Derrick Ryan Email & Phone Number

Tampa, Florida, US

As a ServiceNow veteran and being a results-driven Director of Solutions Consulting, I excel in leading a high-performance team to deliver innovative and impactful solutions. With a deep understanding of our clients' needs, we leverage our extensive expertise in your industry/sector to guide our team in crafting tailored solutions that drive business.

Tampa, Florida, US

Santa Clara, CA, US

Santa Clara, CA, US

Delivering world-class customer experiences while focusing on resolving technical issues through driving cross-functional teams, ensuring customer issues are clearly identified and resolved effectively.

Basking Ridge, NJ, US

Kalamazoo, MI, US

• Played an integral part in our re-implementation of ServiceNow, including requirements gathering for Incident and Request Applications and Modules, CMDB Application and Modules, Incident and Request form configuration.
• Supported 2 major version upgrades to ServiceNow platform, including providing UAT testing for Incident and Request applications and modules.
• Developed and delivered training materials specific to the usage of ServiceNow post-re-implementation of a new, clean instance (Istanbul).
• Established and implemented world-class Incident and Request management processes aligned to ISO and ITIL principles.
• Reduced the time to resolution for Major Incidents (P1) by 60% by implementing a streamlined process.
• Drove continuous improvement of Incident and service request processes using tools like Kaizen events, customer feedback initiatives, and Six Sigma.

Kalamazoo, MI, US

• Attained some of the highest employee engagement scores (Gallup Q12) in the entire company through my leadership, while leading a team of 10-15 desktop support resources.
• Improved and attained high levels of customer satisfaction through feedback sessions and improvement activities.
• Successfully navigated through transition to managed services.
• Improved response and resolution rates for the Kalamazoo region by 80% and outperformed peer deskside support teams on an annual basis.
• Attended ServiceNow Administrator training (fundamentals) – certification pending exam
• Created and developed reports in Performance Analytics (ServiceNow)

Kalamazoo, MI, US

• Led, managed and developed the Deskside Support and Service Desk teams in the region to deliver best in class support to end users; served as the single point of contact for all Deskside support team member requests.
• Improved customer satisfaction by 45% simply by responding to customer feedback and implementing non-transactional survey.
• Developed Customer Satisfaction survey in ServiceNow to be distributed to customers following Incident and Request closure.
• Slashed operating costs by 30% by implementing asset management for computer and peripheral procurement.
• Improved Knowledge Base utilization and creation by 75% through creative rewards and initiatives.
• Drastically improved engagement and service levels by providing statistical, performance, and customer satisfaction feedback/coaching to Deskside Support associates on a regular basis, while managing a team of over 20.

Kalamazoo, MI, US

• Implemented ITIL methodologies in overall process and KPI measurements resulting in 60% improvement in Mean Time to Resolution and 120% improvement in Customer Satisfaction in our region.
• Improved overall customer experience and satisfaction while managing a team of 10-15 Deskside Support Technicians.
• Greatly improved staff performance for incidents/requests handled, knowledge base content contributed, and meantime to resolution.
• Produced ad hoc reports in ServiceNow as well as scheduled reports to be delivered to senior team members.

Kalamazoo, MI, US

• Recruited, trained and supported help desk technicians and representatives, including proper usage of ServiceNow.
• Performed staff scheduling and provided training materials for staff.
• Managed the help desk consisting of 3 employees and conducted performance evaluations for our Corporate Division
• Followed up with customers to identify areas of improvement.
• Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Kalamazoo, MI, US

• Ensured network, system and data availability and integrity through preventative maintenance and upgrades
• Trained junior members of IT team regarding network security and troubleshooting of data circuits.
• Directed onsite training for business users to maximize productivity.
• Supervised and provided direction for six technical non-direct reports regarding deskside and service desk support.
• Entered, solved, and reported against Incidents and Requests within the ServiceNow ITSM platform.

Kalamazoo, MI, US

• Provided documentation on first level troubleshooting processes to help desk staff.
• Diagnosed and troubleshooted problems and applied solutions both remotely and in-person, in a Windows and VDI environment to increase company efficiency, while using the ServiceNow ITSM platform.
• Created shared document library in SharePoint to allow for knowledge sharing among technicians to make troubleshooting more efficient.
• Led the Division in mean-time-to-resolve and customer satisfaction while also leading the Division in number of Incidents resolved by more than double the production of the next most productive technician.

US

Provided Prompt and Amiable Customer ServiceMet Quotas by Upselling Memberships and WarrantiesKept A Clean Work EnvironmentImproved Store Layout and Organization

Master Of Science - Finance, Corporate Finance And Personal Investments

Bba, Management

Aas, Microcomputer Technician