Ryan Garner
@ryangarner
Highly experienced Senior IT Operations professional specializing in technical support.
United StatesWhat I'm looking for
I am a dedicated Senior IT Operations professional with extensive experience in providing exceptional Tier 1-3 technical support. My career has been marked by a proven ability to troubleshoot complex issues and enhance customer satisfaction. I thrive on fostering positive user experiences and delivering reliable technical solutions across various platforms.
Throughout my career, I have significantly improved user satisfaction rates and operational efficiencies. For instance, while working as a Technical Support Engineer at Micro-Tel, I enhanced user satisfaction by 23% and reduced resolution time by 18%. My leadership experience as a Technical Manager/Coordinator at National Network Solutions allowed me to manage a nationwide remote team effectively, achieving project completion rates above 96% on the first attempt.
I am passionate about continuous improvement and have a strong focus on quality assurance and process enhancement. My technical proficiencies include Windows, Microsoft 365, Salesforce, and SQL Server, among others. I am committed to leveraging my skills to contribute to organizational success and drive customer satisfaction.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
Micro-Tel
May 2018 - Mar 2025 (6 years 10 months)
Provided comprehensive Tier 1-3 technical support for a wide range of hardware and software issues, ensuring minimal downtime and optimal user productivity. Significantly enhanced user satisfaction by 23% through proactive problem-solving and empathetic communication.
Technical Manager/Coordinator
National Network Solutions
Aug 2015 - May 2018 (2 years 9 months)
Led a high-performing nationwide remote team of 12 field technicians, consistently achieving industry-leading project completion rates above 96% on the first attempt through effective management and resource allocation. Managed end-to-end telecommunications equipment installation projects (averaging over 30 annually with a combined value exceeding $2M), overseeing all phases from planning to compl
L3 Verizon Presidential Appeals DSL Escalation Specialist
Wipro Technologies
Functioned as a lead escalation point, managing and resolving complex, high-priority customer and Presidential Appeal technical issues (averaging 15-20 per week) by diagnosing intricate Digital Subscriber Line (DSL) problems. Led critical cross-functional collaboration efforts across Tier 1, Tier 2 support, and Engineering teams to develop and implement effective resolution strategies, reducing av
Form Developer Supervisor
Eclipse Corporation
Supervised and guided a team of 4 form developers, ensuring delivered solutions met complex client functional requirements and enhanced business process efficiency for over 75 key clients through effective oversight and quality control. Coordinated software installations and delivered user training for over 200 users, resulting in high user adoption (e.g., 92%) and minimized post-implementation su
Electronic Forms Developer / Support Engineer
GDS, Inc
Provided advanced technical support for electronic forms software, consistently exceeding an 86% first-call resolution rate through expert-level troubleshooting. Led the initiative to create and implement over 25 unique electronic forms annually based on client requirements, managing the process from design to deployment.
Education
Degrees, certifications, and relevant coursework
Ryan hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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