Bryan Forman Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

Greater Atlanta Area

• Responsible for all 1st – 3rd tier hardware, software, and intermediate network support for a userbase of 100+ Economists, Phd. Researchers, and Bank Officers• Part of a small innovative team that uses advanced tactics and planning to stay ahead of the curve of the technology level at the bank• Designed and implemented ticketing system and knowledge base for the team. Creating a CMDB to house all admin knowledge about our operations and systems.

Greater Atlanta Area

• Assuring users are provided efficient and timely first (Help Desk) and second level support• Performing staff scheduling to ensure coverage during normal business hours and on-call support• Managing staff over time• Managing the User Support staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities• Isolating problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found• Interfacing with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department• Coordinating and assigning (offsite) field based projects• Coordinating training updates to Help Desk team and user support• Monitoring the Help Desk ticketing system by proactively anticipating and resolving user issues through review of tickets and communications with users, and regular reporting to identify problems and issues• Addressing overdue tickets by updating or escalating to appropriate technology member• Proactively investigating technical issues, and determining appropriate resolutions for current and future situations• Preparing and sending outage and maintenance broadcasts, informational broadcasts and closing tickets related to broadcasts in a timely manner• Participating in the on-call rotation to provide after-hours support• Providing support, as needed, for implementations of new technology• Liaising between user population and IT staff to assure user impact is considered in IT decisions. • Ensuring a positive outcome for end users• Maintaining technical expertise on all standard Firm software• Assisting with evaluating, testing and implementing new technologies• Performing other technology related duties and special projects as assigned

Greater Atlanta Area

Providing end user technical support in the above products on an as-needed basis. Planning and scheduling the work load of other User Support Technicians. Communicates and collaborates with other internal departments to support the security needs of end-users.

Information Technology

Education record