Summary
Overview
Work History
Education
Skills
Certificationsandeducation
References
Technicalexperience
Timeline
Generic

Ryan Birog

Antioch,CA

Summary

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.

Overview

13
13
years of professional experience

Work History

Manager, Level 2 Support Services

Sephora IT
07.2018 - 10.2024
  • 24/7 Major Incident Manager for org
  • MSP vendor management
  • Level 1 Help desk vendor manager
  • Problem management tracking
  • Provides weekly/monthly/quarterly reports on Level 1 & Level 2 SLA & SLOs
  • Updating knowledge articles based on tickets closed by Level 2 to provide more efficiency
  • Yearly hyper care checkups prior to Holiday season
  • Provides weekly feedback to team members.

Level 2 Support Services

Sephora IT
08.2017 - 07.2018
  • Major Incident Coordinator
  • Prepare weekly, bi-weekly and monthly trend/metrics reports using Service-now
  • Provide support for all computers, peripheral hardware, IOS devices, and digital board displays
  • Point of contact for Retail VIPs, P1 and P2 escalations
  • Assist and coach new hires through internal processes
  • Provide regular updates to level 1 documentation
  • Active Directory administrator
  • SCCM application administrator
  • Airwatch administrator
  • Provides detailed information on escalated tickets to 3rd Level Support Teams.
  • Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Diagnosed and troubleshot hardware, software and network issues.

Software Support Manager

Assal Corporation / InTouch POS
03.2015 - 08.2017
  • Provides support with menu/discount/inventory/employee schedule and management through InTouch POS program
  • Helps customer find accounting errors in their program and instruct how to resolve error
  • Helps customer correct inventory amounts and prices through InTouch POS program
  • Helps customer with employee scheduling errors and provides detailed instructions on correcting it through POS program
  • Helps customers using Mac based software to create VPN tunnel on their machine to connect to InTouch POS program from anywhere with internet connection
  • Instruct new employees how systems work, how to support POS product, and how to provide customer to client interactions
  • Create new procedures for team and clients when new products and modules of POS system are distributed
  • Preparing daily workloads for staff & co-coordinating the daily allocation of task
  • Provides regular follow-up call to customers
  • Handling over 1000 customers database
  • Provides Level 2 support for InTouch POS software.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Excellent communication skills, both verbal and written.

Software Support Representative

Assal Corporation / InTouch POS
10.2011 - 03.2015
  • Point of escalation for troubleshooting defects in program and enhancement reporting for company's products and services
  • Clearly document defects and enhancements while liaising with customers (internal and external)
  • Foster customer focused environment that encourages information sharing, team-based resolution activity, with a focus on improving customer and employee experience
  • Act as a role model, coach and mentor within the support team
  • Define best practices, business process flows and adding to knowledge base
  • Provide technical training and knowledge transfer to internal and external customers
  • Query creation, reporting and analysis, including provision of quantitative operation metrics for measurement of efficiency, trends analysis and forecasting
  • Configures all new replacement hardware such as ELO touchscreen monitors, Epson printers, Dell computers with windows 7/10 to work with InTouch POS program.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.

Education

No Degree - Mechanical Engineering

University of California, Riverside
Riverside, CA

Skills

  • Workforce Management
  • Strategic Planning
  • Performance Management
  • Business Administration
  • Operations Management
  • Staff Development
  • Team Leadership
  • Cross-functional team management
  • Contract Management
  • Key Performance Indicators
  • Customer Relationship Management (CRM)
  • Staff Training and Development
  • Complex Problem-Solving
  • Verbal and written communication

Certificationsandeducation

UC Riverside, Mechanical Engineering 2004-2006

References

References available upon request

Technicalexperience

  • ITIL V4 knowledge and experience
  • Knowledge of Service-now and provide trend/metrics reports via Tableau.
  • Knowledge of cast members' interaction with in-store technology.
  • Regularly updates IT Support documentation provided to Level 1 support.
  • Ability to provide and update support documentation for current and new in-store technologies.
  • Ability to work with 3rd level support teams to identify critical issues.
  • Ability to provide IT Support through technical and non-technical language.
  • Ability to learn quickly and adapt to any environment when opportunity arises.
  • Ability to manage time wisely and work independently when given a specific task to perform.
  • Ability to think quickly and efficiently when given a task.

Timeline

Manager, Level 2 Support Services

Sephora IT
07.2018 - 10.2024

Level 2 Support Services

Sephora IT
08.2017 - 07.2018

Software Support Manager

Assal Corporation / InTouch POS
03.2015 - 08.2017

Software Support Representative

Assal Corporation / InTouch POS
10.2011 - 03.2015

No Degree - Mechanical Engineering

University of California, Riverside

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