Ryan Gates
Lancaster,NY
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
Work History
Senior Desktop Support Technician
PCI
05.2023 - Current
- Responded to customer inquiries and provided technical assistance in person
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored networks and network devices to resolve technical problems quickly.
- Installed and configured network printers and other peripheral devices.
Service Desk Lead
PCI
07.2022 - 05.2023
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Service Desk Analyst
PCI
01.2022 - 07.2022
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Computer Hardware Technician
Tradeport USA
07.2021 - 12.2021
- Test and install motherboards, processors and graphics cards on desktops and laptops for customers
- Use diagnostic tools to identify hardware failures and replace non-functional components.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Configured hardware, devices and software to set up work stations for employees.
- Monitored network hardware operations to evaluate proper configuration.
- Set up hardware and software in optimal configurations to meet network performance requirements.
Carpet Cleaning Technician
Heaven's Best Carpet Cleaning
06.2020 - 06.2021
- Identified and analyzed customer concerns about stains and damages to anticipate needs and build lasting relationships.
- Upsold additional services, including upholstery cleaning, and tile and grout.
- Managed payments and appointments.
Auto Detail Manager
Dealer General Supply Co
07.2017 - 06.2020
- Managed team of 10 employees for Firkin's Chrysler Jeep Dodge Ram.
- Tracked income, labor and expenses via A2Z Sync spreadsheets and generated weekly reports.
- Communicated with on-site and external personnel to align efforts and goals.
Process Technician
ArjoHuntleigh
04.2015 - 07.2017
- Maintenance, cleaning and quality control of the company's medical equipment.
- Transported and cleaned company products and medical equipment and involves loading and unloading beds into and from box trucks and vans.
- Managed inventory and billing to hospitals.
- Utilized customer service skills and hands-on technical skills to trouble shoot to repair equipment.
Education
Associate of Science - Cybersecurity And Networking
St. Petersburg College
St. Petersburg, FL04.2025
Skills
- Knowledge in both Autotask & ServiceNow ticketing systems
- On-Premises AD
- Azure AD
- Computer Hardware Troubleshooting
- Office 365 Administration
- Microsoft Entra Conditional Access
- Microsoft Intune
- Hyper V Manager
- Remote Desktop Services
- Backup Management (NetApp & Arcserve)
- Firewall Management (Palo Alto & Sophos)
Timeline
Senior Desktop Support Technician
PCI
05.2023 - Current
Service Desk Lead
PCI
07.2022 - 05.2023
Service Desk Analyst
PCI
01.2022 - 07.2022
Computer Hardware Technician
Tradeport USA
07.2021 - 12.2021
Carpet Cleaning Technician
Heaven's Best Carpet Cleaning
06.2020 - 06.2021
Auto Detail Manager
Dealer General Supply Co
07.2017 - 06.2020
Process Technician
ArjoHuntleigh
04.2015 - 07.2017
Associate of Science - Cybersecurity And Networking
St. Petersburg College
Similar Profiles
Axel De La Rosa OlivasAxel De La Rosa Olivas
Fire Protection Caulking at PCIFire Protection Caulking at PCI
Cesar HernandezCesar Hernandez
Carpenter at PCICarpenter at PCI
Martin MahanMartin Mahan
Safety Representative / Safety Lead at PCISafety Representative / Safety Lead at PCI
Anthony RivasAnthony Rivas
Mechanical Maintenance GF at PCIMechanical Maintenance GF at PCI
Benjamin CansdaleBenjamin Cansdale
Senior Equipment Operator at Modern DisposalSenior Equipment Operator at Modern Disposal