Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Bryan Douglas

McDonough,MI

Summary

Results-driven professional with a diverse background in technical support, customer service, and cross-functional collaboration. Skilled in managing complex systems, efficiently resolving issues, and providing support to internal teams and external clients across various industries including technology, healthcare, and retail. Recognized for exceptional problem-solving skills, keen attention to detail, and effective communication with both technical and non-technical stakeholders. Proven ability to quickly adapt to new systems and processes, while continuously seeking ways to optimize operational workflows and elevate user experience.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Network Engineer /Project

HoneyBakedHAM
01.2025 - 06.2025
  • Collaborated with General Managers and Franchise Owners to set up network infrastructure for new store openings, ensuring seamless connectivity and integration with corporate systems.
  • Played a key role in the company-wide POS refresh project, supporting hardware rollouts, network configuration, and system testing to ensure smooth transitions.
  • Developed and executed scripts to resolve recurring POS issues, significantly reducing support tickets and improving transaction reliability at store level.
  • Deployed and maintained routers, switches, firewalls, and wireless access points to support secure and efficient operations across corporate and franchise locations.
  • Developed documentation and training materials to assist with basic troubleshooting and network maintenance tasks.

Help Desk & Porting Dept

AT&T /Cricket Wireless
10.2024 - 01.2025
  • Provided first-line support for network-related service issues, including dropped calls, poor signal strength, and data latency, utilizing ticketing systems like ServiceNow to track, prioritize, and resolve customer complaints within SLAs.
  • Supported remote configuration and troubleshooting of routers, switches, and firewalls. Experience with Cisco and Meraki network equipment, especially switches and access points.
  • Resolving issues such as connectivity problems with devices such as Cisco and Meraki network equipment, especially switches and access points.
  • Responded to real-time alarms and escalated critical issues to Tier 2/3 engineers as necessary.
  • Having the ability to work directly with non-technical clients to identify and resolve technical issues.

Microsystem Tech

Northside Hospital
12.2018 - 12.2020
  • Analysis of all computers from a remote and perform upgrades when necessary to Windows 10 deployment in Service Now, Shared folders.
  • Setting up Office Suite and other applications using, SCCM, Dameware, Active Directory, as an admin to create groups for users.
  • Nurse applications (One Chart, Anesthesia, SmartID) for specific floors and departments regarding Windows 10 deployment.
  • Image at least 7 PC’s a day along with assisting helpdesk close 30 tickets per day.

Help Desk Engineer

Focus Brands
07.2018 - 12.2018
  • Answering emails for new Franchisee’s setup and documenting tickets in Service Now (completing 3 stores a day).
  • Setting up Revel POS for Auntie Anne’s project, making necessary changes for franchise.
  • Analysis of all routing connectivity using Windows 7 OS and iPads.
  • Training new hires on the REVEL POS system.
  • Using Office 365 as an admin to create documents for training material.

Customer Service Representative

National Cash Register
01.2018 - 06.2018
  • Answering 30 – 60 daily phone calls for technical issues and documenting tickets in Salesforce (Which include Apple, Android and Windows issue).
  • Setting up NCR Silver POS for use which includes Android tablets, iPad, receipt printers, and scanners.
  • Performing upgrades, when necessary, on apple and Android devices.
  • Using Office 365 as an admin.
  • Testing equipment before installing such as printers, cash drawers, iPads.

Education

High School Diploma -

Clarkston High School
05.2010

Skills

  • PowerShell
  • Network configuration
  • LAN switching technologies
  • Network Troubleshooting Abilities
  • Active listening
  • Critical thinking
  • Computer proficiency
  • Conflict resolution
  • Microsoft Office Suite

Certification

Information Technology Certification

Timeline

Network Engineer /Project

HoneyBakedHAM
01.2025 - 06.2025

Help Desk & Porting Dept

AT&T /Cricket Wireless
10.2024 - 01.2025

Microsystem Tech

Northside Hospital
12.2018 - 12.2020

Help Desk Engineer

Focus Brands
07.2018 - 12.2018

Customer Service Representative

National Cash Register
01.2018 - 06.2018

High School Diploma -

Clarkston High School

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