Ryan Duggan
Oceanside,California
Summary
Skilled IT Support Services Manager adept at managing Service Desk operations, ensuring effective resolution of customer issues through multiple channels. Proficient in establishing and enforcing customer service standards, policies, and procedures. Excels in enhancing support technologies for process efficiency and compliance. Strong track record in mentoring IT staff, developing customer training programs, and fostering inter-departmental collaboration for improved technology issue resolution. Experienced in project support, service improvement strategies, and operational management using key performance indicators. Demonstrates ability in vendor management, advocating for service level excellence, and leveraging metrics for team productivity and service compliance. Proactive in change management, ensuring 24/7/365 support coverage, and leading customer support teams towards achieving high service standards. Promotes a positive department image, leads by example, and maintains professional issue resolution and communication within the organization.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Tactical Radio and EW Manager
MCTSSA Warfighter Support Division
05.2022 - Current
- Supervise 15 Information Technology experts providing support for DOD activities on an international scale, serving as an advisor for technologies and systems integration for major projects throughout the world
- Manage special projects, communicating with stakeholders to develop requirements, manage resources and mitigate risks meet critical timelines
- Document project requirements and milestones, as well as the capture of relevant data points
- Manage a team of 8 EW analysts, solely focused on providing EW/SIGINT as a service to Marine Corps and Navy
- Team regularly travels to customer locations both internationally and locations in the United States, to support the needs of the customer
- Analysts employ EW sensors to support customers requirements
- Travel to customer locations and work sites to perform or supervise testing, system integration, and other project requirements to ensure customer satisfaction
- Provide customers and stakeholders regular briefs on status of the programs, special projects, and metrics to demonstrate program performance, customer engagement, and relevant travel
- Work with students and interns on EMSO and Radio Frequency projects.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Cross-trained existing employees to maximize team agility and performance.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Facilitated management decision support reporting using [Software].
- Guided organizational technology strategy and roadmaps.
- Reviewed and assessed architecture design, implementation, testing, and deployment needs to identify project requirements.
- Collaborated with cross-functional teams to identify technology needs and develop customized solutions.
- Assisted in development of long-term strategies to grow department and resources.
- Trained staff on new software applications and hardware installations, boosting productivity across departments.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed process controls and metrics for daily management of call center.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Supervised [Number] [Job Title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Achieved high levels of employee retention by designing an engaging onboarding program focused on support and mentorship for new hires.
Manager of Technical Operations
United States Marine Corps
07.2019 - 05.2022
- Developed technical process improvements to optimize resources and improve customer satisfaction, which resulted in a 60% improvement in organizational efficiency.
- Streamlined communication between cross-functional teams, leading to improved project delivery times.
- Monitored production operations for quality and compliance with standards.
- Reduced downtime by proactively identifying potential issues through system monitoring tools and addressing them promptly.
- Collaborated with stakeholders to define project scope and requirements, ensuring alignment with business goals.
IT Program Manager
United States Marine Corps
09.2016 - 07.2019
- Collaborated with cross-functional teams to develop innovative solutions that addressed complex business challenges.
- Provided onsite support and system troubleshooting to five remote branches to ensure customer IT requirements were met.
- Developed comprehensive project plans to ensure timely completion and adherence to quality standards.
- Mentored junior team members, empowering them to take on leadership roles within the organization.
- Conducted thorough post-project evaluations to identify areas for improvement in future initiatives.
- Reduced project completion time by effectively delegating tasks and closely monitoring progress.
Training Department Manager
United States Marine Corps
11.2011 - 09.2016
- Created and managed Satellite System repair course training students in the operation, integration and troubleshooting of satelite terminals and associated networks.
- Built and maintained professional relationships with vendors and suppliers.
- Managed scheduling and logistics for multiple training events, ensuring seamless execution and participant satisfaction.
- Supported company-wide technology initiatives by designing curriculum for cross-functional training sessions on relevant IT systems and processes.
- Utilized variety of instructional design methodologies to create effective learning experiences.
Education
Bachelor of Science Information System Management -
University of Maryland Global Campus
Skills
- CompTia Security
- Product Management
- Onboarding and Orientation
- Staff Training and Development
- Technical Proficiency
- Operations Management
- Business Analysis and Reporting
- Key Performance Indicators
- Problem Resolution
- Scheduling and Coordinating
Certification
Lean Six Sigma - Yellow Belt | United States Marine Corps
Technical Competencies Completion Date
2022
Specialized Military Training
- Communication Security Managers Course
- OSHA Safety Manager and Compliance Course
- Senior Non-Commissioned Officer Advanced Course
- Master Instructor Trainer Course
- Advanced Instructor Course
- Senior Career Leading Marines Course
- Status of Resources and Training System Course
- Sergeants Course
- Electronics Maintenance Technician Course
- Advanced Electronics Telephone Systems/PC Repair Course
- Basic Electronics Course
Timeline
Tactical Radio and EW Manager
MCTSSA Warfighter Support Division
05.2022 - Current
Manager of Technical Operations
United States Marine Corps
07.2019 - 05.2022
IT Program Manager
United States Marine Corps
09.2016 - 07.2019
Training Department Manager
United States Marine Corps
11.2011 - 09.2016
Bachelor of Science Information System Management -
University of Maryland Global Campus
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