Ryan R Robert
Newport News
Summary
Dedicated system administrator with a proven track record of delivering exceptional technical support and maintaining network infrastructure. Skilled in troubleshooting and resolving complex issues to ensure seamless operations. Seeking a challenging role to leverage expertise in optimizing system performance and driving organizational success. Committed to staying abreast of emerging technologies to enhance efficiency and productivity.
Overview
20
20
years of professional experience
Work History
Tier 1 Technical Support Rep/T1E Technical Support Representative/Advanced Product Support
Inmotion Hosting
01.2015 - Current
- Receive inbound contacts from customers in reference to any techinical issues.
- Taking Escalation contacts from fellow employees to help resolve higher complicated issues.
- Resolving customer issues or assist in identifying large scale issues.
- Identify issues the customer may have in the future and resolving them before they become a larger issue.
- Have performed any tasks as required by leadership such as assisting with new agents and going though all required training.
- Working with the mentor program assisting fellow agents with general questions and troubleshooting.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Offered assistance in implementing and developing training programs.
- Managed high levels of call flow and responded to technical support needs.
Technical Support Representative
Canon ITS
01.2013 - 01.2015
- Receiving inbound calls from external customers experiencing issues with Canon Products
- Documenting issues and know problems experienced with Canon hardware
- First response of all technical issues with service.
- Identifying and reporting large scale issues.
Customer Support Account Representative /Technical Support
CDYNE
01.2012 - 01.2013
- Daily customer interaction involving all aspects of customers of web service and APIs
- Evaluation of new customers and trial key users.
- First response of all technical issues with service.
- Monthly reports of usage and potential high profile customers.
- Identifying and reporting large scale issues.
Help Desk Representative
Cegedim
01.2012 - 12.2012
- Receiving inbound calls from Pharmaceutical Sales Representatives experiencing issues with equipment.
- Support of wide range of software and hardware as iPad's, Laptop's, and various hardware peripherals.
- Identifying and reporting large scale issues.
Technical Support Representative
Cox Communications
01.2007 - 12.2012
- Receiving inbound calls from external customers experiencing issues with service.
- Troubleshooting and resolving issues with video, internet and telephone service.
- Identifying and reporting trends and large scale outages.
- Helping and educating fellow employees on new technology, and updated and more efficient troubleshooting techniques
- Submitting tickets though remedy ticket software.
- Account upgrades and upselling of products.
Dell/Vonage Support
ICT Group
01.2005 - 01.2007
- Receiving inbound calls from external customers experiencing issues with service.
- Troubleshooting and resolving issues with Microsoft Windows operating systems, and basic hardware support.
- Resolving issues with Voice Over IP telephone service.
- Submitting articles on the newest virus and malware removal techniques.
Education
Pursuing degree - Information Technology Program focusing on Network Administration
Tidewater Community College
Chesapeake, VA01.2021
Skills
- Microsoft Windows
- MAC OS
- Troubleshooting
- Problem solving
- Customer service
- Handling confidential paperwork
- Updating knowledge of technology
- Leadership training
- System administration
- Network troubleshooting
- Security awareness
- Software diagnosis
- Network diagnostics
- Decision-making
- Verbal and written communication
- DHCP/DNS ethernet and firewall proficient
- Customer service expert
- Linux programming and administration
Timeline
Tier 1 Technical Support Rep/T1E Technical Support Representative/Advanced Product Support
Inmotion Hosting
01.2015 - Current
Technical Support Representative
Canon ITS
01.2013 - 01.2015
Customer Support Account Representative /Technical Support
CDYNE
01.2012 - 01.2013
Help Desk Representative
Cegedim
01.2012 - 12.2012
Technical Support Representative
Cox Communications
01.2007 - 12.2012
Dell/Vonage Support
ICT Group
01.2005 - 01.2007
Pursuing degree - Information Technology Program focusing on Network Administration
Tidewater Community College
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