BRYAN COLE
Brooklyn Park
Summary
Detail-oriented IT Team lead/IT Manager with extensive experience in telecommunications and customer
service.
Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support
knowledge.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
8
8
years of professional experience
Work History
Helpdesk Team Lead
Artech
02.2024 - Current
- Implemented knowledge management initiatives to promote information sharing and improve overall team expertise.
- Collaborated with cross-functional teams to address complex IT issues, ensuring seamless service continuity.
- Trained new team members on company policies, procedures, and best practices for effective support delivery.
- Developed standard operating procedures to streamline help desk operations and improve efficiency.
- Managed help desk tickets for improved response times and resolution rates.
- Oversaw scheduling, workload distribution, and resource allocation for optimal help desk coverage during peak hours.
- Streamlined ticketing process through automation tools which led to faster incident resolution times.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Offered assistance in implementing and developing training programs.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Served as a primary point of escalation for challenging technical problems requiring advanced troubleshooting skills.
- Optimized the use of remote support tools to provide efficient and timely assistance to end-users in various locations.
- Maintained up-to-date documentation on IT processes, policies, and troubleshooting guides for easy reference by team members.
- Recruited, trained and supported help desk technicians and representatives.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
Helpdesk Lead
CDW
05.2023 - 01.2024
- Managed a team of 7 employees at a government agency, providing advanced troubleshooting to VIPs
- Created and managed reports for upper-level management about all aspects of IT Technical Management including SLA
- Documented support interactions for future reference
- Managed and motivated employees to be productive and engaged in work
- Developed and implemented a plan for the Service Management/IT ticket system called Ivanti (Service Now comparable)
- Controlled costs to keep business operating within budget
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
- Developed key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
- Guided organizational technology strategy and roadmaps
Helpdesk Manager
The Tileshop
04.2022 - 01.2023
- Managed a group of 8 employees and conducted performance evaluations
- Created and managed reports to upper-level management about all aspects of IT Technical Management including SLA
- Managed the selection, performance and development of staff to improve team effectiveness for both local and remote employees
- Provided weekly database status and performance reporting in order to assist the Infrastructure Manager
- Work with the IT Director to establish and operationalized Service Level Agreements for key services
- Developed and implemented a plan for the Service Management/IT ticket system called Ivanti (Service Now comparable)
- Developed a strong working partnership with key stakeholders including HR, Store Management, Marketing, Accounting and Executives to development new strategies that made since for the organization
- Maintained a satisfactory service delivery and incident resolutions in accordance with service level agreements
- Monitoring breaching SLA's along with reviews escalated and assigned tickets with the IT Team to ensure case progression and a resolution is obtained
- Recruited, trained and supported help desk technicians and representatives
- Used ticketing systems to manage and process support actions and requests
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
Helpdesk Lead
Merchant and Gould LLC
11.2020 - 03.2022
- Managed a group of 9 IT employees
- Was onsite IT staff and remote staff for other offices
- Provided IT assistance to the attorneys and staff in a timely manner
- Maintained a satisfactory service delivery and incident resolutions in accordance with service level agreements for both
- Responsible for project management from kickoff to final completion; manages multiple projects with strong discipline and risk management practices along with the Ops Manager and System admin
- Monitoring breaching SLA's along with reviews escalated and assigned tickets with the IT Team to ensure case progression and a resolution is obtained
- Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
- Develop key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
- Provides staff support for administrative tasks and projects relative to the Desktop, Laptop, Printer and Telephone functions
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Used ticketing systems to manage and process support actions and requests
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance
Helpdesk Lead - Contract
Kelly IT Services
01.2020 - 10.2020
- Managed a team of 5 employees overseeing day-to-day operations and managing the helpdesk
- Established team priorities, maintained schedules and monitored performance
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Coordinated IT operations activities to deliver smooth flow of daily business needs
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation
- Oversaw development and implementation of improvements to support and network operations
Helpdesk Lead - Contract
Artech
11.2018 - 01.2020
- Managed a group of 9 employees on a high-level fortune 10 company met SLAs within 5%
- Answering Phone calls in a timely manner
- Documented support interactions for future reference
- Create and manage reports to upper-level management about all aspects of IT Technical Management including SLAs
- Used ticketing systems to manage and process support actions and requests
- Communicates major non-trending outages to customers and IT providers, including filling the role of incident commander during outage bridge calls
- Provide weekly database status and performance reporting in order to assist the Project Manager
- Develops key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Monitored systems in operation and quickly troubleshot errors
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Translated complex technical issues into digestible language for non-technical users
- Accomplished multiple tasks within established timeframes
Help Desk Level 2 Technician/ Team Lead
Maintech
12.2017 - 10.2018
- Managed a group of 7 employees on a high-level fortune 100 account met SLA within 10%
- Project manager for a high-level fortune one hundred account
- Self-motivated, with a strong sense of personal responsibility
- Developed and maintained courteous and effective working relationships
- Install, configuration, testing, and troubleshooting/Break fixing end-users servers, desktops, laptops, PDAs, network hardware and peripherals in order to deliver required service level
- Assist with troubleshooting and attempt to fix known issues in a timely manner
- Windows 10 Enterprise operating system deployment
- Proven ability to learn quickly and adapt to new situations
- Active Directory setup and maintenance
- Deploying computer images on Pc's and Laptops
- Maintained Remote Server clean-up and setup
- Trained new team members by relaying information on company procedures and safety requirements
- Coached team members in techniques necessary to complete job tasks
Level 2 Technician
Fish and Richardson
03.2017 - 10.2017
- Set up PCs, projectors and microphones for use in video conferencing rooms
- Established, repaired and optimized networks by installing wiring, cabling and devices
- Maintained office PCs, networks and mobile devices
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly
- Researched and identified solutions to technical problems
- Configured hardware, devices, and software to set up work stations for employees
- Created user accounts and assigned permissions
- Installed and configured operating systems and applications
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Installed, configured and maintained computer systems and network connections
- Tested new software and hardware prior to deployment
Education
Associate of Science - Computer Technology
Metropolitan State University
St Paul Skills
- Empathy and patience
- Problem resolution
- Ticketing system expertise
- Incident management
- ITIL framework
- Service desk management
- Detailed documentation
- End user support
- Remote support
- Ticket management
Timeline
Helpdesk Team Lead
Artech
02.2024 - Current
Helpdesk Lead
CDW
05.2023 - 01.2024
Helpdesk Manager
The Tileshop
04.2022 - 01.2023
Helpdesk Lead
Merchant and Gould LLC
11.2020 - 03.2022
Helpdesk Lead - Contract
Kelly IT Services
01.2020 - 10.2020
Helpdesk Lead - Contract
Artech
11.2018 - 01.2020
Help Desk Level 2 Technician/ Team Lead
Maintech
12.2017 - 10.2018
Level 2 Technician
Fish and Richardson
03.2017 - 10.2017
Associate of Science - Computer Technology
Metropolitan State University
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