Tyrus J. Email & Phone Number

• SOFTWARE SUPPORT LEAD ANALYST
• Demonstrate motivational leadership skills by managing and supporting IT team members in system maintenance and integration tasks, promoting their professional growth and development.
• Collaborate closely with the product team, CSM, Operations, and other relevant departments and provide Level 2 technical support via phone, email, and chat channels.
• Take the lead in researching, investigating, and determining potential root causes of technical… Show more SOFTWARE SUPPORT LEAD ANALYST
• Take the lead in researching, investigating, and determining potential root causes of technical issues, utilizing web portals, tools, and dashboards to engage the appropriate teams for expedited resolution of deployed.
• Conduct deep-level analysis of reported issues through database, application logs, and backend configuration troubleshooting.

United States

• Analyzed data trends comprehensively to enhance system performance and efficiency and led end-user incident and outage reporting, troubleshooting, and resolution efforts.
• Devised and developed instruction manuals, knowledge-based articles, informative presentations, and a variety of other training materials to educate system users.
• Assumed responsibility for installing new and existing POS software and hardware, ensuring smooth integration and operational efficiency.
• Documented… Show more
• Documented and communicated technical infrastructure and components effectively and delivered technical support via phone, email, and chat channels.
• Escalated complex or unresolved issues to higher levels of support or the development team for further investigation and resolution.

Greater Atlanta Area

• Safeguarded accurate configuration and timely updates of all network monitoring tools, adapting to changes in network-connected devices.
• Initiated initial troubleshooting and meticulously documented user issues or outages, providing senior engineers with clear, concise information for effective resolution.
• Compiled end-user incident and outage reporting, executing troubleshooting processes, and delivering efficient problem resolutions.
• Reviewed and evaluated network alarms… Show more
• Reviewed and evaluated network alarms thoroughly, conducting troubleshooting, fault isolation testing, and facilitating escalations to pertinent vendors and departments.
• Produced detailed daily shift turnover reports, effectively communicating outstanding or critical issues to management for the next shift.

• Orchestrated network and VPN connectivity account configurations, managed incident reports, diagnosed issues, and facilitated resolutions or dispatched field technicians.
• Achieved internal SLA timeframes for issue resolution consistently and documented and communicated known issues promptly to relevant teams.
• Spearheaded initiatives to define, analyze, and implement technical and functional enhancements and authorized software installations via the SCCM platform.
• Employed… Show more
• Employed exceptional probing, listening, and communication skills to address internal team concerns promptly and effectively collaboratively. Show less

• Executed equipment and software installations and evaluated the condition of in-store automated retail equipment to assess needs, upgrades, or replacements.
• Championed customer satisfaction through effective engagement with customers (end users), successful management of challenging IT projects, and offering guidance on future technology requirements and priorities.
• Delivered training to customers after initial installations to enhance customer understanding and satisfaction with… Show more
• Delivered training to customers after initial installations to enhance customer understanding and satisfaction with new equipment.
• Partnered closely with cross-functional team members and Field Managers to deliver consistent, effective, and timely service.
• Eliminated inventory, completed preventative equipment maintenance, and created inventory reports to ensure vital equipment availability and proper use.

Greater Atlanta Area

• Optimized service availability and performance across diverse equipment, leveraging the Mblox QOS platform to its fullest extent.
• Managed fault handling and escalation processes, swiftly identifying and responding to system and network faults, coordinating with third-party suppliers, and resolving escalations.
• Issued client notifications regarding maintenance schedules and outages, ensuring transparency and minimizing disruption to operations.
• Drove prompt support services to… Show more
• Drove prompt support services to engineering and technical teams during installation and upgrade projects, concurrently overseeing and upholding monitoring systems.
• Generated comprehensive daily activity reports, meticulously collating and analyzing data sourced from various channels. Show less

Atlanta, Georgia

• Responsible for LAN and VPN connectivity, handling incident reports, diagnosing problems, and providing resolution or dispatching field Technicians.
• Demonstrated strong probing, listening and overall communication skills to work with clients and internal teams to resolve any issue rapidly and to satisfaction.
• Developed remote access tool support and asset management tool experience.
• Ensured alignment with global policies (Governance, Procurement, Security, etc.).
• Led… Show more
• Led the efforts to define, analyze, and implement technical and functional improvements.

• Supported end users on multiple OS’s, including E-mail troubleshooting (POP3, IMAP).
• Performed networking setup and troubleshooting and resolved virus related system issues.
• Utilized thorough documentation of technical support calls
• Maintained a high level of customer satisfaction.
• Implemented, maintained, and oversaw all aspects of the information technology systems and solutions.
• Managed and assisted other IT team members in system support and… Show more

Atlanta, Georgia

• Provided technical support via phone and chat to high profile companies, handling a call volume of up to 45 calls per day.
• Documented data for outages worldwide.
• Utilized troubleshooting conferencing software for the purpose of customer satisfaction.
• Tested conference phone services outages, including VoIP and analog, identified issues and fixed problems to achieve strong reliability.