Ryan H. Email & Phone Number

Newark, Ohio, United States

• Troubleshot, configured, and administered NEC Phone Systems, Switches, Cabling, Punchdowns, 110 Blocks, Jacks, Hardware, Voicemail, Secure Texting, Call Center Software, and Hands-Free Vocera Communication Badges.• Support 2300 employees at Licking Memorial Hospital and 31 Locations.• Vocera Badge, Charger, Battery Replacement Project – Configured/Replaced 1300 New Vocera Badges. Replaced Chargers. Charged 1500 New Replacement Vocera Batteries.• Assist with NEC Dterm to NEC VOIP Phone Upgrades at Family Medical Center East, Tamarack Pediatrics, Tamarack Public Relations, Pataskala Campus, Tamarack Central Billing, Messimer Information Systems, and Tamarack Patient Accounts, and 1717 West Main Street Locations.• Performed Location Moves per Engineering/Management Teams.• Successfully Completed Inventory on 2,593 Workstations and 1430 Printers for the 2020 Epic Electronic Medical Record Upgrade/Conversion Project (During the COVID-19 Pandemic).• Successfully Installed Hardware Upgrades for the 2020 Epic Electronic Medical Record Upgrade/Conversion Project (During the COVID-19 Pandemic).• EPIC Electronic Medical Record TDR (Technical Dress Rehearsal) Tester – Ran Test Scripts and reported the results to the Project Manager in an attempt to alleviate as many Bugs/Issues as possible prior to Epic Go-Live 2/27/2021.• Installed/Supported Jabra/Plantronics Wired & Wireless Phone Headsets.• Performed Internal Communications Office Key Audit.• Member of the Information Systems Fun & Activities Committee – 4 Years.

Worthington, Ohio

• Troubleshot, configured, and administered Cisco Unified CM, Cisco Unity Connection, Cisco Unified CCE, CallRex/Quality Management Suite 7.0, and VeraSMART Call Accounting.• Supported 600 employees at Corporate Headquarters and 42 store locations.• Troubleshot, configured, and supported • Processed Employee New Hires, Terminations, and Relocations in all phone systems.• Troubleshot, configured, and maintained all Telecom Equipment.• Imaged/Configured/Installed 36 Call Recording Data Collectors for locations.• Maintained Phone Headset Inventory. Reduced budget by using a vendor to repair/refurbish phone headsets for 1/3 of the cost of a new one.• Created/executed AAA Membership Department DialX Calling Campaigns.• Upgraded ClearOne Max Wireless Conference Phones to Konftel 300Wx Wireless Conference Phones.• Upgraded Cisco 7921 Wireless IP Phones to Cisco 7925 Cisco Wireless Phones.• Upgraded Cisco 7940 IP Phone to Cisco 7942 IP Phones.• Performed New Store Setups, Relocations, and Conversions.• Setup/Supported 2015, 2016, and 2017 AAA Great Vacations Travel EXPO.• Programmed/Configured LRS Transmitters/Paddle Pagers.• Created Document and Web Users to enable the Help Desk Agents to process Voicemail Password Resets.• Supported/Configured 48 Tablets for the ERS and Marketing Departments.• Resolved Emergency Roadside Service Call Center ambient noise issue.• Utilized SharePoint to track Verizon Jetpacks/Hotspots efficiently.• Assembled/Installed/Demoed Cisco Telepresence MX700.• Configured/Demoed Cisco TelePresence Video Conferencing Devices.• Supported Akkadian Console Operator software.

Columbus, Ohio

• Safelite Cell Phone Conversion Project - 5,000 Cell Phones needed converted from Sprint to AT&T by 9/2013. Completed Project 2 months early on 7/9/2013. Over 6,600 Safelite Cell Phones are now on the AT&T Network.• Troubleshot Tier 3 Cell Phones issues.• Configured Corporate Email.• Created Knowledge Base Documents for Safelite Corporate Microsoft Exchange Active Sync Mobile Phone Email Setup and Password Changes for all devices for the Safelite IT Service Desk.• Assisted Safelite Real Estate with Telecom Remodel Projects, Telecom Relocation Projects, and 16 New Windshield World Store Integrations.• LANDesk Operations Support – Telecom Tickets – Tier 3.• Dispatched LECs and Contingent/ProComm Vendors.• Weekly Telecom walk-throughs at Safelite Corporate Office and Shrock Road Call Centers.• Utilized Avaya Site Administration and Avaya CMS Supervisor to complete Telecom tickets.• Provided support for Arkadin Audio and Web Conferencing Services.• Assisted Safelite Telecom Engineers with Avaya MCC to Avaya G650 Conversion.

