Ryan Waters Email & Phone Number

Tampa, Florida, United States

• Provide swift and effective first-line technical support for workstation hardware, software, and network issues through phone, email, and ServiceNow ticketing system.• Collaborate seamlessly with Tier 2 and other IT teams, escalating and resolving complex technical issues.• Proactively identify and address root causes of recurring issues, resulting in a significant reduction in support tickets and heightened system stability.

Remote

• Delivered advanced technical assistance and issue resolution for intricate IT challenges, serving as the final escalation point post-Tier 2 support.• Identified underlying origins of recurring problems, leading to the formulation and deployment of enduring remedies.• Maintained exceptional customer satisfaction through clear and compassionate communication, ensuring clients comprehended the steps taken to resolve their issues.• Produced comprehensive knowledge base documents for commonly encountered issues, empowering other agents and end users to independently address customer inquiries.• Oversaw collaborative efforts with external vendors, facilitating the resolution of ongoing concerns.