Ryan Darbro
McHenry,IL
Summary
Experienced Support Manager with a demonstrated record in team leadership, product quality assurance, and warranty service optimization. Eager to leverage analytical and problem-solving acumen in a Technical Support role.
Overview
4
4
years of professional experience
Work History
Technical Service and Support Manager
VisionTek Products LLC
03.2021 - Current
- Effectively managed Zendesk, a cloud-based help desk management solution
- This involves utilizing its customizable tools to construct and oversee the customer service portal, knowledge base, and frequently asked questions
- Orchestrated comprehensive quality assurance testing procedures for hardware components, implementing rigorous measures to guarantee product performance and locating defects
- Led the resolution of intricate computer hardware issues, demonstrating proficiency for diagnosing and effectively addressing technical challenges to enhance customer satisfaction
- Proficiently assessed and approved returned merchandise authorizations, conducting meticulous examinations of faulty products to determine eligibility for replacement or warranty-based repair
- Diligently oversaw and assessed the performance of technical agents through performance metrics, identifying areas for improvement and delivering focused training
- Pioneered the development of a technical support matrix for comprehensive data analysis, instrumental in providing insights into products with discernible issues or defects
- Additionally, this matrix served as a pivotal tool for identifying warranty replacement data and categorizing types of failures, further optimizing product quality and warranty service operations
- Actively engaged with product reviews on the company and distributor’s websites, thoughtfully addressing customer concerns and feedback to fortify the product’s reputation and enhance overall customer satisfaction.
Support Technician
VisionTek Products LLC
09.2019 - 03.2021
- Conducted troubleshooting via tickets, emails, chat, and phone to address customer technical issues promptly and effectively
- Performed product quality control checks to verify performance specifications
- Facilitated warranty replacements for end-user defective products.
Education
Bachelor of Arts - Music Composition
Columbia College Chicago
Chicago, IL05.2017
Skills
ZenDesk Administration
Quality Control
Technical Troubleshooting
Returns Authorization
Performance Evaluation
Data Analysis
Customer Engagement
Inventory Management
Timeline
Technical Service and Support Manager
VisionTek Products LLC
03.2021 - Current
Support Technician
VisionTek Products LLC
09.2019 - 03.2021
Bachelor of Arts - Music Composition
Columbia College Chicago
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