Ryan Schultz Email & Phone Number

Buford, Georgia, United States

Greater Atlanta Area

Manage the QA organization over multiple offices and countriesDevelop the company wide test strategyReported on project and testing progress to the executive teamCollaborated with other department heads to ensure timely and quality software deliveriesTransitioned the QA team from a Waterfall model to an Agile oneMigrated the Test Suites from Excel Spreadsheets and Sharepoint to Azure DevopsParticipated in recruiting and hiring of QA personnelEstimated and approved all new projects for QAWorked with other Senior Management on Company wide improvementsScheduled and Planned work for the QA TeamWrote and delivered quarterly reviews for the QA team

Duluth, Georgia

 Supported a client base of over 2000 sites. Managed the day to day activities of a team of 20 technical support representatives for the Radiant POS and Aloha POS solutions. The helpdesk handled over 2000 tickets a month. Managed the schedule for the desk including On-Call rotations, time off requests and weekend coverage. Mentored and trained new technicians on supporting the Radiant POS solution.  Implemented new policies and procedures to streamline support operations. Managed product rollouts to new and existing customers ranging in size from 1 or 2 locations to over 500 locations.  Served as a technical escalation liaison between vendors and the helpdesk. Gathered and Analyzed Ticket data to generate performance metrics. Coordinated with other departments on projects and procedures to improve productivity

 Supported the Radiant Entertainment POS solution.  Handled direct calls from individual sites and corporate contacts. Troubleshot software and hardware issues remotely. Worked with Development and QA to resolve software defects. Tested and managed software rollouts to customers. Trained and mentored new technicians Created documentation on procedures for the desks knowledgebase

 Configured home networks for use with Media One cable modems. PC Hardware installation and troubleshooting.