Bryan Thornton Email & Phone Number

Chapel Hill, Nc, Us

Raleigh, North Carolina, United States

I am an ACD/IVR Engineer at Alphanumeric Systems. I work in the NICE inContact (CXone) platform supporting global leaders in the pharmacological industry. I keep up on Knowledge Management and ServiceNow, my primary role currently is the telephony side of things. Try and learn everything if you can, right?

Raleigh Nc

Knowledge Base Manager working in ServiceNow for RTI International I handle both the user-facing knowledge base as well as the internal IT knowledge base. My primary responsibilities include enabling the Service Desk Agents to support upcoming changes in the environment as well as prepare them to support new products as they role out. I am the liaison between the tier 2 and 3 teams and the Service Desk Agents helping to make sure that information flows smoothly in an attempt to maintain and increase FCR for the Agents and decrease excess work being escalated to other teams when it isn't needed. Alongside my role in managing the knowledge bases, I also record and edit instructional video content which we store in O365's Stream where it is used for Service Desk training and user instruction. I firmly believe that Knowledge Management is one of the most important roles in Information Technology. I love my role and take it seriously.

Cary, Nc

I have been the Knowledge Base Manager for the Toyota Financial Services Service Desk since 2016 I have also taken on a role as one of the Fresher Trainers for HCL America. Working with the guidelines laid out with the “NC Works” program to teach the basics of IT technologies and processes to help get new employees started working in the field of Information Technology. Aside from my time training new hire and students in the IT Academy. I manage two Knowledge Bases for our client Toyota Financial Services. I coordinate new information for upcoming software rollouts as well as changes in information for use by our Service Desk Agents. As well as identifying holes in that knowledge. I work with all internal teams and vendors to fill those holes and constantly update changes. I also manage the Self Service Knowledge Base which is a user facing Knowledge Base that is in place to empower users to handle common issues that they might encounter in their normal workflow. Aside from my Knowledge Bases I handle many aspects of reporting and analysis as well as work in with Incident Identification and Problem Management.

Cary, Nc

I am the first line of contact for all TFS employees. I handle everything from password resets and access control to network connectivity. I work with windows and VMware to remote into users machines to handle any issues that can be done remotely. As a last resort I route tickets off to internal resolver groups for resolution.Provide tech support for Toyota Financial Services.Document and elevated errors that required service from internal resolver groups.Support Windows XP and Windows 7 machines.Manage user accounts in Active Director.Work in VMwhere, vSphere environment, managed VDI sessions for users.Manage account access in IBM Mainframe/Rumba.

Raleigh-Durham, North Carolina Area

Completed file migrations from Windows XP to Windows 7 desktops at State Farm agent locations in and around the Raleigh area.Installed HP Desktop computers, HP All in one printers as well as HP stand-alone printers.Provided Windows 7 introduction employees new to the operating system.Installed Network Attached Storage devices and removed preexisting on site server for shipment back to State Farm.xchanged existing on site UPS for upgraded version.

Provided third-shift security services for a medical research facility. Oversaw a variety of animals kept at the facility and assisted in minor medical care of the animals. Performed IT support for the security staff by troubleshooting, diagnosing, and resolving system and network issues, Maintained the server room on-site, Added new employees to the company system, setting up initial passwords and permissions in a Windows 7 environment, Trained all security employees on the Honeywell CCTV Manager system and all other new software, Created electronic Activity and Incident reports utilizing Microsoft Word.Set-up database of all client employees which included names, vehicle descriptions, and contact information to be used by the off-hours security team in monitoring the site and personnel activity.

Raleigh, North Carolina

Received member loan applications and researched account and credit history to process for approval or denial.Contacted applicants if any further information was required and continued to assist them through the process.Trained new processors in the Internet Loan Department as well as other loan departmentsEffectively communicated loan status and issues with Loan Officer.Prepared commitment letters, denial letters, and cancelled files when necessary.Prepared closing documents, followed up on contingencies, and verified lock information as needed.

Raleigh, North Carolina

Received calls and provided outstanding customer service in a fast paced, call center environmentProvided general information and answered member questions regarding their banking needsSupervised the night shift, monitoring employee performance and handling escalated customer issues

Trained and managed the soldiers in the 3rd Battalion, Battalion Mortars Reconnaissance TeamDeployed to Afghanistan for 6-months serving as a mortar instructor and team leaderServed a 10-month Special Duty Assignment at Ritz-Epps Physical Fitness Center at Fort Bragg, starting on an entry level role and working up to assistant manager position

Information Technology

Education record

High School Diploma, Education And Human Services