I'm looking for a technical support or customer support leadership role — team lead, service desk manager, or support manager — where I can own operational processes, manage or coach a team, resolve complex escalations, and use KPI-driven improvements to strengthen support quality.
Looking for a job
Ryan Noel
@ryannoel
Contact center & technical support leader, 10+ yrs. Built a ServiceDesk from scratch, cut backlog 75%, sustained 106% resolution and 4.5/5 CSAT.
United StatesWhat I'm looking for
Contact center and customer service operations leader with 10+ years of experience managing high-volume technical support environments, owning KPI and SLA outcomes, and building teams that consistently deliver.
At Curtiss-Wright, I managed the customer support department end-to-end — building the ServiceDesk operation from scratch, standardizing case workflows, dispatching and coordinating a shared engineering pool, and driving a 75% reduction in active backlog while sustaining a 106% ticket resolution rate across 1,502 tickets. At Salesforce, I spent seven years in the contact center, working up from inbound support to technical case management while maintaining a 4.5/5 CSAT across 20-40 weekly cases of varying severity.
I'm drawn to the intersection of people, process, and data — places where a well-coached team, a cleaner workflow, and the right metrics can measurably change outcomes. I've built knowledge systems, enforced standards of work, partnered across engineering and operations, and coached teammates through certification and career growth.
My background is a little unconventional — Marine Corps Sergeant (leading a 10-person team across two overseas deployments), semiconductor fab technician, Salesforce platform specialist, contact center operator — but the thread running through it is consistent: show up accountable, solve the problem in front of you, and leave things better than you found them.
I hold Salesforce certifications in Administrator, Sales Cloud Consultant, Marketing Cloud Email Specialist, and Platform App Builder, plus AI Agentblazer Champion status.
Currently seeking a people manager or senior IC role in customer service operations, technical support, or contact center leadership. Open to remote or Portland-metro hybrid, and open to relocation for the right opportunity.
Experience
Work history, roles, and key accomplishments
Built and maintained the ServiceDesk platform (ManageEngine) from the ground up, managing the customer support department end-to-end. Directed technical case management across 1,502 tickets, achieving a 106% resolution rate and ~75% backlog reduction. Served as technical escalation point for complex fault isolation and customer-critical cases, partnering cross-functionally on AS9100 compliance.
Promoted to technical case management, handling 20-40 weekly cases of varying severity while maintaining a 4.5/5 CSAT over seven years total at Salesforce. Earned Salesforce Administrator, Sales Cloud Consultant, Marketing Cloud Email Specialist, and Platform App Builder certifications; became an AI Agentblazer Champion building agents on-platform.
Started in inbound customer support at Salesforce, handling case intake and resolution across a high-volume contact center. Built the case-handling and customer-communication foundation that led to promotion into technical case management.
Field Service Engineer
Nautilus Hyosung America
Oct 2015 - Jul 2016 (9 months)
Provided on-site technical service and repair for ATM/financial self-service hardware, diagnosing and resolving hardware and firmware faults in the field. Managed customer-facing service visits independently, balancing uptime-critical repairs against SLA expectations in a distributed field-service model.
Operated and maintained semiconductor fabrication equipment in a cleanroom environment, following strict quality control and safety protocols. Built foundational experience in regulated manufacturing processes and precision technical troubleshooting that carried into later technical support roles.
Sergeant - Fire Support
United States Marine Corps
Feb 2006 - Feb 2010 (4 years)
Led a 10-person team across two overseas deployments, directing daily operations, training, and personnel accountability under high-stakes conditions. Held an active DoD Secret clearance throughout service. Developed the leadership foundation — accountability, standards enforcement, mission-first prioritization — that underlies my approach to team and process management today.
Education
Degrees, certifications, and relevant coursework
Portland Community College
Associate of Applied Science, Microelectronics Technology
2010 - 2013
Grade: 3.37
Activities and societies: 2-Time National S-STEM Scholarship Recipient
Earned Associate Degrees in Microelectronics Technology and Solar Voltaic Manufacturing Technology, with coursework in technical writing, statistics, business communications, quality control methods, and safety and compliance practices in regulated manufacturing environments.
Portland Community College
Associate of Applied Science, Solar Voltaic Manufacturing Technology
2010 - 2013
Activities and societies: 2-Time National S-STEM Scholarship Recipient
Earned alongside the Microelectronics Technology degree — the Solar Voltaic Manufacturing Technology program shared the same core coursework, with one additional course (Introduction to Solar Voltaic Processing) required to earn both credentials concurrently.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United StatesAuthorized to work in
Salary expectations
85k-150k USD
Social media
Job categories
Skills
Service Desk OperationsService Desk AdministrationManageEngineTechnical SupportCase ManagementEscalation ManagementQuality AssuranceQuality ControlPolicy ComplianceProcess ComplianceKPI TrackingTeam LeadershipTrainingMentoring and CoachingCross Functional CollaborationProject ManagementProgram ManagementWindowsJiraIssue TrackingRoot Cause AnalysisKnowledge Base ManagementNetwork TroubleshootingAS9100DocumentationSQLIP AddressesWireless NetworkingSalesforceFrenchSalesforce Sales CloudCustomer Support ManagementTeam ManagementPeople Leadership
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