Ryan W Rankin Email & Phone Number

Caldwell, ID, US

Eagle, Idaho, United States

• Oversee Client Support and Client Onboarding teams, aligning with departmental and company goals.
• Manage personnel, conduct reviews, and foster team development with 10 people underneath me at some points.
• Direct and audit processes for efficiency, ensuring alignment with company values.
• Act as a stakeholder for new features and bug releases, collaborating with cross-functional teams.
• Lead client-benefit projects, managing timelines and ensuring successful completion.
• Manage Help Center content and Tovuti University site.

Eagle, Idaho, United States

• Manage and build the Tovuti Support team with 5 direct reports at one time
• Manage and build the Tovuti Onboarding team with 4 direct reports at one time
• Navigate and implement tool and system migrations by transitioning from a Jira ticketing system to a Zendesk ticketing system
• Interview, train, and support new direct reports
• Display logic and understanding in all aspects of the role
• Direct and manage a Zendesk based Help Center

Eagle, Idaho, United States

• Provide Technical and Troubleshooting Support to clients of Tovuti LMS
• Manage and build a Tovuti Support team with 5 direct reports at one time
• Navigate and implement tool and system migrations by transitioning from a Hubspot ticketing system to a Jira ticketing system
• Interview, train, and support new direct reports
• Display logic and understanding in all aspects of the role
• Create and manage a Confluence based Help Center

Boise, Idaho, United States

• Provide Technical and Troubleshooting Support to clients of Tovuti LMS
• Work in and support clients through a Hubspot ticketing system
• Display logic and understanding in all aspects of the role
• Create and manage a Hubspot based Help Center
• Draft and enact policy for a growing Tovuti Support team
• Communicate to frontline and management teams calmly and professionally in Service Outage situations.

Meridian, Idaho

• Provide Tier 2 technical support for the Verified First Engineering team using Salesforce cases.
• Escalate and operate within Atlassian ticketing system for development and Tier 3 escalations.
• Coordinate meetings with multiple managers and directors for product and requirement gathering meetings.
• Display logic and understanding in all aspects of the role, and providing facts and considerations to relevant personnel.
• Document and release training articles using Confluence collaboration software.
• Lead training sessions to support Tier 1 technical operations and provide technical support to onboarding departments.

Meridian, Idaho

• Build portals and interfaces for clients conducting criminal background screening and resume verifications.
• Integration of drug screening for clients wishing to bundle with Quest Solutions.
• Client and Agent support in solving issues regarding our services.

• Managed a combined total of 100 On-Campus Residents with diverse needs and challenges.
• Coordinated monthly and bi-weekly events for On-Campus Residents with an educational concept if possible.
• Presented budget proposals for planned events and made concessions and compromised to meet the assigned budget.
• Worked closely with on-campus security, city policy, and medical services during critical situations.
• Compiled situation descriptions and eye-witness reports into a professional situation report for use in University filing and Police report.
• Handled conflict and mediated between students during arguments.

• Responsible for answering phone calls and interacting with conference guests.
• Checked-In conference guests to their rooms and maintained accurate logs to be reported to the conference coordinator.
• Distribute and forward mail to resident mailboxes.
• Interacted with guests and ensuring their needs are met to satisfaction.
• Maintain accurate logs for lockouts, equipment check-out, and accurate financial management for guests.

• Managed a combined total of 45 On-Campus Residents with diverse needs and challenges.
• Coordinated monthly and bi-weekly events for On-Campus Residents with an educational concept if possible.
• Presented budget proposals for planned events and made concessions and compromised to meet the assigned budget.
• Worked closely with on-campus security, city policy, and medical services during critical situations.
• Compiled situation descriptions and eye-witness reports into a professional situation report for use in University filing and Police report.
• Handled conflict and mediated between students during arguments.

• Integrated Excel into security hardware surveys, improving overall efficiency and accuracy.
• Ensured quality installation of door and handle hardware security systems.

• Responsible for ensuring high-quality customer service and friendly professionalism.
• Stock shelves during night-shift and ensure daytime operations were set up for success.

• Responsible for ensuring high-quality customer service and friendly professionalism.
• Became a dedicated Dairy Department worker and solely responsible for the Dairy Department during the afternoon shift.

Bachelor Of Business Administration (B.S.), Business Administration And Management, General, Gpa: 3.53

Activities and Societies: Honored with Cum LaudeI graduated with my Bachelor of Business Administration at Boise State University in May.

Associate Of Science (A.S.), Economics, Gpa: 3.63

Activities and Societies: Honored with Cum Laude, Associated with Phi Theta KappaI graduated from North Idaho College with a General AA.