Columbus, Ohio

• Installed, configured, and troubleshot CallCopy Call Recording Software for AVAYA, Cisco, ShoreTel, and AI-Logix Phone Systems.• Opened tickets using Salesforce and JIRA to document, troubleshoot, and resolve any issues encountered during the CallCopy Software Installation.• Communicated directly with CallCopy Software Developers to determine course of action or resolution for open tickets.• Managed several Installation Projects simultaneously.• Provided daily updates to Director of Installation, Project Managers, and Customers on the status of my Installations.• Educated Customers on the basic operation and administration of the CallCopy Software.

Columbus, Ohio

▪ Troubleshot and repaired 18 cable box models to component level – hardware and software. ▪ Soldered and de-soldered through-hole and surface mount components. ▪ Documented all cable boxes thoroughly in STARS. ▪ Assigned to special projects on tech line. ▪ Provided feedback for flow of the tech line. ▪ Trained Technicians. ▪ Completed IPC-7711 & IPC-7721 Training - Certified IPC Specialist (CIS).

Dublin, Ohio

• Coordinated DS0/DS1 Access, Shasta, DC_C10K, and M40 Decom grooms.• Sent ASRs to Local Exchange Carriers.• Scheduled grooms on OSS Module.• Created/Issued Change Management Tickets on WDS.

Columbus, Ohio

• Utilized queries/Knowledge Base to open tickets for automated emails, Hardware/Software requests, and Open/Close tickets for work completed by IT Support Specialists.• Performed QA checks/closes on tickets and sent follow-up emails to users.• Performed Oracle, Novell, and Mainframe password resets.• Entered SCAC code requests into Mainframe and created ticket to document requests.• Documented daily Postini email requests.

Columbus, Ohio

• Provided Chase Retail Branch Bankers support for issues with Customer Assist, Teller Express, Sales Express, Contact Manager, FSD, E-Coupon, Forms Online, Deposit Hold Requests, Safe Deposit Box Due Diligence, servers, workstations, printers, scanners, pin pads, validators, cash counters, and cash dispensers remotely via phone or Eagle (Chase software similar to VPN/VNC).• Navigated Bankers through various account setup flows on Sales Express and Customer Assist.• Documented all calls thoroughly using Solutions Center Call Tracking.• Opened tickets when needed for Chase Software and Hardware using Peregrine and Eagle.• Completed Tri-state Bank One and Bank of New York Conversions successfully.

Powell, Ohio

• Assembled, manufactured, and reworked chassis, digital circuit boards, and cable sets according to schematics.• Assisted in assembly of MIRTS RX antenna.• Inventoried parts and packaged them for assembly.• Soldered surface mount and through-hole components.• Completed J-STD-001C Solder Training - Certified IPC Specialist (CIS).

Dublin, Ohio

• Troubleshot, repaired, and performed daily preventative maintenance on 70 games, bill changers, show, token dispensers, ticket munchers, and restaurant equipment.• Soldered and de-soldered through-hole and surface mount components.• Acquired skills for hydraulic, pneumatic, and mechanical knowledge.• Diagnosed and repaired the IBM POS network.• Performed daily coin drop.• Generated sales through game appearance and performance.• Performed weekly game pulls for token and ticket security controls.• Trained and developed game room cast members.• Utilized communication skills to work closely with guests and cast members.

Groveport, Ohio

• Administered QA/QC hardware and software tests on 4 digital copier models.• Entered audit information into database.• Attended Bond Release meetings.• Upgraded hardware and software options on 6 digital copier models.• Troubleshot and repaired VECH machines.• Performed rework on Allagash, network controllers, and power supplies.