Ryan Fick
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
30
30
years of professional experience
Work History
Technical Support Representative - Tier 2
Compugen Inc.
06.2024 - Current
- Resolved deskside support tickets through ServiceNow, ensuring timely issue resolution for users.
- Migrated users from out-of-warranty assets to new devices, enhancing user experience and minimizing downtime.
- The British Columbia Lottery Corporation is a Canadian Crown corporation that manages all legal gambling (AKA gaming) products in British Columbia including lottery tickets, casinos and online gambling. BCLC is based in Kamloops, with a secondary office in Vancouver. It consists of three business units: Lottery, Casino and iGaming. BCLC has over 9000 employees. Compugen supports over 2,000 organizations across North America.
Tier 2 Technical Services Analyst / Jr. Network & Systems Administrator
FickIT
10.2014 - Current
- Coordinated shift scheduling and management of team daily timetables
- Monitored team ticket load, managed tasks and events for employee follow-up
- Handled customer service duties with operators, managing networking projects and software change/bug notifications
- Network & Sys admin duties including: Manage VM's via - Citrix Hypervisor, XenCenter, Distribution Routers/Customer Route Updates, DNS Maintenance, Web Server, Mail & other misc. Server Maintenance
- Monitoring my team's ticket load, Managing tasks & events for fellow employees to follow-up with
- Shift Scheduling & Helping to Manage my team's daily timetables
- Customer Service duties with our Operators i.e. Managing Networking Projects & Software change/bug notifications
Deployment Technician
Compugen Inc.
11.2023 - 06.2024
- The British Columbia Lottery Corporation is a Canadian Crown corporation that manages all legal gambling (AKA gaming) products in British Columbia including lottery tickets, casinos and online gambling. BCLC is based in Kamloops, with a secondary office in Vancouver. It consists of three business units: Lottery, Casino and iGaming. BCLC has over 9000 employees. Compugen supports over 2,000 organizations across North America.
- Installed hardware components in various IT environments.
- Configured software according to client specifications and requirements.
- Conducted system troubleshooting and resolved technical issues promptly.
Customer Service & Sales
Fraser Highway Brewmasters
01.2000 - 08.2015
- Led customer service initiatives at Fraser Highway Brewmasters, a U-Brew facility for beer, wine, and coolers.
- Provided training on best practices in customer service and sales techniques to staff members.
- Developed action plans to improve customer service and sales results.
- Managed a team of sales associates, ensuring high levels of customer service and sales performance.
Store & Mobile POS Support
TEKsystems
07.2013 - 11.2014
- Lululemon Athletica was a global athletic apparel and accessories company that designed, distributed, and retailed products for yoga, running, training, and other fitness activities. There were more than 300+ stores that the IT Store Support (ITSS) team supported.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Tier 1 TSR & Tier 2 Case Team TSR
Vivonet
06.2012 - 05.2013
- Described Vivonet as Software as a Service (SaaS) provider processing millions of transactions monthly for customers across Canada and USA.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Technical Support Representative, Tier 1
NewGen Technologies
05.2011 - 05.2012
- Configured, monitored, maintained, and supported servers and network infrastructure for businesses and not-for-profit organizations at NewGen, a customer service driven IT company with over 12 years of experience.
- Resolved technical issues through phone and email support for clients.
- Documented customer interactions in the support ticket system efficiently.
- Collaborated with teams to identify recurring problems and provide solutions.
NOCT2
IBBS
07.2004 - 05.2011
- Parasun was acquired by UNIServe Communications Corporation in June/07. Parasun was acquired From UNIServe by IBBS on October 08/08.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Vice President of a Partnership Business
Extra Dimensional Creations
06.1999 - 12.2007
- Led a computer and networking consultation firm with a customer base of approximately 150.
- Directed strategic initiatives to enhance company growth and market presence.
- Managed cross-functional teams to foster collaboration and innovation.
