Ryan O. Email & Phone Number

Houston, Texas Area

● Provide remote support to pharmacist and pharmacy software users.● Troubleshoot Balance/Scale connections with pharmacy software.● Created customized Rx labels for pharmacies with Microsoft Report builder.● Kept users data backup safe and secure during incremental weather moments.● Utilize Jira platform to create, update, and resolve support requests.

1300 Park Center Dr, Austin, Tx 78753

• Provide support to home depot associates for hardware and software issues• Troubleshoot and resolve critical point of sale devices such as registers and signature pads• Designate third party support and vendors when necessary• Troubleshoot LAN networks and network connectivity issues• Train Home Depot associates to check and maintain equipment from failure• Guide associates through reimage processes • Provide excellent customer service for all users and vendors

9901 Wilcrest Dr, Houston, Tx 77099

• Provide installation and setup assistance for related software systems and modules• Maintain and troubleshoot client/server software and desktop hardware• Test software, provide end-user training, create technical guides and print training materials• Provide phone support to end-users on a variety of technical issues• Identify, research and resolve technical problems related to hardware and software via phone and remote connection• Document, track and monitor problems to ensure timely resolutions• Assist with related special projects, as required

2800 Post Oak Blvd #5450, Houston, Tx 77056

• Imaged new laptops for new hires and existing users• Resolved PC’s, printers and software issues in a windows environment• Installed and upgraded user hardware: laptops, cisco phones, monitors, mouse/keyboard• Managed and delegated IT equipment relocation for 2 days on a major project• Configured and setup Cisco IP Phones via Cisco Communicator and Cisco Unity• Utilized and managed Cisco Unity and Call Manager changes• Managed and configured Mobile Iron on iPhone 5/5s and iOS devices• Set up back up user software through Iron Mountain• Re-imaged user laptops when necessary while keeping user data intact• Assisted and helped configure Lifesize Conference Meetings• Tested LAN connections and correlated with the network engineering group • Resolved VPN and Direct Access issues• Properly tested switch ports and worked with the network engineering group • Removed viruses, spyware, and malware and maintained a secure environment using McAfee ePolicy Orchestrator.• Manually removed malicious software and files from user’s PC’s • Utilized a business version of Malwarebytes to clean infected computers.

2800 Post Oak Blvd #5450, Houston, Tx 77056

• Provided first response of Technical issues for users both onshore and offshore• Handled user account active directory password resets• Processed RMA orders of IT equipment such as Laptops, Monitors, Keyboards, Docking Stations• Replenished Toner cartridges for both network printers and personal printers• Ordered and managed supplies of toner and waste toners• Deployed service calls for network and personal printers when repairs needed• Troubleshot and resolved Microsoft Office issues • Installed and re-installed software requested by users• Scanned and cleaned virus/malware infected computers

Houston, Texas Area 16225 Park Ten Pl # 805

• Provided 24x7 Support for both internal and external clients • Followed HIPAA guidelines and regulations • Hardware/software support and Network/Connectivity support• Adhere to data privacy practices and laws• Quality Assurance• Responded to telephone calls, email and personnel requests for software and technical support which are escalated from a Support Analyst I. • Resolved issues with computer systems, including troubleshooting of hardware and software, network and peripheral equipment problems; made repairs and corrections where required.• Completed various projects as assigned by management by documenting training material preparations, and leading group training sessions. • Provided logistics repairs and responsible for management of hardware repair request.• Used Various MS SQL commands to obtain database information when needed• Provided Remote Support to Clients when necessary to resolve issue at a timely manner• Deployed New Hardware with the implemented Software to both external and internal clients.• Identified, researched, resolved and developed technical solutions related to EMS Field Solutions software and related products for internal and external clients.• Documented, tracked and monitored problems to ensure a timely resolution.• Configured, installed and updated desktops, laptops, peripherals, networks, and related software.• Repaired Panasonic CF-19 Toughbooks In-House as well as provided an RMA repair escalation when necessary.

7034 Hwy 6 N, Houston, Tx 77095

• Promoted to Counter Intelligence Agent Position • Diagnosed and provided solutions to clients problems• Research and Develop ways to fix computer related issues.• Ability to remove commonly known and recent viruses/malware.• Installed Hard Drives, RAM, Power Supplies (desktops) and also CD/DVD/Blu-ray drives into computers.• Interacted with customers face to face to show how to prevent future attacks on their computers.• Recommended software and hardware if necessary to install.• Informed customers about anti-virus software.• Gave insight to why clients’ computers were infected.• Fixed and made sure computers were running at optimum performance when clients’ computer/s is ready for pickup.

7034 Hwy 6 N, Houston, Tx 77095

• Provided customers with the peace of mind and knowledge that their computer would be fixed and fully operational in a timely and professional matter.• Made sure customers were kept up to date with their product repairs.• Called customers to ensure customer satisfaction and inform them about the status of their unit that is in repair.• Responsible for making sure items were shipped and received in a professional routine and made sure products are shipped correctly fully labeled.• Received items back from Service Center and notified customers when items were ready for pick up.• Shipped products every night before closing store to insure on time delivery of clients products.• Received clients’ products on a daily basis to achieve outstanding turnaround time.