Ryan Schiff Email & Phone Number

Rochester, NY, US

Muscatine, Iowa, US

• Backlog Refinement
• Facilitated weekly prioritization meetings with stakeholders, reducing tech debt and backlog clutter.
• Assisted Product Owner with monthly backlog refinement to align with customer experience goals.Set Acceptance Criteria
• Interviewed stakeholders, industry experts, and consultants to set requirements.
• Worked with IT, developers, and designers to synthesize actionable user stories.Removed Blockers
• Maintained knowledge articles, email templates, and standard work documents in Salesforce.

Davenport, IA, US

• Implemented Scrum
• Ran all Scrum ceremonies for bi-weekly sprints for 6 months.
• Instructed stakeholders and developers on Scrum methodologies.
• Assisted product owner in monthly backlog refinement and product roadmap planning.Improved Processes and Organizational Communication
• Converted Jira from team managed to company managed and implemented best practices.
• Aided dev leadership in tracking tech debt and team velocity with custom Excel templates.

Vancouver, British Columbia, CA

• Went from Zero to One
• Interviewed potential users and experts in the AI field to confirm product viability.
• Successfully launched an AI-powered digital copywriting platform.
• Implemented Hubspot CRM, Savio, Intercom, and Confluence.
• Wrote and copy-edited customer FAQs and user guides.Day-to-day Operations
• Facilitated communication, resolved disputes, defined policy, and improved business processes.

Portsmouth, New Hampshire, US

• Enabled Transfer to Remote Work
• Implemented Teams and Microsoft Planner during the transfer to remote work during COVID.
• Managed team of 12 remote workers, balanced ticket and phone queue, and handled customer and internal stakeholder escalations.Coordinated Complex Repair Projects
• Organized equipment upgrades for over 50 medical sites during the COVID epidemic to ensure stability and safety of workers and technicians.
• Provided customer and stakeholder communications during outages and disaster recovery events.Management and Escalations
• Reduced average daily tickets needing attention by 64% from 2018 to 2020 by effectively delegating assignments based on skill sets, removing impediments, obtaining training for team members, and increasing team morale.

Little Rock, AR, US

• Trained and coached new hires and veteran techs
• Monitored ticket quality and customer satisfaction scores
• First escalation point for a team of 40+ technicians.
• Developed and maintained over 1500 pages of training and reference documentation.
• Researched, scripted, and deployed workflow optimization tools
• Oversaw migration of LAN network of over 50 computers / over 190 individual aps

Atlanta, Georgia, US

• Assisted field technicians with installations and head to head testing
• Programmed and provision modems and customer premise equipment
• Supported enterprise tier clients with telecom products such as MPLS, T1, and POTS
• Troubleshooting networking equipment such as Cisco and Adtran switches and IADs
• Supported communications solutions for VOIP, voicemail, and call feature management
• Earthlink Experience Star (monthly employee recognition) awarded three times

Atlanta, Georgia, US

• Provided customer service and basic telecom troubleshooting
• Go-to team member for new hire training and escalations

Wayne, PA, US

• Worked with colleges nationwide to support their helpdesk
• Helped maintain active directory
• Supported education applications such as Blackboard.

Mahwah, New Jersey, US

• Telemarketing for satellite radio products.
• Selling to a mix of cold and warm leads.

Blue Bell, Pennsylvania, US

• Helpdesk support for City of Chicago services. (Fire, police, medical, parks)
• Helped maintain and update Active Directory.
• Remote desktop support for city employees.

Geneva, NY, US

• Deployed and maintained college desktops and computer labs.
• Desktop and network troubleshooting
• Printer, fax, and MFD troubleshooting and maintenance
• Hardware and network installations.