Ryan M. Email & Phone Number

• Evaluates incoming issues and gives assistance utilizing the appropriate support information and documentation in ServiceNow Incident Management system.
• Utilizing my well-versed certification knowledge with the lab equipment and other resources, I effectively troubleshoot issues and resolve equipment malfunctions.
• With the knowledge of my Security+ certification, I apply well-thought analytical, methods to provide logical resolutions to secure software applications and hardware issues.
• Reviews all technical information pertaining to supported products, including new and updated information as it becomes available.
• Utilizes correct escalation procedures on all irresolvable issues outside the range of my expertise.
• Assisted and collaborated within a small team of 5-6 individuals leading an experimental project resulting in resolving 1250 tickets/monthly and obtaining a gold award, w/savings of $1M+.

Livonia, MI

- Analyzed shipping documents for appropriate distribution and filing- Responsible for final quality inspections, and climate controls of loaded produce.- Assisted various departments in the overall finalization of necessary documentation and organization of housed product.- Managed and lead a small group with identifying and loading issues and resolving.