Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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BRYSEN THOMAS

Richmond

Summary

Detail-oriented and results-driven Cybersecurity graduate from Old Dominion University with a B.S. in Cybersecurity and a minor in Criminal Justice. Recently worked as a Technical Analyst at Intact Technology, where I played a key role in developing and designing ServiceNow solutions, collaborating closely with developers on system configurations and supporting development initiatives. Skilled in problem-solving and passionate about delivering innovative solutions, I continuously enhance my technical expertise and certifications. Recognized for my adaptability, I excel in fast-paced environments and enjoy collaborating with development teams to tackle complex challenges.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Support Analyst

AvePoint
08.2025 - Current
  • Troubleshoot and resolve complex technical issues in Microsoft Cloud environments, using internal logging tools and development resources.
  • Conduct root cause analysis to identify and solve recurring software problems, ensuring long-term solutions for customers.
  • Address and resolve customer inquiries, technical challenges, and implementation issues, ensuring customer satisfaction and fostering long-term relationships.
  • Work closely with developers, product managers, and account managers to resolve customer issues and drive product improvements.

IT Systems Support Technician

Trader Joe's
05.2025 - 08.2025
  • Ensured the smooth operation and maintenance of all IT systems, including workstations, servers, and network infrastructure.
  • Enforced a safe job site and maintained compliance with company safety, OSHA and customer-specific safety standards.
  • Supported IT end-user concerns using various troubleshooting methods and root cause analysis to resolve issues.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Provided support to Autonomous Guided Vehicles (AGV's) within worksite.

Technical Consultant

Intact Technology
05.2023 - 04.2025
  • Configured, customized, and maintained the ServiceNow platform/instances to meet organizational needs.
    • Created, updated, and managed user roles, permissions, and groups to ensure proper access control.
    • Performed regular system health checks, updates, and patches to ensure the platform ran smoothly.
    • Tracked performance metrics and troubleshot any issues related to system performance and availability.
    • Responded to and resolved incidents and service requests related to ServiceNow.
    • Designed and developed custom applications, modules, and features within the ServiceNow platform.
    • Wrote scripts (e.g., Business Rules, Client Scripts, Scheduled Jobs) to automate workflows and tasks.
    • Tailored out-of-the-box ServiceNow features (forms, tables, fields, etc.) to meet business requirements.
    • Diagnosed, troubleshot, and resolved issues in custom code, scripts, and system processes.

Cybersecurity Instructor

Startfield
Norfolk
11.2022 - 05.2023
  • Assisted in facilitating the learning of the youth in regard to cybersecurity for public schools across Northern VA
  • Helped to create a well-rounded curriculum centered around cybersecurity fundamentals, best practices, and new discoveries
  • Facilitated the running of detailed labs to deepen the understanding of the youth

IT Help Desk Specialist

Old Dominion University
Norfolk
10.2022 - 05.2023
  • Assisted students, faculty, and staff with a range of technical issues—from connectivity problems to account access all while maintaining a patient, courteous, and supportive demeanor.
  • Provide clear, step-by-step guidance to help users understand the solutions and feel confident handling similar issues in the future.
  • Document support requests and follow up as needed to ensure timely resolution and a positive user experience.

Customer Service Representative

Uhaul Moving And Storage
Norfolk
06.2019 - 10.2022
  • Assisted customers with reservations, equipment selection, and rental inquiries, ensuring they feel supported and informed throughout the process.
  • Provide clear, courteous guidance on policies, procedures, and vehicle operation to help customers feel confident and prepared for their move.
  • Resolve issues and follow up on concerns in a timely, professional manner to maintain a smooth rental experience and positive customer relationships

Education

B.S. - Cybersecurity, Minor in Criminal Justice

Old Dominion University
Norfolk, VA
5 2023

High School Diploma -

Forest Park High School
Woodbridge, VA
5 2019

Skills

  • ServiceNow administration
  • Incident management
  • Software configuration
  • Scrum framework
  • Project Management
  • ITIL Foundations
  • Technical Support
  • Event Coordination Skills
  • Workflow configuration
  • Diagnostics and troubleshooting
  • Data analysis
  • Technical support
  • Cybersecurity
  • Hardware and software installation
  • JavaScript programming
  • Report generation
  • ServiceNow development

Certification

• ServiceNow Certified System Administrator (CSA) 2023
• ServiceNow Certified Implementation Specialist Software Asset Manager (CIS-SAM) 2023
• ITIL Foundation Certification v4 2023
• Certified Application Developer (CAD) 2024
• DHS Trusted Tester (Section 508 Conformance) 2025
• Minimum Background Investigation (MBI)

Personal Information

Timeline

Technical Support Analyst

AvePoint
08.2025 - Current

IT Systems Support Technician

Trader Joe's
05.2025 - 08.2025

Technical Consultant

Intact Technology
05.2023 - 04.2025

Cybersecurity Instructor

Startfield
11.2022 - 05.2023

IT Help Desk Specialist

Old Dominion University
10.2022 - 05.2023

Customer Service Representative

Uhaul Moving And Storage
06.2019 - 10.2022

B.S. - Cybersecurity, Minor in Criminal Justice

Old Dominion University

High School Diploma -

Forest Park High School

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