Summary
Overview
Work History
Education
Skills
Timeline
SoftwareDeveloper

Ryan Grace

Prattville,AL

Summary

Skilled IT professional well-versed in running and testing machines such as desktops, peripheral devices, and servers. Adept at generating reports, documenting changes, and updating logs.

Experienced in server monitoring, troubleshooting and technical support with the ability to install updates, check permissions and verify details.

Adept Computer Support Engineer familiar with user support and root cause analysis.

Currently undergoing studying and training for CompTIA A+ certification exams.

Overview

9
9
years of professional experience

Work History

Senior Advanced Technician

NRTC
12.2021 - Current
  • Answered average of 30+ calls, emails and live chats per day, addressing customer inquiries, solving problems and providing product information.
  • Engaged in learning and development opportunities to promote continued performance improvement.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Maintained 100% customer service satisfaction ratings through quality control.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Work remotely while utilizing excellent time management to keep on task
  • Assisted customers by answering questions and responding to inquiries.
  • Organized work to meet demanding production goals.
  • Maintained quality assurance and customer satisfaction objectives.

Eligibility Worker III, Lead Worker

Fresno County Department Of Social Services
08.2015 - 08.2021
  • Six years' experience working for a government agency with expert comprehension in federal policy and procedure.
  • Two years' experience representing supervisor in their absence as a role model for 10 or more employees and leads by example.
  • Two years' experience in receiving calls from clients in a call center setting.
  • Answered average of 50 calls, emails, and faxes per day, addressing customer inquiries, solving problems, and providing benefit information.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Ensures all deadlines are completed timely. Promotes good morale and cooperation within the unit
  • Trained new hires and performed cross-training exercises with experienced workers
  • Conducted training courses and prepared PowerPoint and Word documents for long term use
  • Used extensive knowledge of government policy and procedure guidelines from the Federal, State, and County level to explain the scope of different available benefits to clients
  • Resolved client complaints from escalated calls when a worker needed further assistance in providing clarification of rules and regulations to clients
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Managed processing of financial assistance and food stamp benefits applications.

IT Manager

Decipher/FocusVision
03.2015 - 08.2015
  • Maintained over 500+ devices on the network without requiring additional assistance
  • Worked as the only on-site technician for over 250 end users.
  • Responded to and completed support tickets related to VOIP devices, laptops, cellular devices, and tablets.
  • Worked with different operating systems such as Windows, Linux, and Apple
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
  • Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
  • Oversaw daily performance of computer systems and immediately responded to software and hardware issues to keep network up and running.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.

Computer Technician

Fresno Unified
01.2015 - 03.2015
  • Visited one or more sites within the school district to respond to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Analyzed hardware and software issues to identify troubleshooting methods needed for quick remediation.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.

Computer Service Technician

Fresno City
01.2014 - 07.2014
  • Actively participated in a special project to upgrade over 7500 PC systems from Windows XP to Windows 7
  • Able to personally upgrade 20 or more computers per day to the most up to date to Windows programs
  • Analyzed hardware and software issues to identify troubleshooting methods needed for quick remediation.
  • Linked computers to network and peripheral equipment.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Assisted in server restoration and maintenance

Education

Associate of Science - Network Systems Administration

ITT Technical Institute - Clovis, CA
Clovis, CA
12.2014

Skills

  • MTA Certified
  • Software Installation
  • System Configuration
  • Technical Support
  • IT Support
  • 10 years' customer service
  • Desktop support
  • Training & Development
  • Group and individual instruction
  • Priority Management
  • Conflict Resolution
  • Staff Management

Timeline

Senior Advanced Technician

NRTC
12.2021 - Current

Eligibility Worker III, Lead Worker

Fresno County Department Of Social Services
08.2015 - 08.2021

IT Manager

Decipher/FocusVision
03.2015 - 08.2015

Computer Technician

Fresno Unified
01.2015 - 03.2015

Computer Service Technician

Fresno City
01.2014 - 07.2014

Associate of Science - Network Systems Administration

ITT Technical Institute - Clovis, CA

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Ryan Grace