Bryan N.
Mid-Level IT Support Specialist
Open to offersNew to PlatformAbout
Bryan L. is an experienced Service Desk Analyst L2 with over seven years at Unisys, specializing in IT support for Omnicom and Baxter accounts within the technology services sector. Bryan’s responsibilities have included advanced troubleshooting with Windows OS, O365 applications, Active Directory, and VPN across Windows, Mac, Android, and iOS platforms. He has significant experience with ticketing tools such as ServiceNow, BMC Remedy, and Salesforce, regularly handling ticket escalations, management, and coaching L1 analysts to ensure high standards in IT operations. Bryan has also managed knowledge bases by creating and maintaining KB articles, leading improvement meetings with clients and operations teams. Earlier, he worked in recruitment roles at INT Technologies and PSG Global Solutions, and contributed IT helpdesk expertise at Sutherland Global Services, RingCentral, and Stream Global Services, serving both consumer and enterprise clients in support, escalation, and technical problem resolution.
Experience
Knowledge Management
Unisys (Omnicom account) · 2023 — 2025Oversaw the management of the Knowledge Base by creating, modifying, extending, and retiring knowledge articles. Facilitated monthly meetings with Operations and weekly sessions with Clients to enhance KBA. Handled dashboard and report creation or modifications in ServiceNow.Service Desk Analyst L2
Unisys (Omnicom account) · 2022 — 2025Provided support in a level 1 capacity while managing ticket escalations and scrubbing. Conducted training and managed L1 personnel as required. Engaged in weekly discussions regarding knowledge articles and executed advanced troubleshooting for Windows and O365 applications. Addressed issues concerning VPN and other user tools across various platforms.Service Desk Analyst L1
Unisys (Baxter account) · 2018 — 2022Delivered support via phone and chat, while managing password resets and user group additions in Active Directory. Troubleshot O365 applications and assisted with AS400 access. Acted as point of contact for web ticket handling and engaged in ticket management alongside training agents in proper procedures. Supported users across multiple operating systems.Technical Recruiter
INT Technologies · 2018 — 2018Focused on developing long-term relationships with clients while providing staffing solutions to tackle organizational challenges. Contributed to the growth of the company recognized in the staffing sector, specifically catering to Fortune 2000 companies.Talent Acquisition
PSG Global Solutions · 2018 — 2018Sourced qualified candidates for job orders by utilizing job boards and applicant tracking systems. Conducted phone interviews to assess qualifications and set up interviews between candidates and hiring managers.Consumer IT Helpdesk - Escalations
Sutherland Global Services · 2015 — 2018Managed callback requests, conducted daily and weekly survey reports, and served as the point of contact for escalations. Assisted agents in troubleshooting and led coaching sessions to enhance performance. Administered SharePoint forums.PFS AOL Level III
Sutherland Global Services · 2015 — 2018Facilitated cross-platform technical support for Windows, MacOS, Android, and iOS. Executed advanced troubleshooting for Windows and Mac operating systems and remotely modified settings. Completed printer setups and performed manual virus removal.Support Engineer
RingCentral · 2013 — 2015Provided VOIP support and handled network setup for VOIP services, including iPBX and phone configurations.Support Engineer
Stream Global Services · 2012 — 2013Delivered technical support for Windows and MS Office through phone and chat. Conducted advanced troubleshooting for various Windows operating systems and set up OOBE for Windows and MS Office.
Skills & Expertise
Education
- Professional Culinary ArtsMagsaysay Institute of Hospitality and Culinary · 2006 — 2006
- Doctor of Dental Medicine (undergraduate)Unciano Paramedical Colleges Inc. · 1997 — 2004
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