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 • 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 issues, utilizing web portals, tools, and dashboards to engage the appropriate teams for expedited resolution of deployed technology solutions.• Conduct deep-level analysis of reported issues through database, application logs, and backend configuration troubleshooting.• Create engaging instruction manuals, knowledge-based articles, presentations, and other resources to convey clear and concise information and facilitate user training on systems.• Generate bug tickets for development to ensure prompt investigation and the timely resolution of issues.• Participate in active emergency response for venues, coordinating with vendors, onsite contacts, and stakeholders to expedite service restoration.• Apply strong interpersonal and communication skills to deliver exemplary customer service, enhancing customer satisfaction and retention. • Align objectives and liaise with business teams to discern and translate business requirements into functional specifications, bridging communications to encourage cohesion and productivity.• Identify recurring issues or areas for improvement in the software and collaborate with the development team to implement enhancements or bug fixes. Show less

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 • 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 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.• Gathered customer feedback on software usability, functionality, and performance to identify areas for improvement and inform product development.• Provided training and guidance to customers on how to use the Appetize software effectively, including new features and updates Show less

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 • 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 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.• Leveraged available tools for performance monitoring and delivering swift responses to network challenges. Show less

• 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 • 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 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 • 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 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.• Ensured precise and up-to-date records of current and previous technology operations were consistently maintained. Show less

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 • 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 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 • 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 the efforts to define, analyze, and implement technical and functional improvements.• Managed over (18) Agencies for the State of Georgia / IBM Escalation; Software /Hardware IT accounts.• Expedited and resolved software and hardware technical issues Show less

• 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 • 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 integration tasks.• Communicated the status of key activities, risks, and issues to IT teams and project stakeholders. Show less

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.