Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ryan Feuerstein

Brighton,CO

Summary

Well-qualified and highly driven sales professional seeking to obtain a sales position within the commercial and residential building industry. Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.

Overview

24
24
years of professional experience
1
1
Certification

Work History

IT Manger

Interger Group / Onmicom
10.2021 - 07.2024
  • Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
  • Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
  • Coordinated technical training and personal development classes for staff members.
  • Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
  • Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Oversaw IT department operations and training.
  • Improved network efficiency by implementing new server configurations and optimizing system operations.
  • Oversaw daily performance of computer systems and immediately responded to [Type] issues to keep network up and running.
  • Customized and repaired technology based on staff requests.

Senior Technical Support Supervisor

Apple, Inc.
06.2015 - 09.2021
  • Provide customer support and trouble shooting, research, document, diagnose, and resolve technical issues in the following departments Mac , IOS, Itunes, Beats, Account Security, and Apple Watch
  • Documents solutions and knowledge base articles for future reference for support team and customer FAQ’s
  • Recommend or perform remedial actions to correct problems, ensuring problem ownership and promoting end-user satisfaction
  • Assist with coaching, training and call escalation of Tier 1 team members to effectively provide customer support and issue resolution
  • Provide root cause analysis for customer’s storage device failure
  • Exceed utilization standard (90%) with 100% utilization each month
  • Coach and Mentor Tier 1 team members to maintain composure and use objective judgment in issue escalation during difficult customer situations
  • Resolve customer complaints and concerns in escalated situations
  • Effectively utilize knowledge base articles to resolve technical issues
  • Achieve consistent rankings in monthly metrics, including resolution, call duration and quality assurance
  • Resolve data connectivity issues
  • Assist first line management with team weekly meetings, provide input on case backlog, technical process development with recommendations and actions plans.
  • Streamlined the technical support process for improved response times and increased issue resolution rates.
  • Mentored junior team members, providing guidance and support for their professional growth.
  • Optimized workflow processes, leading to a more efficient use of resources and reduced wait times for customers.

Project manager, Certified Scrum Master

Greater Vision, Inc.
07.2012 - 05.2015
  • Demonstrated products/solutions and or services and provides assistance in the best application of product or services
  • Responsible for development of demo databases for sales presentations
  • Interface with customer base, assess current and potential needs, identify suitable products and customize solutions
  • RPM Solutions, including time keeping, project tracking, online time cards, project schedules, risk tracking and reporting
  • Develop project documentation and budgets
  • Provide support on change control tracking and reporting
  • Define the scope of the project in collaboration with senior management
  • Work through each sprint and remove any impediments to the development teams progress
  • Collaborate with team members on a daily basis for incremental delivery of the project
  • Adapt to change that may come up during sprints
  • Coaching the development team in self-organization and cross-functionality
  • Helping the development team to create high-value products
  • Planning scrum implementations within the organization
  • Drupal site administration/development
  • Testing software applications, helping debug software issues as well as creating documentation and installation troubleshooting
  • Create user manuals that provide installation and troubleshooting tips for end users
  • Help desk and Customer Technical Support
  • Create relevant and useful technical documentation and project plans.

Support Technician Analyst

TSA/ADVET
07.2011 - 07.2012
  • Provide troubleshooting assistance, testing, debugging software issues for clients and end users
  • Help software developers testing, troubleshoot software issues, beta test and install software applications on client workstations and in virtual environments
  • Provide technical support for clients, network administrators and database administrators
  • Test and install software in a working and virtual environment using MS Virtual PC, Remote Desktop and Hyper-V Manager for customers that are experiencing issues in a secure environment
  • Create and update technical documentation that help support our customers software needs
  • Help create knowledge base articles that provide detailed steps for software upgrades and installations.

Admissions Sales Rep

Westwood College
03.2009 - 05.2011
  • Provide troubleshooting assistance for students
  • Call prospective students that are looking to further their education
  • Make outbound phone calls to enroll students into degree programs.

Senior Sales Consultant

Service Magic, Inc.
09.2005 - 02.2009
  • Perform outbound calls to enroll contractors
  • Manage accounts nationwide to increase sales
  • Establish contractor websites.

Sales Representative

Sears Home Improvement Products
08.2000 - 03.2005
  • Responsible for selling a full range of HVAC systems and windows
  • Position required extensive product knowledge and travel
  • Top sales rep, July and August 2003, 2004 and 2005.

Education

Bachelor of Science - Information Technology

Westwood College
Denver, CO
07.2011

Skills

  • Windows / XP / Vista, Windows 7, Microsoft Server 2003, 2008 / Mac
  • MS Office, One Note, Word, Excel, Visio, Project, Access, Power Point MS SQL, Hyper-V Manger, Oracle, VM Ware, Windows Virtual PC, SharePoint and Visio MicroStationV8i and AutoCAD 2010&2012 Drupal 6 & 7
  • PC repair, Printers, Hubs, Cable Scanner, and Cabling including installation and troubleshooting diagnostics
  • DNS, Cloud Computing
  • IT Asset Management
  • Network Administration
  • Technical Troubleshooting
  • Team Collaboration
  • Teamwork and Collaboration
  • Project Coordination
  • Project Leadership
  • Project Planning
  • Relationship Building

Certification

Scrum Alliance, Certified Scrum Master, 000237412

Timeline

IT Manger

Interger Group / Onmicom
10.2021 - 07.2024

Senior Technical Support Supervisor

Apple, Inc.
06.2015 - 09.2021

Project manager, Certified Scrum Master

Greater Vision, Inc.
07.2012 - 05.2015

Support Technician Analyst

TSA/ADVET
07.2011 - 07.2012

Admissions Sales Rep

Westwood College
03.2009 - 05.2011

Senior Sales Consultant

Service Magic, Inc.
09.2005 - 02.2009

Sales Representative

Sears Home Improvement Products
08.2000 - 03.2005

Bachelor of Science - Information Technology

Westwood College

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Ryan Feuerstein