Ryan Krafick Email & Phone Number

• PRODUCT SUPPORT Lead, January 2022 to May 2023
• Engaged with customers via phone, email, and chat to build rapport, identify needs, and create customized Tier 2 support solutions for Dutchie software products.
• Communicated proactively with customers in personal ticket queue to relay updates and other key information; followed escalation procedures to advance customers to Tier 3 or refer to proper channels and resources.
• Generated clear, accurate ticket notes and documentation for reference and record keeping; included insightful observations and recommendations when appropriate.
• Coached junior team members and led training and shadowing sessions to address technical and policy questions; explained complex information in easy-to-understand terms.
• Championed policies that improved the customer experience; solicited and applied constructive feedback to create memorable experiences that surpassed expectations.

Atlanta, Georgia, United States

• Supported a multi-platform contact center solution dialer system and its multiple components, including auto-dialing and manual dialing, record management, IVR creation and management, workforce management.
• Built positive customer relationships and offered Tier 1, 2, and 3 support for a diverse range of software issues; answered customers’ general questions about using the software.
• Engineered technical solutions with a focus on using the least invasive intervention first; adhered to SLAs for customers of differing configurations, products, and practices.
• Instructed new technicians in Linux and product knowledge; monitored calls and reviewed work to determine when technicians were ready to handle calls independently.
• Troubleshot Dialogic and Asterisk telephony systems (VOIP and T1s) using Linux and Windows Server operating systems; used PostgreSQL and SQL Server Studio Database Query languages; used Windows IIS webserver 2008.
• Configured and implemented SSL/TLS certificates; troubleshot software applications within Cloud and Premise environments; analyzed network packet captures for VOIP communication.

Alpharetta, Georgia, United States

• Delivered comprehensive Tier 1 support for cash register and kiosk software and hardware; cultivated positive client relationships that drove satisfaction and retention.
• Kept current on various clients’ SLAs for differing configurations, products, and practices; documented activities in the ticketing system.