Ryan Stone Email & Phone Number

Coeur D'Alene, Idaho, United States

Promoted to Director of Support Manage the relationship of over 350 Siriusware clients with thousands of end users.Managing director of all Tier 1 and Tier 2 System Specialists.Continue to serve as the primary escalation resource for SQL data investigation, SQL data repair, slow system performance issues, or any issue that presents a challenge to either Tier of support. Continue to develop best support practices to maximize technical support efficiency and maintain 5 star customer service. Presently leading the technical migration of Siriusware support from Salesforce to Jira Service Desk.Continue to develop best support practices to maximize technical support efficiency.

Coeur D'Alene, Idaho, United States

After creating the 2-tiered support structure I moved myself into the role of managing the Tier 2 support team. This team is responsible for all manors of advanced support issues, custom SQL queries, IIS issues, SQL data repair, troubleshooting slow systems etc..I personally train and support each of these team members to ensure they are maximizing their potential, enjoy what they do, and serve as role models for junior support reps.Became a certified Salesforce administrator to transition our companies support software from Numera Footprints to Salesforce service cloud.Created automation routines within Salesforce to send customer surveys to clients after support requests were completed to see where we could do better.

Promoted to Manager of Support.Managed the relationship of over 300 clients with over a thousand end users.Managed a large group of support System Specialists.I was the main escalation resource for any support request that were not resolvable by standard support.Created skills testing protocols for new company hires. • This included setting up virtual machines with a variety of challenges that applicants had to try and resolve. • This also included interviewing all new hire candidates.Created a system to better manage how software bugs were prioritized for development teams.Created a product support specialist support module to reduce resolution times for support cases. Created a two-tiered support structure to better relieve expensive development resources and improve response times.Continued to remain the primary escalation resource for advanced support problems.

Gunnison, Colorado, United States

Promoted to assistant manager of technical support. Worked with the support manager to ensure all support clients (approx 300 at that time) were being taken care of properly. Designed new software functionality to reduce technical support cases and improve customer relationships.Designed and implemented ways to track support cases to look for support case patterns allowing us to analyze the data in an effort to improve processes.

Gunnison, Colorado, United States

Transitioned from Software System specialist to Team Lead of the organizations largest clients.Met with client-side teams on a weekly basis to ensure their needs were being met.Provided technical support and customized solutions to ensure clients could maximize profits through creative marketing programs.Managed a small team of support specialist to ensure client support coverage was maintained, and that customer satisfaction was as high as possible.

Gunnison, Colorado, United States

Provided software and hardware technical support for Siriusware clients. Onsite customer installations for Siriusware point of sale systems.

Colorado Springs, Colorado Area

* Field inspection and maintenance of IBM Business Systems in Government and Civilian markets. * Maintained customer relations with IBM Partners, and clients.