Ryan Lemon Email & Phone Number

United States

Austin, TX, US

• Deploy/Manage mobile devices for the entire organization
• Manage all installed systems and applications to for end point users
• Proactively identify, analyze, and resolve system problems, performance issues, and computer resource allocation
• Develops detailed technical documentation for desktop specific hardware and software; Creates, updates, and follows IT process documentation
• Manage user access controls from end to end
• Troubleshoot user application and machine issues

Milwaukee, Wisconsin, US

• Encouraged and influenced email and phone clients to make software-pairing decisions based on budget and need.
• Coached other help desk support agents on technical duties and managed hardware and software training on product catalog.
• Assisted clients with diagnosis of software and hardware issues and concerns, including frontend configuration terminals and software.
• Zendesk/Ticketing system management including Level 1 and 2 escalation tickets
• Identity management including account creation, deletion, and maintenance for Windows, MacOS and Linux.
• Created support service tickets and used web-based ticketing systems to track and deliver support services.

Newark, DE, US

• Responsible for the overall supervision of five departments in the company which included; Customer service, Sales call center, Customer operations and fulfillment support, Office of the Customer Advocate and School.
• System Issue escalation; reporting issues, attending business and technical bridge calls, providing support to IT with real time issue updates.
• Provided on call support over holidays and after hours.
• Provided real time adherence support and making case by case recommendations to the business.
• Interval level adherence and performance monitoring.
• Maintained Interval level call volume forecast and trending.

Newark, DE, US

• Performance outreach and remediation on compliance inflicted accounts
• Overseer of the entire customer care contact center floor. Supervised 60 plus agents
• Worked in conjunction with business leadership to provide improved quality scores, performance metrics, and compliance errors
• Student lending subject matter expert
• Responsible for the improvement of specific advisors assignment per month.
• Reviewed metric reports for accuracy.

Newark, DE, US

• Student lending subject matter expert
• Promoted to specialty group to take specialized calls
• Took escalated/military phone calls
• Provided quick and efficient support for customers using a wide variety of systems
• Worked with Katabat, Speedpay, DOS, FDR, ECS imagine upload systems

Doctor Of Information Technology, Information Assurance & Cybersecurity

Master'S Degree, Cybersecurity

Bachelor'S Degree, Computer And Information Systems Security/Information Assurance

Associate'S Degree, Information Technology