Ryan Phillips

• Demonstrated technical skills in systems management, security, service management, applications and networking and solved complex problems according to established procedures and industry best practices.
• Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
• Provided technical support to customers via phone, email and chat.
• Used remote control and assistance tools expertly to support non-local customers.
• Oversaw daily performance of computer systems.
• Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.
• Ensured compliance with company policies when providing technical assistance.
• Completed routine maintenance and repair.

• Ensured SLA compliance and maintained service delivery quality standards.
• Participated in strategic planning initiatives related to improving overall service quality levels.
• Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
• Monitored and managed desktop support, IT services and VIP support functions to boost performance.
• Recommended methods, technologies, process changes and training to clients to improve business opportunities and revenue potential.

• Coordinated with internal departments as well as external vendors to ensure successful completion of tasks.
• Generated weekly, monthly, quarterly reports summarizing key performance indicators.
• Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
• Performed regular reviews of project documentation and communicated results with relevant personnel.
• Entered information in ConnectWise system to maintain updated details related to customer ticket orders, project planning and invoicing.

• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Trained new staff in relevant processes and procedures.
• Resolved escalated customer complaints or queries promptly and efficiently.
• Monitored team progress and enforced deadlines.
• Motivated staff through positive reinforcement techniques.
• Ensured compliance with company policies and procedures throughout the team.

Diagnose and resolved hardware issues, pertaining to desktops, laptops, and tablets
Diagnose and resolved client software issues, pertaining to internal and industry standard
applications (such as: Office, AutoCad, Adobe Premiere)
Managed and supported major client office and asset moves within an enterprise environment
Evaluated local area network (LAN) and wide area network (WAN) performance data to verify
availability and speed, identifying network problems.
Imaged OS and software deployments throughout system and addressed implementation concerns.