Ryan Martin Email & Phone Number

Asheville, NC, US

Austin, Texas, United States

Austin, Texas Metropolitan Area

Austin, Texas Area

Managed a $1.4M outcome-based hardware migration project at Fortune 50 client that beat initial budget projections and completed 3 months earlyImplemented automation initiative within a managed service model at a Fortune 5 client that resulted in 99.99% data quality assurance and saved up to 25 hours a month for the team

Austin, Texas

• Manage scope and financials for engagements and assist in keeping the engagement on track for time, budget, and deliverables; Monitor engagements, ensuring scope and contract compliance; Manage day-to-day engagement.
• Manage portfolio of engagements for Fortune 100 clients with total yearly budget over $10 million
• Lead engagements consisting of Help Desk Support, Network Operations, GIS Analysis, and Data Center solutions

Austin, Texas Area

Nottingham, Maryland

• Oversee network monitoring and fix agent dispatching, serving nearly 5 million customers throughout NJ, PA, DE, MD, DC, WV, and VA; supervise 7 direct reports and manage over 60 team members. Collaborate with senior.
• Reduced network operating cost per customer 28% YOY by aligning network fault prioritization with Technical Operations teams through evaluation of KPIs and other metrics; improved customer experience.
• Decreased customer trouble call rates 18% YOY through development of processes and tools to identify and dispatch network issues more effectively; collaborated with Engineering and Technician Leadership.
• Raised employee satisfaction 10% YOY by implementing focus groups, targeting key employee issues and establishing effective communication process between frontline employees and management.
• Lowered repeat incident ticket rates by designing new standards to resolve issues on first incident.
• Administered networking monitoring for two large scale events by identifying unique architecture and tailoring operation plans; 2016 Democratic National Convention and 2015 Papal Visit to Philadelphia.

New Castle, DE

• Administered end-to-end management on numerous projects for Operation Center department and Maintenance Technicians, including web application design, technology implementation, process design, and organizational.
• Reduced overlapping costs and created capability of sharing incoming calls through consolidation of phone platforms throughout multiple business units.
• Led merge network monitoring project within Northeast Division and Time Warner Cable by managing organizational effort of immigrating customer services.
• Decreased trouble ticket calls and improved response time by developing new workforce management tool for Technicians to intake and prioritize work based on customer needs.
• Optimized reallocating headcount process within two business units by leading strategic planning of reorganization.
• Conducted training and development sessions to technicians on new workforce management tool.

Nottingham, MD

• Led daily activities associated with network issues involving identification and resolution; supervised 14 Network and HFC Technicians. Designed and maintained procedural guides for operational efficiency; conducted.
• Acquired annual cost savings of $200K through identification and improvement of gap in call deflecting during network maintenance tickets.
• Improved processing efficiency by designing formula to measure productivity per Network Technician.
• Enhanced daily recording and reporting of network maintenances as key team member in developing SM Night Monitor Tool.
• Performed training and mentoring meetings to staff members on technology and networking advances.

Nottingham, MD

• Diagnosed issues within network encompassing over a million customers throughout MD, VA, DC, DE, and WV. Monitored range of equipment involving Cisco and Juniper routers, switches, and hubs; supplied updated.
• Attained 94% ticket quality score average by maintaining high productivity through effective multi-tasking.

Nottingham, MD

Documented information into trouble ticketing system, including diagnostic results, repair data, and escalation when needed. Managed communications with customers through resolution involving field and internal staff; isolated video, high speed internet, and telephony problems.

Master Of Science, Information Systems, 3.6

Bachelors, Environmental Studies, 3.6

Activities and Societies: National Philosophical Society- Graduated Cum Laude - Achieved Honors in Environmental Studies - Earned a Minor.