, Advance Auto Parts, McDonald's, Kmart, Amazon, Walmart, Target, Direct Source, SuperValu, and others.
- For three years, I worked as a Team Supervisor, which included hiring, training, and acting as a point of contact for all teams in the field under each contract.
- Traveled extensively in order to resolve hardware, network, and software-related issues.
- Investigated and troubleshot 15-20 product service issues weekly
I.S.T Installation & Service Technologies
Field Service Engineer
05.2006 - 01.2016
Job overview
- On-site system and equipment installation, modification, and maintenance.
- Evaluated the performance of equipment.
- Customers were instructed on how to use the equipment after each installation, modification, or maintenance of the device.
- Provided training to employees in order to align objectives, reinforce competencies, and standardize operations.
- Repaired and calibrated equipment and systems.
- Installed and serviced POS systems, servers, credit card terminals, media display devices, and network equipment.
- Investigated and troubleshot 7-10 product service issues weekly
Education
Harrisburg University of Science & TechnologyHarrisburg, PA
IT Security Analyst Certificate from Information Technology
07.2023
University Overview
Lehigh Carbon Community CollegeSchnecksville, PA
Associate of Science from Computer Science
University Overview
Montgomery County Community CollegeBlue Bell, PA
GED
University Overview
Skills
- Networking: Domain Name System (DNS) / Internet Protocol Suite (TCP/IP)
- System Administration
- Troubleshooting
- Cybersecurity Incident Response
- Security: Cybersecurity and Network Security
- Linux
- Structured Query Language (SQL)
- Technical Documentation
- Hardware and Software Installation and Configuration
- Microsoft Azure and Cloud Computing
- Effective Communication
- Interpersonal Skills
- Adaptability
- Attention to Detail
- Customer Service and Support
- Creative Problem Solving
- Analytical Thinking
- Critical Thinking
- Teamwork and Collaboration
Certification
- CompTIA Security+ - (May 2023)
- Microsoft Security, Compliance, & Identity Fundamentals - (April 2023)
- CompTIA Network+ - (March 2023)
- Microsoft Certified: Azure Fundamentals - (Feb 2023)
- CompTIA IT Fundamentals+ - (January 2023)
- National Career Readiness Certificate (NCRC) - (November 2022)
Timeline
Technical Support Analyst
CurveBeam AI
02.2021 - 04.2022
Technical Support Analyst
KaVo Kerr / Imagine Sciences International
04.2018 - 02.2020
Technical Support Analyst II & Retail SME
Harbortouch POS
05.2016 - 03.2018
Field Service Engineer / Supervisor / Crew Trainer
Lucid Service and Installation LLC
01.2013 - 01.2016
Field Service Engineer
I.S.T Installation & Service Technologies
05.2006 - 01.2016
Harrisburg University of Science & Technology
IT Security Analyst Certificate from Information Technology
Lehigh Carbon Community College
Associate of Science from Computer Science
Montgomery County Community College
GED
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