Ryan Diffendall Email & Phone Number

Hanover, PA, US

• Promoted to Desktop Support to take on projects, image and deploy hardware, and assist with the resolution of escalated incidents and service requests from tech support
• Responsible for imaging, configuring, updating, scheduling, deployment, and data transfer of PC systems to both in-house and remote employees totaling over 3500
• Responsible for configuring, deploying, tracking, and troubleshooting iPads
• Maintained a detailed inventory of on-hand equipment and ensured accuracy, while correcting any discrepancies and accounting for them appropriately
• Led multiple hardware replacement projects consisting of 20-30 machines per project, all completed ahead of schedule

• Promoted to Senior role due to high quality of work, attention to detail, dependability, advanced troubleshooting skills, and overall in-depth knowledge of the position
• Second in command and ensured smooth daily operation in the absence of the supervisor
• Point of contact for all printer related concerns at the corporate office, as well as main contact to our third party vendor
• Trained five new employees in our systems such as Helpstar, AS/400 administration for our 3rd shift operator, Citrix, Windows OS, and also main go to person with ongoing troubleshooting support for the team
• Re-deploying machines within a turnaround time of 24 hrs or less with a 99% success rate

• Provided telephone and face-to-face support for an end-user community of over 3000 employees
• Daily interaction with all departments of the company, and an in-depth knowledge and understanding of Dell desktops, Dell laptops, and operating systems
• Responsible for on-call requests during evenings, nights, and weekends
• In-charge of adding/modifying/deleting phone/voice extensions to our Seamen phone system as well as main person in charge of re-routing the phone lines during employee moves
• Wrote procedures for employees covering 3rd shift, as well as a helpdesk manual used for training new hires
• Configured WS2000 devices for deployment to our company warehouses