Ryan Katz Email & Phone Number

Indianapolis, Indiana Area

• Responsible for the troubleshooting and resolution of tier-2 escalated incidents from the Service Desk for Enterprise/Back-Office applications (ServiceNow-ITSM Instance, Dynamics 365, github, etq)• Responsible for triaging and escalating incidents to tier-3 teams when development efforts are required for the resolution of issues• Responsible for sprint stories and story tasks assgined to me during quarterly SAFe PIs• Responsible for deployment of my application updates into Production environments from SAFe stories• Responsible for group and role administration in the ServiceNow ITSM environment• Responsible for coordinating and scheduling patches and upgrades for the ServiceNow ITSM environment• Primary IT Administrator for ServiceNow (ITSM Instance)• Primary IT Administrator for Dynamics 365• Collaborating with and assisting Business Administrators for Dynamics 365 and etq when the questions they receive are more technical than process-oriented

Indianapolis, Indiana Area

• Responsible for picking up incidents from ServiceNow• Responsible for taking inbound phone calls as a first line of IT support for internal employees• Work on an administrator level in Salesforce, creating new internal users, assisting users with permissions, errors, updates to pages and pick-lists, and educational issues• Work on an administrator level in CPQ, assisting users with permissions, functionality questions and errors• Troubleshoot and resolve some CPQ errors using SOQL to avoid the need to get the Information Systems escalation team involved.• Work closely with Customer Care departments as tier II support for external users having issues in Salesforce, CPQ, iSupport, License Management and the Customer/Partner Portal• Trouble-shooting and resolving data issues and failures with integration processes between multiple software platforms such as Concur, OpenAir, Microsoft Great Plains, and Microsoft AX• Work with the Information Systems team to identify, document and duplicate reported software bugs so the Information Systems team can work to resolve them• Participate on Information Systems project teams to offer a customer perspective on design and problem-solving.• Writing knowledge base entries to assist other employees with common, recurring issues• Take the lead on specific topics of service desk issues such as Sharepoint and scan gun functionality• Training new team members, assisting them to get up to speed and grow within the department• Part of an on-call rotation, where for one week every 7 weeks, I receive and field emergency IT calls from internal employees all around the world, 24 hours a day• Present the IT portion of new hire orientation• Received the ITIL Foundation Certificate in IT Service Management as part of continuing education

Carmel, In

• Responsible for assigned Support Cases via web-based ticketing system and in-coming phone calls from internal users as well as licensed clients to assist with many aspects of the EBC Medical Billing Software Suite• Work with users, both in the office, and remotely using Webex, to determine if issues experienced are due to user-error, or bugs in the software• Document solutions to all cases and phone calls in our ticketing system for future reference if co-workers receive the same questions from clients• Replicate software bugs in a test environment• Determine why software bugs are happening using Sql Server Profiler to trace what data is being written to database tables• Assist remote citrix users with login issues, as well as printer issues inside of their citrix environment.• Work with our IT department to replicate and isolate reported software latency issues• Research enhancement requests to verify the functionality is not currently available in the software. Educate users if the functionality is already available• Update licensed clients after business hours to new versions of the server, client and .Net portions of the software• Responsible for a 24-hour a day on call assignment one week a month where responsibilities include fielding emergency phone calls from clients and monitoring server and job processes to ensure they are running properly.

• Responsible for assigned Support Cases via web-based ticketing system• Assist both customers and resellers with questions and issues regarding diverse suiteof Document Management products including MFP Integrations• Use multiple remote support applications to analyze and resolve customer issues• Assist new users with implementation and configuration of the full Infodynamics, Inc suite of products• Duplicate and document customer-reported defects• Track defect resolution from start to finish utilizing development-tracking software• Publish knowledge base articles documenting recurring software issues and the steps taken to resolve them

Indianapolis, Indiana Area

• Provided email and phone support to government offices requesting assistance with MVP Tax• Utilized support ticketing system to document and track customer requests and issues• Duplicated, documented, and escalated issues due to software faults to the development team• Responsible for follow up with clients upon the resolution of escalated issues• Documented new issues and resolutions as reference for other team members• Performed onsite and remote implementation of MVP Tax software solution• Performed onsite and remote training of MVP Tax software solution• Responsible for content and delivery of training break-out sessions at 4 major conferences• Perform quality assurance testing on new builds of MVP Tax to ensure compatibility with all Windows platforms• Responsible for working with MVP Tax clients to resolve data compliancy issues published by the Department of Local Government and Finance

Ann Arbor, Mi

• Provided email and phone support to Comcast customers requesting assistance with internet service• Assisted registering new customers for ISP service.• Analyzing connecting issues between client sites and ISP.• Responsible for reporting service outages to technicians and scheduling appointments for on-site resolution• Provided administrator support for Comcast email customers• Assisted Comcast email users with configuring service for use with Outlook Express

Beachwood, Oh

• Learned BrandMuscle software solution quickly to effectively provide technical support• Successfully answered and resolved over 1,400 help desk calls in 20 weeks• Provided user support to complete resolution and client satisfaction• Assisted users with login, technical settings, and other product specific questions• Helped new users through the learning and acclimation process• Maintained help desk tickets, tracking information accurately and completely• Identified and escalated software issues in a help desk environment• Interacted with client services teams on a daily basis to ensure client satisfaction• Temporary assignment that ended on 09/24/2004

Bs, Informatics

Education record