Bryan Cruz Email & Phone Number

Houston, Texas, United States

Houston, Texas, United States

- Diagnose, troubleshoot, and resolve a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analyzing, and rectifying problems. Collaborate with Tier II and Tier III help desk peers to resolve complex issues that required escalation. Provide detailed descriptions of issues in Service Now and follow up diligently to ensure swift resolutions

Houston, Texas Area

- Provide onsite desktop and remote technical support and guidance for hardware, software, and network issues. Managed and monitored equipment installations, removals, network infrastructure, applications, and outages upon occurrence.- Restore service to internal and external users, tracked all tickets, requests, and calls to ensure they were correctly managed, escalated, and resolved in accordance with Service Desk standardized processes.- Maintained and oversaw the testing and deployment of operating system and software security patches on devices connected to the local network. - Utilize ticketing system ServiceNow to document triage and resolution specifics. Updated and closed tickets according to defined service level agreement requirements.- Diagnose all internal inquiries and resolve requests regarding maintaining all company-issued laptops, desktops, mobile devices (Android & iOS), and peripherals.- Oversaw and maintained the deployment of an average of 20 new hire accounts weekly. Acted as the first point of contact and assisted with the setup process while providing “white glove” service.

Houston, Texas Area

- Increased project productivity and program efficiency by managing data compiling, analysis, and reporting for senior leadership. Enhances projects performance by managing operational efficiencies, schedule management, project plans, and required documentation.- Performed a wide variety of clerical and administrative support tasks, organized, and maintained filing systems, procured supplies and equipment, and performed other tasks necessary to meet office support needs.-Ensured all documents are completed accurately and information is organized in accordance with company, client, and federal requirements.

Houston, Texas Area

- Lead and managed teams of fellow data associates to assist on large client studies in conjunction with client-facing project teams.- Performed essential to advanced extraction methods of company payroll reports using excel skills such as Vlookup, PivotTables, Flash Fill, and Conditional Formatting that will be used in the qualitative and quantitative analysis phase of the R&D tax credit study.- Converted client documents into Excel and Microsoft Word for Alliantgroup’s consulting team uses to identify qualifying research expenditures.

San Marcos, Tx

- Troubleshoot Fiber television and internet services for residential and business clients, showed proven effectiveness with a monthly average +90% CSR rating - Maintained a 90% monthly average with quality assurance evaluations- Provided details in regards to sales and sign up process to potential clients- Evaluated accounts with clients in regards to billing and account management- Escalated issues as needed and coordinated with other departments effectively- Mentored and provided resources to support specialists in training

Houston, Texas Area

- Responsible for first and second-level support ticket resolution, as well as ticket intake and classification. Worked in tandem with Systems Administrator and reports to Director of Information Technology. - Created and managed user accounts using Active Directory and implemented group policies and security updates with LANDesk Management Suite.- Provided a variety of business technologies essential to the direction and operation of the company including functions related to the use of technology solutions through architecture, tools, software applications or gathering requirements.- Developed and maintain documentation and training materials for website support activities and security-related documents. - Supported the network team with troubleshooting network outages in remote offices; installs and replaces network equipment (e. G. Network routers, switches), ensuring continuity of operations.

Houston, Texas Area