- Oversaw budget allocations and resource management for projects.
Technical Support Senior Supervisor (ISP Help Desk) / Commercial Web Sales
UNIServe Online - Technovision Systems Inc.
08.1998 - 07.2002
- UNIServe Online was a customer service driven ISP that offered a full range of services including: Dial-Up & Dedicated 56K, ISDN, ADSL, Web Hosting, and Server Parking.
- Supervised daily operations to ensure efficient service delivery.
- Trained and mentored staff on company policies and procedures.
- Coordinated team schedules to optimize resource allocation.
Technical Support Supervisor (ISP Help Desk)
Imaginet Communications Group Inc.
04.1997 - 07.1998
- Provided comprehensive customer service support for ISP services including dial-up, dedicated 56K, ISDN, ADSL, web hosting, and server parking.
- Supervised technical support team to ensure timely issue resolution.
- Developed training programs for new staff to enhance service quality.
- Managed escalated customer inquiries to provide effective solutions.
Computer Technician & Sales Clerk
Golden Top Computer Systems
02.1996 - 05.1997
- Transformed Golden Top from a single aisle in a grocery store into a fully functioning computer sales and service business.
- Diagnosed hardware and software issues for customer systems.
- Repaired and replaced faulty computer components efficiently.
- Installed operating systems and updated software applications.
Education
Diploma -
Guildford Park Secondary School
Certificates - Essentials with Azure Fundamentals
Microsoft
Certificate - Computer Animation
Institute of Communication Arts
Certificate - Applied Computer Graphics
Institute of Communication Arts
References
Erin Gray, erinwoodgray@gmail.com, (604) 369-7116, Shelley Engen, koolaidkid11@hotmail.com, (604) 807-0395, Terence Green, Deskside Support Team Lead: Fujitsu, terencegreen22@gmail.com, (604) 320-8052, Wes Gordon, Technical Support Manager: Skyway West, rev.wesg@gmail.com, (604) 889-9272, Brendan Reid, Information Security Awareness Specialist: BC Housing, breid125@gmail.com, (604) 215-6243
Part Time Work Experience
01/01/00, 08/01/15, Fraser Highway Brewmasters, Customer Service & Sales, Rhonda Christian, Owner / Retired
Personal Information
- Thirty years of experience in consulting, building and working with PC's
- Thirty years of experience with Help Desk Support towards Information/Internet Technologies
- Twenty years of experience managing and maintaining Network Architecture and Systems Infrastructure
Timeline
Technical Support Representative - Tier 2
Compugen Inc.
06.2024 - Current
Deployment Technician
Compugen Inc.
11.2023 - 06.2024
Tier 2 Technical Services Analyst / Jr. Network & Systems Administrator
FickIT
10.2014 - Current
Store & Mobile POS Support
TEKsystems
07.2013 - 11.2014
Tier 1 TSR & Tier 2 Case Team TSR
Vivonet
06.2012 - 05.2013
Technical Support Representative, Tier 1
NewGen Technologies
05.2011 - 05.2012
NOCT2
IBBS
07.2004 - 05.2011
Customer Service & Sales
Fraser Highway Brewmasters
01.2000 - 08.2015
Vice President of a Partnership Business
Extra Dimensional Creations
06.1999 - 12.2007
Technical Support Senior Supervisor (ISP Help Desk) / Commercial Web Sales
UNIServe Online - Technovision Systems Inc.
08.1998 - 07.2002
Technical Support Supervisor (ISP Help Desk)
Imaginet Communications Group Inc.
04.1997 - 07.1998
Computer Technician & Sales Clerk
Golden Top Computer Systems
02.1996 - 05.1997
Diploma -
Guildford Park Secondary School
Certificates - Essentials with Azure Fundamentals
Microsoft
Certificate - Computer Animation
Institute of Communication Arts
Certificate - Applied Computer Graphics
Institute of Communication Arts