Ryan Neher Email & Phone Number

Denver, Co, Us

Denver, Colorado, United States

Greater Denver Area

Developed automation solutions to address failed middleware job errors. Crafted SQL stored procedures and set up databases for specific use cases. Designed and executed comprehensive test cases. Managed the creation and maintenance of AWS instances.Oversaw updates and maintenance of Linux hosts. Achieved a significant milestone by automating a self-healing/error-handling system, reducing the department's workload by over 50%.

Denver, Co

• Write automation code to handle proprietary software jobs (mostly Python)• Write SQL stored procedures• Monitor server clusters and site integrity• Troubleshoot failed middleware jobs• Delegate teams to specific tickets/issues

Provides technical assistance and customer support to software customers by performing the following duties. ESSENTIAL DUTIES AND RESPONSIBILITIESAnswers frontline support calls and emails as requests arise.Provides accurate solutions to end users/administrators of EMS software products.Logs all pertinent client information regarding support calls and outcomes into ticketing system.Documents solutions for future reference for support staff and customer FAQ’s.Instructs customers in the use of software and user manuals.Recommends or performs minor remedial actions to correct problems.Provides updates, status, and completion information to manager, and/or customers, via telephone, e-mail, in-person communication;Recognizes and refers escalation matters to Tier 2 Technical Support Specialist or Manager, Customer Care. QUALIFICATIONSEducation/Experience:Two years post-secondary education with or one to two years related external customer care experience and/or training; or equivalent combination of education and experience. Customer Contact SkillAbility to develop feasible and innovative solutions to customer service issues. Ability to listen, comprehend, effectively query and interact with a customer. Ability to handle irate or difficult customers. Dependable follow-up, recognition and development of positive customer relationships.

Greater Chicago Area

Essential Position FunctionsPrinciple Accountability | Customer Service• Provide first-level technical support to end users via various modes (e.g., email, log me in)• Communicate effectively with both novice and proficient customers and end users• Ensure timely resolution of IT requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues and documenting resolutions• Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions• Advocate for the interests of end users within internal IT communications and meetings• Deliver basic instructions and training, for all supported applications and hardware Principle Accountability | Application Support• Administer user accounts through Active Directory, MS Exchange, Shoreware Director, etc. as well as other proprietary Echo applications for all on/off-boarding and position change requests• Perform maintenance of select proprietary Echo applications• Route tickets/defects to Echo QA and Development teams• Work closely with the QA team to confirm production defects and identify alternative solutions Principle Accountability | Desktop Support• Install, troubleshoot and configure all productivity and business applications• Troubleshoot and support all Echo employee hardware including windows-based desktops, laptops, Tablets, Smartphones, projectors, telecom handsets, headsets and A/V equipment• Gather workstation requirements and perform, imaging, profiling and assembly/disassembly of workstations for equipment refreshes and on/off-boarding requests• Work within the IT purchasing process to seek approval, test, provision, and inventory assets

Bloomington/Normal, Illinois Area