Ryan Garland
San Jose
Summary
IT professional with over 9 years of experience in IT support and AV event management. I excel in delivering high-quality, metrics-driven support, and resolving complex technical issues. My pragmatic approach to solutions and ability to build rapport with users and collaboration teams allow me to deliver effective results in high-pressure situations.
Overview
8
8
years of professional experience
Work History
Executive IT Support & Events Specialist
Splunk
San Francisco
06.2021 - 06.2025
- Provide Support to all C Levels and Executive Leadership team including Executive Assistants
- Define the scope of company events, build and execute amazing “Webinar” experiences for all types of meetings (All Hands, EBC, SKO, MKO)
- Collaborate with AV team to deliver company All Hands meetings and organization meetings held in all hands space
- Build partnerships with various departments to ensure there is a trusted line of communication for Event Support and planning I conduct
- Main PoC for EBC events and Board of Directors meetings (in-person and virtual)
- Defined and implemented Return to Office support strategy with hybrid flexibility
- Established a cross functional support model between Executive Staff and Exec Support, to allow for better communication and support experiences
- Enabled Slack/ServiceNow integration for easy ticket creation and established a Knowledge Base solely for Executive Assistants
- Offer monthly learning sessions to executive Assistants on relevant topics (email delegation, G Suite, Slack, Zoom)
- Write documentation for best Zoom Webinar/Meeting practices as well as in person Zoom experience for VPs and C level executives
- Collaborate with Executive Briefing staff to execute hybrid customer meetings in our EBC center
- Extensive support experience for various types of meetings (All Hands, EBC, SKO, MKO)
Sr. IT Systems/Support Analyst
ServiceNow
Santa Clara
01.2017 - 06.2021
- Proficiently provided IT support for both Mac and Windows devices, resolving hardware and software issues promptly to ensure seamless operations for diverse user systems.
- Manage users in Jamf, SCCM, Active Directory, Exchange Management Console, RSA Authentication Manager, Bitglass, Intune, Zoom, Slack, Zscaler, Citrix, BitLocker Administration and Monitoring, Cisco Call Manager 10, OKTA Admin and Office365
- Configure and install PCs, laptops, tablets, printers, and peripheral devices to company standards.
- Assisted in major headquarter site move – worked with Voice, Networking, and Security teams to ensure stability of infrastructure and a smooth transition to a new major site (HQ)
- Conduct IT presentation during New Hire Orientation for all incoming employees. Lead for all IT related new hire content and ensure our new hire process from imaging, to end user receiving the laptop is smooth and effective
- Regularly attend large company events (Knowledge/SKO) as Sr. Support and support internal and executive staff. I perform in high-pressure situations and have experience with all levels of staff, especially C level
- Responsible for imaging and encryption of new hire laptops, it is my job to ensure all security and productivity apps are working on new machines prior to being introduced into the environment
- Collaborate with Client System Engineering, Voice, and Network teams to diagnose outages and provide solutions
- Support lead for ServiceNow’s MDM solution Intune – securing email connection to our email server for all mobile devices globally
- Write technical documentation for IT support teammates globally as well as end users (knowledge base articles)
- Ability to communicate well with colleagues of all technical levels
- Very familiar with ITIL practices and ServiceNow platform
- Regularly train the L1 and L2 team on new applications introduced to the environment.
- Support lead for Slack, Intune, and Workplace implementation
Education
Some College (No Degree) -
San Francisco State University
San Francisco, CASkills
- Mac and Windows 10/11
- iOS and Android
- Active Directory management
- Exchange management
- Office 365 administration
- G Suite administration
- Jamf and SCCM
- Intune and AirWatch
- Zoom and Slack administration
- OKTA administration
- WebEx and Cisco Call Manager 10
- ServiceNow and Jira management
- GlobalProtect and Zscaler security
- Group ID management
Timeline
Executive IT Support & Events Specialist
Splunk
06.2021 - 06.2025
Sr. IT Systems/Support Analyst
ServiceNow
01.2017 - 06.2021
Some College (No Degree) -
San Francisco State University