Tyran Smith

About Tyran Smith

Detail-oriented and customer-focused Technical Support Specialist with hands-on experience supporting enterprise environments across corporate, retail, and multifamily portfolios. Skilled in endpoint administration, identity and access management, and end-user support across Microsoft 365, Azure AD, Okta, and ServiceNow platforms. Currently supporting Brookfield Properties as a first point of contact for technical issues across North America, providing responsive troubleshooting, user provisioning for business-critical applications, and secure access management through Conditional Access and MFA solutions.Prior experience includes working as an IT Support Analyst for the Cleveland Cavaliers, where I developed strong problem-solving and communication skills while supporting users in a fast-paced, high-visibility technology environment. That experience reinforced my adaptability, attention to detail, and commitment to delivering excellent end-user support under pressure.

Experience

1. Technical Support Specialist

   Brookfield Properties

   Sep 2025 — Present

   Serve as the first point of contact on the Service Desk Call Queue, handling incoming support calls and tickets from end users across North America.Provide IT support for retail and multifamily divisions, ensuring reliable operation of hardware, software, and network systems across all sites.Manage and resolve incidents through ServiceNow, maintaining detailed documentation, prioritizing SLAs, and delivering high-quality customer service.Provision and manage user accounts for business-critical applications including JDE, PMWeb, and DocuSign, ensuring proper access and security compliance.Configure and troubleshoot Multi-Factor Authentication (MFA) solutions using Okta and Microsoft Authenticator, assisting users with enrollment, resets, and device changes.Support Conditional Access policies and identity management within Microsoft Entra ID (Azure AD) to maintain secure authentication and compliance standards.Collaborate with Tier 2 and Desktop Engineering teams to escalate complex incidents, document resolutions, and contribute to internal knowledge base articles.Demonstrate strong analytical, communication, and customer service skills, consistently delivering clear guidance while resolving complex technical issues.

Education

• Cleveland State University

  Cybersecurity Analytics Bootcamp Powered by Fullstack Academy

• Capital University

  Bachelor of Arts - BA, Music Technology

  2018 — 2022