Ryan O. Email & Phone Number

Greater Seattle Area

Responsible for the maintenance and development of data-driven decision-making metrics and dashboards in support of the fabrication shop. Work cross-functionally to improve processes and drive cost saving solutions across the organization. Interface with cross-functional suppliers and customers to understand the statement of work, collaborate towards effective solutions, and efficiently level load shop resources to deliver quality products on schedule. • Lead an effort to develop a change request process resulting in broader communication among key stakeholders and efficiently rescheduling of jobs, increasing on time customer delivery rate.• Played a lead role in the creation of a new support cell aimed towards improving the organization’s culture of cross-functional collaboration, incident management, and visual controls • Created an excel spreadsheet to offset our system limitations allowing one to visually assess, detect and raise awareness of critical issues to cost, schedule, resource capacity, and delivery • Deliver and analyze daily shop performance report metrics via dashboards to provide leadership with insights to provoke curiosity and make business decisions on how we prioritize incoming work • Track and manage the various shop area resources and capacity to forecast support of current and incoming workload• Perform data wrangling and ad hoc requests to conduct quantitative and qualitative root cause analysis with the goal of identifying performance trends and opportunities

Greater Seattle Area

Responsible for managing Capital One Investing’s Information Technology Release Management life cycle. Coordinated with stakeholders for requirements, testing and release schedule of necessary components. Managed interdependencies to ensure that a quality solution is delivered to the customer while minimizing risks and impacts.• Assisted in coordinating efforts to successful migrate from a legacy on-premise database infrastructure to the Amazon Web Service (AWS) Cloud service • Established a comprehensive release plan comprised of detailed tracking of all requirements, coordination of resources, clear communication to avoid risks resulting in no major deployment incident impacts to customers• Collaborated with cross functional teams to gather information and feedback on potential risks and consider lessons learned to make sound decisions• Provided education to IT and Business partners on release management processes and best practices• Maintain a working knowledge of systems, processes, and products to understand impacts and inter-dependencies among changes and raise concerns• Lead Go/No-Go meetings with leadership and key stakeholders to communicate deployment strategy, review risk concerns and obtain approval

Greater Seattle Area

Focused on minimizing the negative impacts of incidents by coordinating efforts to restore normal service operation as quickly as possible. We aimed to reduce the likelihood and impacts of incidents in the future by conducting thorough root cause analysis of past incidents and by managing workarounds and known errors.• Developed a Problem Management process and maintained a problem record database for the IT department• Gathered statistical data to generate Monthly Business review, Vendor issue and Critical Transaction Activity reports via the Tableau software• Document, track, and report on incident trend data to identify and suggest improvement opportunities• Work with cross functional teams on problem solving activities to identify root cause of incidents and formulate permanent solutions• Worked with leadership across our organization on an enterprise risk management initiative to document all critical business processes • Conducted a Lean project to improve the efficiency of the onboarding process for new financial advisors resulting in reducing cycle time of advisors receiving systems access from an average of 8 days to 5 days, reducing average time for admins to submit requests from 30 mins per advisor to 15 mins, and improved relationship among the involved parties (HR, provisioning, admins and advisors) to name a few.

Greater Seattle Area

Deliver an all-around customer experience through active listening, asking questions and offering a tailored solution based on the customer’s needs. Coached associates on our unique customer experience methodology, tracked performance metrics and mentored individuals on personal development goals. Improve cross-departmental learning and process improvements through knowledge sharing and cross-functional team engagement.• Coached multiple team members on an All-around Customer Experience methodology leading to consistent top team performance• Created performance dashboards to encourage friendly competition and met weekly with each associate to review performance metrics and offered guidance on personal development plans • Delivered tailored coaching sessions to individual team members focused on improving opportunity areas and leveraging strengths to encourage them to help others on the team• Lead a Six Sigma Green belt project aimed towards improving the estate handling process resulting in a higher account conversion and a better experience for both the associates and the individual contacting us on behalf of the deceased customer

Greater Seattle Area

• Establish a working knowledge of issues concerning Capital One Investing products• Provide customer service to customers of Capital One Investing through both phone and email• Documented detailed notes in the Salesforce CRM system on contacts made, and resolution on issues• Collaborated with other departments to drive a quick and fair resolution for customer issues• Effectively navigated through customer conversations to truly understand needs and offer tailored solutions

Greater Seattle Area

Suzzallo Library

Certificate, Data Analytics

Techniques in decision making. Statistical modeling/testing, SQL database, R programming language, Power BI, Data analysis and insights.

Bachelor'S Degree, Bachelors Of Arts In Economics With A Certificate In International Economics

Associate In Arts Degree, Business Administration And Management, General