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.• Balanced multiple tickets and projects simultaneously while meeting tight deadlines and strict quality requirements; pivoted quickly to address changing needs and priorities.PRODUCT SUPPORT TIER 1, August 2021 to January 2022 • Offered Tier 1 support to Dutchie software customers across phones, email, and chat; maintained personal ticket queue, documented tickets, and followed escalation procedures.• Collaborated cross-functionally with other departments including engineering, implementation, and customer success to expedite goal achievement and improve the customer experience.

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, multi-channel support communications, and competitive internal agent statistics.• 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, 2012, and 2019.• Configured and implemented SSL/TLS certificates; troubleshot software applications within Cloud and Premise environments; analyzed network packet captures for VOIP communication.• Identified root cause analysis for every ticket and/or problem; documented all activities in the ticketing system clearly and concisely.

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.