Ryan L. Email & Phone Number

San Antonio, Texas, United States

San Antonio, Texas, United States

Burnsville, Minnesota, United States

• Oversee the day-to-day operations of the Technical Support Team• Act as a technical escalation point on our NOC and provide in-field support services as support to our engineer team• Act as a mentor and provide oversight, coaching, and training to technical support staff.• Assist with day-to-day operations of service department thru interactive daily communications with all company team members.• Cleary communicate escalated issues to Engineers as needed• Manage and report on all incoming technical support inquires• Monitor team performance and report on metrics• Ensure that all customer inquiries, and issues are solved correctly and in a prompt and professional manner• Work to create any relevant support material for the team• Assist Service Desk Manager in creation and implementation of high-quality service delivery to our customers• Provide skilled independent help-desk capabilities by phone, remote or face-to-face with our clients.• Ability to cooperatively debug complex problems.• Maintain detailed awareness and understanding regarding current software and technical procedures.• Input and manage tickets and daily time entry thru our PSA Professional Services Automation) system.• Interface with third party vendors to assist with problem resolution.

Burnsville, Minnesota, United States

- Main point for escalations from Level 1.

Bloomington,Minnesota

• I provide Server Management as well as Desktop Management for small to medium Sized Businesses.- I Assist companies with computer troubleshooting- I Resolve a wide range of problems Including: Printing issues, Slow computers, Virus removal, and Email issues- I work in Several different Server Environments both Virtual and Physical- I Use ConnectWise for Ticketing. I have 5+ years of experience with this System.- I Use Automate and RemoteNG to remote to various servers- I Do Remote Maintenance on servers that included: running updates, checking Anti-Virus logs for intrusions,- I Check the System manager for errors, looked through the event logs for critical system errors, and ensured Backups were running all through Labtech- I use GoToAssist. LogMeIn Rescue, VNC, and Labtech to remote to user’s machine.- I communicate with users on a non-technical level, as well as communicate on a technical level with outside vendors/contractors as well as internal staff.

Bloomington, Minnesota, United States

Eden Prairie, Minnesota, United States

- I provided Server Management as well as Desktop Management for small to medium Sized Businesses. - Clients were from Minnesota, New Jersey, San Diego, Boise, and Fargo - I Assisted companies with computer troubleshooting - Resolved a wide range of problems Including: printing, Slow computers, Virus removal, and Email issues - I worked in Several different Server Environments both Virtual and Physical - Used Manage Workplace to remote to various servers - Did Remote Maintenance on servers that included: running updates, checking Anti-Virus logs for intrusions, Checked the System manager for errors, looked through the event logs for critical system errors, and ensured Backups were running - I used GoToAssist. LogMeIn, VNC, and Managed Workplace to remote to user’s machine, and Servers. - I had to communicate with users on a non-technical level, as well as communicate on a technical level with outside vendors/contractors as well as corporate IT staff. - I am Proficient in Microsoft Office 2003, 2007, 2010, and 2013. Symantec Backup Exec, and Endpoint. Trend Micro Worry Free Business Security, and Spam Filter. Mailmax Spam Filter Barracuda Backup, and Spam Filter. Exchange 2003. 2008, 2010, and 2012.

- Test for adequate signal and offer all available options to the customer - Install all necessary hardware to stabilize connection - Verify Internet connection to one computer via Ethernet cable directly to the modem - Offer suggestions to customer for home network configuration - Answer any questions the customer may have about the service - I would Install Fiber to The Home for speeds up to 1 Gbps- Install Network Interface devices for Fiber installs - Instructed customers how Fiber is going to be installed and where it will be coming into the home.

Plymouth, Minnesota, United States

- System Administration Using Microsoft Active Directory - Created new user accounts - Edited User Information Assisted with Card Access project - Organized employee information • Used MS Excel and other Office tools Worked with Citrix - Learned fundamentals of centrally delivered applications with XenApp and XenServer technology - Used DSC to manage user applications Setup New Computers - Installed Video Cards and RAM - Imaged new PCs for deployment Support and Helpdesk Took Level 1 Helpdesk Calls - Assisted employees with computer troubleshooting - Resolved wide range of problems with applications, printing and others Used Track-it 9 Helpdesk System • Created Tickets to manage user requests - Updated and Closed Tickets with status updates Independent Development Project Web Development - Created customized Block Page for web monitoring system using HTML - Inserted graphics and customized text to clarify for users - Learned from dev team and worked independently - Published results on live system

Honolulu, Hi

- Worked 1 on 1 in the classroom with a Hyperactive Child that struggled with paying attention in school.- My Duties: Keeping the student on task, paying attention, and not distracting others.

Wayzata, Mn (Edina Division)

- Instructed Snowboarding to Kids and Adolescents that had little to no experience at all snowboarding. - Taught in a small group setting with a Student to Teacher ratio of about 7:1.- Students worked for 8 weeks in achieving goals that progressed their abilities in snowboarding to finally graduate in that level.-I taught Intermediate/Advanced and Beginner Levels.-Received an AASI Level 1 Certification