Ryan Mander

• Processed vehicle registrations with attention to compliance with operational policies and state standards.
• Reviewed paperwork for accuracy and completeness.
• Complied with all regulatory procedures and legal requirements.
• Processed registrations accurately and completely.
• Consulted with third-party providers to complete registrations.
• Completed daily logs for management review.

Achievements

• Streamlined office operations by effectively monitoring and addressing printer issues for registration dept
• Volunteered to help with special projects of varying degrees of complexity.
• Proposed new processes and changes to documents to streamline registration process and reduce costs
• Registration Special Point of Contact (SPOC) for all internal departments

• Provided and supported implementation of business solutions by identifying business needs and carrying out necessary practices and processes.
• Elicited and clearly documented business and system requirements.
• Trained junior personnel in business enterprise systems during onboarding and through remedial education.
• Utilized change management techniques to provide smooth transitions during new hardware and software introductions.
• Conducted interviews with potential clients to assess system performance needs, budgets and other factors.
• Audited multi-system installations for conformance to business objectives, suggesting changes to meet performance thresholds.
• Monitored project progress by tracking activities and publishing progress reports.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

• Identified needed business improvements and determined appropriate systems required to implement solutions
• Collected, defined and analyzed business requirements
• Coordinated data migration and consolidation efforts
• Created and maintained standard operating procedures governing system functions and features
• Trained business personnel in use of systems
• Installed system updates to address vulnerabilities and reduce security issues
• Investigated system issues and implemented resolutions to reduce downtime
• Educated stakeholders on data protection tactics to reduce breaches

• Provided white-glove remote technical support to consumers of OneSupport and several Internet Service Providers and corporate partners
• Removed malware/viruses from computers
• Installed printers, scanners and other peripherals
• Updated operating systems, drivers and applications
• Provided support for any type of smart device
• Set up and fixed problems with e-mail applications and other software/hardware

• For grades K-8 in the Deer Valley district
• Also specialized in substituting for Special Education dept
• Teachers (took training)
• Long

• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Researched and rapidly resolved client conflicts to maintain key accounts.
• Coordinated customer service responses for high-value customers with complex issues as leading representative of Customer Support and Sales Audit (Fraud) teams.
• Checked status of orders and back-ordered products to coordinate efficient shipments.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Greeted customers and listened closely to problems described to determine solutions.
• Processed, scheduled and executed customer orders for new and established customers.
• Handled Inbound inquiries about special orders (ex orders going to correctional facilities), textbook rentals, billing issues, refunds, memberships
• Handled Tier 2 & Tier 3 Escalations Calls (Supervisor / Manager calls) transferred from Tier 1 CSR’s
• Handled Sales Audit Group calls (Fraud, unknown charge, etc., special investigations, etc.)
• Handled internal calls from retail stores
• Handled customer complaints against stores & store employees
• Documented all inbound inquiries in CRM software

• Answer and log all requests for assistance in a timely, customer-focused and professional manner using non-technical communication that end-users can understand
• Follow IT and Hospital policy and procedure as it relates to information technology (access requests, hardware, software, etc.) and assist outside requestors when necessary
• Follow requestor issue from initial report through to confirmation of resolution
• Provide complete and accurate information for all tickets entered into the Service Desk software to include proper prioritization and categorization
• Provide prompt, courteous and professional support to PCH staff and affiliates
• Works in a coordinated manner with other Help Desk Analysts to provide optimal customer service
• Performs miscellaneous job related duties as requested

• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Recruited, trained and supported help desk technicians and representatives.
• Maintain CHILDS Security templates and perform system audits
• Installed, modified and repaired software to resolve technical issues.
• Scheduled staff and delivered training materials and information.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Developed and tested new product offerings prior to release to assist development team in bug identification.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
• Performed tests of functionality, security and performance of different workstations and devices.
• Used ticketing systems to manage and process support actions and requests.
• Liaison for DPS/ACJIS and Foster Care Review Board
• Provide training for various applications to division staff
• Send out announcements for division IT events, outages, incidents

• Responsible for providing support to CPS case managers and field staff for the CHILDS software, testing updates to the software, writing business requirements
• Provided support for specialty software used by the division (including installation, repair, and training)
• Evaluated current processes to develop improvement plans.
• Maintained log of all work completed and requests in the ServiceDesk tracking software
• Ensured protection of PHI and confidential information of CPS cases including high profile cases
• Produced detailed and relevant reports for use in making business decisions.

• Monitored computer labs, worked at helpdesk call center and reception area, handled support tickets and provided services for Faculty and Students including desktop and network support.

• Worked under the IT Director, providing technical support to teachers, students, and staff
• Started projects on improving the technology systems for the school, including communication systems, website design for the school, creating the base policies and layout to be used on all student computers, maintained the computer lab and handled support tickets at the school and our sister schools and re-cabled/networking for classrooms.