Technical Support Specialist

Bryan Rothrock

Winston-Salem NC • 336-***-**** • *****************@*****.***

Professional Summary

IT Specialist with six years of experience providing technical support, managing systems infrastructure, and implementing IT solutions that drive operational efficiency and security. Adept at troubleshooting complex hardware and software issues, maintaining enterprise networks, and supporting end users across various platforms. Proven ability to collaborate cross-functionally, streamline IT operations, and adapt quickly to new technologies. Committed to delivering reliable, scalable, and secure systems to meet organizational goals. Strong background in Windows/Linux environments, Active Directory, network administration, and cybersecurity best practices.

Skills

•Server Support

•Customer Service

•Active Directory

•Software Troubleshooting

•Mobile Device Support

•Fortinet VPN Support

•PowerShell

•Citrix

•VM Ware

•DocuSign

•Adobe

•Zoom

•Ubiquiti

•Intune

•Microsoft Office

•Acronis

•Duo

•Zabix

•System Performance Assessment

•Hardware and Software Updates

•Mobile Devices

•Athenahealth

•Computer Hardware Knowledge

•New Installations

•Experience with multiple Ticketing systems such as Remedy, Service now, Autotask, Salesforce, Cherwell, Samanage, ZOHO

Work History

Volvo Group – Help desk support 04/24- current

Assist users with password resets

Troubleshoot office 365 issues.

Create user accounts in various internal applications

Take inbound calls as well as work on tickets submitted by users in emailed

Support all Volvo distribution Wearhouse’s, manufacturing plants and financial services in the United States and Canada

Support Specialist 02/2023 to 10/2023 Netgreene Solutions – Remote

•Assisted customers with various issues such as password rests, issues logging into their RDP environment, configuring printers to work in RDP environment.

•Trouble shooting and configuring VOIP phones and voicemailboxes.

•Checked data backups every day for over 60 different systems using Acronis software and fixed any backup issues that occurred.

•Preformed network maintenance on multiple client’s network equipment when needed.

•Troubleshooting RDS server for many different clients when server was not preforming correctly or went offline.

•If client’s phones go offline, I would have a 3-minute window to redirect all calls to customers desired location

•Respond to P1 issues and usually have them resolved with in 20 minutes depending on the issue

•Assisted users with issues in Athenahealth application

•Create user accounts in VOIP portal for users

IT Helpdesk Support Specialist, 10/2022 to 02/2023

Logicalis – Remote

•Provided IT support for over 48 different organizations

•Password resets through active directory and PowerShell and other forms of internal programs

•Resolved customer tickets while communicating with customers from phone calls or email or Microsoft teams

•Added and removed customers from distribution lists

•Troubleshoot a wide variety of computer hardware, software, and printer issues

•Review phishing email alerts and determine if they would be safe for the customer to open

•Create tickets for internal IT teams and escalate them to the proper IT group

•Troubleshoot VPN issues and other networking issues

•Build new user accounts and have them completed the same day if no issues happen

IT Helpdesk Support Specialist, 05/2022 to 06/2022

Innovative Technology Solutions – Greensboro, NC

•Patched software and installed new versions to eliminate security problems and protect data.

•Responded to inquiries by phone, email, and walk-up requests.

•Provided support for network infrastructure and baseline configurations.

•Maintained servers and system backups to keep networks fully operational during peak periods.

•Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.

•Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

•Broke down and evaluated user problems using test scripts, personal expertise, and probing questions.

•Configured hardware, devices, and software to set up workstations for employees.

•Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.

•Walked users through a series of steps to determine the problem and implement a feasible solution.

•Logged activities in the tracking system to maintain accurate, timely records.

•Provided support for 60 different companies

•Used Autotask ticketing system to create and close tickets

•Responded to inquiries by phone, email, and walk-up requests.

Help Desk Specialist, 11/2021 to 03/2022

Lowe's Companies, Inc – Remote

•Solve a variety of computer and network issues within different stores across the US and Canada while also inputting tickets into a ticketing system and escalating tickets up to different teams when required

•Providing world-class customer service to store employees

•Troubleshoot issues with paint machines and the label printers

•Reimage computers remotely over solve a variety of computer and network issues within different stores across the US and Canada while also inputting tickets into a ticketing system and escalating tickets up to different teams when required

•Providing world-class customer service to store employees troubleshooting issues with paint machines and label printers reimaging computers remotely over the network unlocking store employee’s accounts and resetting their passwords help store employees troubleshoot issues with a variety of websites and applications use the command line and PowerShell to quickly fix many issues on store computers and the paint machines I also use several in house tools to remote into the computers and terminal within the store

•In an average day will receive anywhere from 50 to 80 calls a day

•Unlock employee’s accounts and reset their passwords

•Help store employees troubleshoot issues with a variety of websites and applications

•Use the command line and PowerShell to quickly fix many issues on store computers and the paint machines I also use several in-house tools to remote into the computers and terminal within the store

•In an average day will receive anywhere from 50 to 80 calls

Administrative Assistant, 05/2021 to 10/2021

Bryan Rothrock, Sedgefield Outdoor Equipment – Greensboro, NC

•Process Shop tickets (input shop ticket information into business software)

•Submit Warranty requests to manufacturer’s

•Place orders for parts and equipment

•Diagnose and repair any computer-related issues within the company

•Submit estimates for repair on pieces of equipment for repair

•Offered technical support and troubleshot issues to enhance office productivity.

Computer Technician, 11/2017 to 03/2021

Goodwill Industries of Northwest NC

•Deploy and maintain devices within the company to ensure standards for performance and reliability are met

•Component level diagnostics and repairability evaluation with break-fix via submitted trouble ticket system

•Repair documentation database entry validation to ensure training guidelines and repair standardization is achieved

•Maintain reduced touch time and SLA for all repairs and diagnostics to ensure high level of customer satisfaction

•Provide a clear description of repair and cost analysis for transparency of information to customers and clients.

Education

Bachelor of Science: Cybersecurity, Expected in 12/2023

Western Governors University - Salt Lake City, UT

Certificate, Cyber Security: Information Technology, 03/2021

UNC Charlotte - Charlotte, NC

24 Week cybersecurity Bootcamp

Certifications

Contact this candidate