Bryan Lyons Email & Phone Number

Assisting Customers in installing, upgrading, configuring and troubleshooting anti-virus software.Investigating virus infections and providing samples to labs for analystRecommending solutions to Customers to meet their security needs.

Responsibilities:As Help Desk Analyst• Provided support over the phone for technical issues keeping SLA times above required levels• Managed user accounts and permissions in an Active Director environment• Supported users with Windows XP and MS Office products keeping customer satisfaction high• Handle connection issues with VPN software, and network access issues• Logged and managed issues on a Supportworks systemProjects:• Created documentation for new user… Show more Responsibilities:As Help Desk Analyst• Provided support over the phone for technical issues keeping SLA times above required levels• Managed user accounts and permissions in an Active Director environment• Supported users with Windows XP and MS Office products keeping customer satisfaction high• Handle connection issues with VPN software, and network access issues• Logged and managed issues on a Supportworks systemProjects:• Created documentation for new user creation processes along with other procedural documents.Responsibilities:As Call Centre Duty Manager• Provided guidance and assistance to call centre analysts • Handle escalations and disgruntled callers• Generated reports and documentation for daily and monthly reports on call centre statisticsProjects:• Assisted in keeping organized account permissions in a multi-system environment through an identity management system.Technical Environment: Windows 2003 & 2008 server, Windows XP, Macintosh, Active Directory, RSA administration, CISCO VPN, Nortel VPN, Citrix, Terminal Server, MS Office 2003, BES, TCP/IP, Wi-Fi, Remote Desktop, Remote Assistance, Supportworks, VoIP phone system, ACD phone system, Ricoh Printers Show less

Responsibilities:• Provided technical support over the phone for Windows XP, Citrix, Outlook and many other applications• Provided technical service to internal clients all across Canada• Troubleshoot VPN connection issues, Point of Sale transaction equipment, including pin pad machines• Helped resolve printer and other computer hardware issues• Helped resolve server down issues and connection issuesTechnical Environment: UNIX, Windows XP, Active Directory, Citrix… Show more Responsibilities:• Provided technical support over the phone for Windows XP, Citrix, Outlook and many other applications• Provided technical service to internal clients all across Canada• Troubleshoot VPN connection issues, Point of Sale transaction equipment, including pin pad machines• Helped resolve printer and other computer hardware issues• Helped resolve server down issues and connection issuesTechnical Environment: UNIX, Windows XP, Active Directory, Citrix, MS Office 2003, TCP/IP, Wi-Fi, POS SYSTEM, Pin Pad systems, ACD phone system Show less

Responsibilities:• Migrated computers from windows 2000 to Windows XP within given time frame• Imaged machines over network and locally with Ghost• Configured Outlook and other applications for users• Migrated users’ data to new system• Handled hardware and software issues that arose during MigrationTechnical Environment: Windows 98, Windows XP, MS Office 2003, Ghost

Responsibilities:• Provided technical and customer service to callers• Troubleshoot modem connections and email problems with Windows and Macintosh systems• Worked with in-house account system to manage accounts• Worked with in-house ticketing system to record customer calls and issues Technical Environment: Windows 98, Windows XP, Macintosh, VLC remote, IP Apps Ticketing System, IP Apps Account System, ACD phone system, MS Office 2003

Provided technical support for MS Office 2003, Windows 98, Windows XP and other custom applicationsTroubleshoot problems with computer hardware, printers, network connections, and VPN remote access.Managed inventory and repair requestsHandled backup and recovery of user dataProjects:Migrated institution computers to windows XP from Windows 98 in a national projectAssisted in upgrading computer and network hardware within the institution

Bachelor, Computer Information Systems; Computer Information Systems

Diploma, Computer Information Systems Diploma; Computer Information Systems