Bryan Ruhf

Provide services to Southwest Airline customers at Denver International Airport. Customer interactions occur at full service, self bag drop (SBD), International Recheck, A-List, Baggage Service Office (BSO), concourse service centers and gates in support of 300 daily flights. Non-customer roles include Command Center and T-point. 15,000 daily interactions include ticket sales, resolving journey issues, baggage concerns, and public concourse announcements as needed. Serving on the "irregular operations" team developing policy and procedures for handling weather and other large scale disruptions to station's flight schedule.

Front of House sound engineer to events in the main auditorium (1700 seats), student auditorium (400-500) and various meeting rooms. Evolved church audio from analog environment to digital platforms utilizing DANTE. Edited audio and video files for use in services or on social media platforms. Created multi-track recording environment utilizing DANTE, capable of capturing sources anywhere in the building.

Technology support included IP networks supporting desktop, audio-video, security cameras, and WIFI. Transitioned servers from external vendor to in-house management. Upgraded desktops to WIN10 and revamped hardware as part of server migration to cloud hosting. Trained users (internal and external) on Zoom and Teams during COVID pandemic. Successfully convinced leadership to incorporate second vendor for Internet services. Programmed new digital telephone system, including inclusion of VoIP wireless phones to comply with 911 statutes.

Managed teams of IT consultants deployed in a variety of cities in Sprint E|Solutions (Paranet) midwest division. Responsible for cradle to grave employee interactions, including salary negotiation and training development. Maintained high deployment percentages (billable hours) for E|Solutions by assigning consultants on projects from Europe to California. Responsible for generating weekly deployment analysis for the VP overseeing E|Solutions. Professional services were desktop support, disaster planning and recovery, networking, server deployments (Unix and Windows), and security (firewalls, penetration testing, policy and procedure assessment).

Manager, Consolidated Network Operations Center

• Oversaw 24x7 operation providing network services to Michigan's executive branch of government (65,000 employees).
• Staff was a hybrid of state employees, contractors and vendors provided per long-term sale support
• Support initially covered legacy (mainframe) technologies through network consolidation. Services were augmented with IP management, security services, appropriate use policies and enforcement, and server hosting.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Manager, Technical Support, MDPH

• Managed team of analysts tasked with operational support of legacy mainframe and Unix servers, campus networks, agency firewall and departmental email servers.
• Designed, implemented and operated the most cost effective statewide network for providing Women-Infant-Children (WIC) benefits across Michigan's 83 counties.
• Maximized performance by monitoring daily activities and mentoring team members.
• Leveraged data and analytics to make informed decisions and drive business improvements.