Anthony B. Ryther
Magna,Utah
Summary
Results-driven individual with extensive experience at Netflix, excelling in problem-solving and system integration. Proven track record of enhancing operational efficiency and driving project success across cross-functional teams. Skilled in data analysis and effective communication, consistently delivering high-impact solutions.
Overview
13
13
years of professional experience
Work History
Technical Support Specialist
Netflix
Remote
03.2024 - 03.2025
- Supported operational efficiency, business growth, and scalability of Customer Service.
- Streamlined integration of tools ensuring optimal functionality for Customer Service organization.
- Collaborated with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners for managing escalation lifecycle.
- Supported full-time employees with administrative tasks related to user access and workflow configurations.
- Supported CXO by providing administrative and IT support during launch and closure of CS site.
CS-technology- Technical Escalation Specialist
Netflix
Salt Lake City, Utah
01.2018 - 03.2024
- Partners with senior management by overseeing all aspects of technical escalations and IT systems management, and provides support for first-party and third-party applications.
- Assists in identifying scope and scale, and locating points of failure for issues across multiple platforms.
- Perform ad hoc data analyses upon request.
- Organizes and collaborates on high-impact projects with multiple international and cross-functional teams.
- Ran queries using Zendeck, Kibana, and other CRM and analytics tools.
- Identified business-critical trends for over 250 million users.
- Created product improvement proposals for both internal and external Netflix products, and assisted in managing improvement product releases.
- Created customer and internal CS-facing help center documentation to assist with self-service issue supports.
- Trained and managed a team of up to six contractor employees, and developed support flows and strategies for the team.
- Acted as an SME in multiple facets of our platform, including global partner payment integrations, internal product insights, and internal tool support.
- Worked on a small specialized team dedicated to supporting internal groups of journalists, production staff, and talent.
Tier 2 Technical Support
Vonage Business Essentials
Draper, UT
01.2017 - 01.2018
- Assisted customers with VoIP system setup, including remote provisioning, and assisting with the registration of VoIP phones.
- Displayed courtesy and strong interpersonal skills in all customer interactions.
- Remotely configured customer network equipment and computer software to allow compatibility with hosted VoIP and SIP messaging.
- Research the client's issues in a timely manner, and follow up with the customer with recommendations and action plans.
- Assisted client-side network engineers in managing firewall rules on multiple platforms.
- Assisted in the creation of extra training material, up-leveling peers, and SME responsibilities for all new trainings.
Tier 2 V0IP Specialist
Jive
Orem, Utah
05.2016 - 12.2016
- Assisted customers with voice-over-IP telephone system installations, including phone provisioning and configuring line behavior.
- Demonstrated problem-solving ability in both enterprise and technical environments, proven ability to identify problems and anticipate future conflicts.
- Pre-configured network equipment to be sent out to customers.
- Remotely configured customers' networks and computers to maintain and improve compatibility with VoIP.
- Accepted escalated calls from the lower-level customer service and tech support representatives.
- Maintained excellent client relations and served based on outstanding communication, technical efficiency, and problem-solving skills.
- Achieved top ticket resolution for the entire department 2 quarters consecutively.
Office Administrator and Technical Support
Winder & Counsel
Salt Lake City, Utah
01.2015 - 04.2016
- Demonstrated the ability to learn new organizational processes, workflows, policies, and procedures with minimal ramp-up times.
- Managed professional and personal correspondence for owner and lead attorney.
- Performed Human Resources-related tasks, including (but not limited to) processing payroll, onboarding, offboarding, and processing insurance documentation.
- Maintained Windows computers and provided technical support and assistance to all office staff.
- Completed accounting tasks.
- Ordered and managed office consumables.
- Created and distributed marketing materials.
Sales Representative
Fusion BPO
Draper, Utah
01.2014 - 02.2015
- Sold Rosetta Stone language, Nutribullet blenders, and NoNo Hair Removal systems.
- Built lasting relationships through performance and credibility.
- Developed positive rapport with people of all levels of responsibility.
- Demonstrated good decision-making by delivering appropriate product messaging, information, and resources to customers to maximize revenue.
- Assisted with the training of underperforming employees, perfecting their various sales processes to improve sales performance.
Collections Specialist
Discover Card
West Valley City, Utah
06.2012 - 12.2013
- Managed inbound and outbound collections calls for accounts between 30 and 180 days past due.
- Achieved top collection numbers for total money collected and automatic payments in the departments for 3 out of the last 4 months of employment.
Office Assistant
Keller Williams Realty
South Jordan, Utah
01.2012 - 07.2012
- Posted and managed home listings for realtors in the office.
- Managed professional digital and written correspondence with private home buyers, as well as high-profile commercial clients.
- Created and analyzed various spreadsheets and market data; created and distributed marketing material.
Education
High School Diploma -
Itineris Early College High School
West Jordan, UT06-2011
Skills
- Technical Support
- Customer Service
- Problem solving
- Effective Communication
- Telecommunications
- Ticket support system management
- Verbal and written communication
- Sales
- Network troubleshooting
- System integration
- Data analysis
- Team collaboration
- Project management
- Hardware configuration
- User access management
- Software debugging
- Technical troubleshooting
- Advanced troubleshooting
- System provisioning
- Remote IT implementation
- User training
References
Available upon request.
References
References available upon request.
Timeline
Technical Support Specialist
Netflix
03.2024 - 03.2025
CS-technology- Technical Escalation Specialist
Netflix
01.2018 - 03.2024
Tier 2 Technical Support
Vonage Business Essentials
01.2017 - 01.2018
Tier 2 V0IP Specialist
Jive
05.2016 - 12.2016
Office Administrator and Technical Support
Winder & Counsel
01.2015 - 04.2016
Sales Representative
Fusion BPO
01.2014 - 02.2015
Collections Specialist
Discover Card
06.2012 - 12.2013
Office Assistant
Keller Williams Realty
01.2012 - 07.2012
High School Diploma -
Itineris Early College High School
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