Ryan Gallivan
Boise,ID
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Program Specialist
Idaho Department Of Health And Welfare
Boise, ID
04.2021 - Current
- Provide support in all areas for end users of Ensuring Safety and Permanency in Idaho (ESPI) through submitted incidents, phone calls, or walk up requests.
- Monitor system performance, troubleshoot reported system difficulties and assist in completion of data fixes required to keep all records in ESPI up to date and ensure accuracy.
- Process needed updates to funding transactions to ensure IV-E and Child Support Trust Adjustments are completed as needed.
- Provide Help desk support for Program Specialists and RISE to assist in processing updated Adoption Assistance Agreements into ESPI.
- Research and submit reports of unexpected system behavior to developers for application support.
Remote Desktop Management
Perspecta
Boise, ID
08.2019 - 04.2021
- Supported the Navy Marine Corp Intranet by handling escalated calls and resolving issue in areas such as Exchange, print servers, application installation, operating system troubleshooting and support.
- Review knowledgebase documentation for accuracy and provide feedback as needed to correct issues.
Tier 2 Team Lead
Perspecta
Boise , ID
01.2015 - 08.2019
- Provide information and communication to Tier 2 team to ensure best practices are followed to resolve customer incidents
- Monitor Tier 2 team performance to ensure proper adherence to required processes, provide training and coaching as needed.
- Coordinate with internal and external partners to ensure successful implementation of projects enhancing support for our customers.
- Work with Leadership to ensure the best possible team performance.
Tier 2 Agent
Perspecta
Boise, ID
06.2013 - 01.2015
- Assist with the resolution of customer issues received either by phone call or incident report.
- Used remote support tools to access customer systems and provide direct support in resolution of issues with desktop programs
- Provided Queue Management and technical direction to fellow agents as required to assist internal account leadership
Education
Bachelor of Science - Political Science
Boise State University
1999
Skills
- Team Leadership
- Detail Oriented
- Strong communication
- Tact and Diplomacy
- Organization and Prioritization
- Problem Solving
- Resolving Problems and Incidents
- Customer Interaction
- Help Desk Support
Certification
CompTIA Security+ Certified
Timeline
Program Specialist
Idaho Department Of Health And Welfare
04.2021 - Current
Remote Desktop Management
Perspecta
08.2019 - 04.2021
Tier 2 Team Lead
Perspecta
01.2015 - 08.2019
Tier 2 Agent
Perspecta
06.2013 - 01.2015
Bachelor of Science - Political Science
Boise State University
CompTIA Security+ Certified
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