Ryan Francis Email & Phone Number

Chapel Hill, Nc, Us

Raleigh, Nc, United States

- Oversaw the day to day operations of unique support team.- Managed and developed 30+ individuals across the different teams.- Developed junior leadership members through direct mentorship.- Strategically planned and delivered on training to support teams.- Focused on building a sustainable support model while rapidly growing the team.- Fostered inter-department relationships to reduce friction and create a collaborative environment.- Standardized support documentation that empowers and enables user community to extend skills, leverage system features and find resolutions to questions- Recruited and developed 10+ employees including implementation of training initiatives for new hires-Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs and preventing waste- Collaborate with the product development team to enhance product features and resolve issues with the goal of delivering a superior customer journey- Implemented and managed 8x8 IVR - Experience with Zendesk, Dynamics 365 and Salesforce for ticket tracking and reporting- Employ Aha! Roadmaps and Ideas to interface with Product Owners - Collaborate with product development in an Agile environment

- Attended User Group meetings to serve as a product expert for Application - Monitored systems in operation and input commands to troubleshoot areas such as SQL and Windows Services- Decomposed and evaluated user problems, using test scripts, personal expertise and probing questions.- Patched software and installed new versions to eliminate security problems and protect data- Streamlined repair processes and update procedures for support action consistency

Raleigh, North Carolina

Raleigh, North Carolina

Raleigh, North Carolina

Raleigh, Nc And Troy, Mi

• Develop creative strategies for reaching out to potential business leads and current business clients• Fluent in managing customer databases and managing pipeline. • Cultivating relationships with the local client base • Engage customers during group training interactions• Support coworkers by providing guidance and insight in order to reach personal, team, and store-wide goals through the mentor team• Function as the "go-to guy” on the sales floor for customers and coworkers

Metro Detroit

• Troubleshoot software, hardware, and network issues in home and business environments • Configure, repair, install, backup and recondition workstations • Setup user accounts, e-mail account, file access • Customization of operating systems including Windows, Linux, Mac and IOS • Training and consulting customers on the implementation of new technology

Cisco Certified Networking Associate, Computer Systems Networking And Telecommunications

Associate'S Degree, International Business

Bachelor Of Science (B.S.), Information Technology

Programming Web Design