Ryan McCoy
Valrico,FL
Summary
Technology Analyst with well-rounded background implementing new technological solutions and improvements. Dedicated to achieving ideal results by identifying project goals troubleshooting problems, and recommending hardware and software solutions. Proficient in cutting-edge technologies with passion for continuous learning.
Overview
25
25
years of professional experience
Work History
Independent Insurance Broker
Symmetry Financial Group
08.2023 - Current
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Generated quotes and proposals for clients to match individual needs.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Developed comprehensive marketing plans to promote insurance products to potential clients.
Technical Services Specialist
Abbott Laboratories
03.2022 - 02.2023
- Ensured 100% compliance by consistently submitting cases within set deadlines for internal investigations
- Played crucial role in developing guidelines for effective troubleshooting practices
- Conducted thorough data analysis to ensure data accuracy
- Skillfully drafted and maintained comprehensive case documentation
- Facilitated knowledge transfer and conducted end-user training, sharing valuable best practices.
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
Call Center Supervisor
Titan Technologies
06.2020 - 06.2021
- Provided valuable training and assistance to supervisor team in effectively handling persistent rejections on daily error report
- Equipped call center representatives with necessary knowledge and skills to respond to customer questions, complaints, and claims issues
- Ensured representatives' understanding and compliance with all call center objectives, performance standards, and policies, while also conducting call monitoring when necessary
- Expertly handled escalated and abusive calls, adeptly deescalating threatening situations
- Effectively communicated expectations, assignments, and responsibilities in a clear and professional manner.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
Reemployment Assistance Representative
Titan Technologies
04.2020 - 06.2020
- Demonstrated exceptional performance by achieving 100% compliance on all Quality Assurance (QA) evaluations
- Proficiently collected and analyzed claimant data to resolve claim issues efficiently
- Effectively communicated solutions and claim statuses to claimants, ensuring smooth and transparent process.
Law Clerk
Owen & Dunivan, PLLC
09.2015 - 12.2015
- Conducted detailed contract analysis to support client defense strategies
- Provided valuable insights and interpretations to aid in legal decision-making
- Delivered exceptional support to optimize efficiency and success of legal processes.
- Assisted attorneys with case organization and administrative tasks.
- Managed administrative duties such as filing documents, scheduling meetings and tracking case statuses.
Manager of Information Technology
Triage Partners
02.2012 - 11.2012
- Negotiated communication contracts, saving $1,500/month for corporation, and managed internal resources, eliminating $500/month expense for service provider
- Developed Excel-based budget tools, tracking yearly costs and aiding budget creation
- Established efficient help desk policies, reducing downtime and enhancing user support
- Integrated reporting goals into SQL-based reporting portal, streamlining data analysis
- Implemented Work Force Management solution, optimizing field technician efficiency.
- Managed teams of contractors and full time staff by coaching, mentoring and driving efficiency.
- Researched and recommended innovative and automated approaches to routine tasks.
Manager of Information Technology
SHP Senior Living Services LLC
01.2005 - 02.2012
- Managed teams of contractors and full time staff by coaching, mentoring and driving efficiency.
- Researched and recommended innovative and automated approaches to routine tasks.
- Actively led training, mentoring and continuous development for [Number]-person department.
- Established cost-saving measures and alleviated compliance risk through software license audits.
- Developed and maintained $[Amount] IT department operational budget.
- Designed and led implementation of company-wide enterprise security strategy for network and hardware security, disaster recovery, data protection and information access across all major systems.
IT Support Specialist
Corporate Sports Marketing Group
06.1999 - 01.2005
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
Education
Juris Doctor - Law
Western Michigan University Thomas M. Cooley Law School
Tampa, FloridaBachelor of Science - Business Administration
University of South Florida
Tampa, FloridaSkills
- Regulatory compliance
- Financial Acumen
- Client relationship management
- Organizational skills
- Excellent communication
- Analytical thinking
- Customer service
- Problem solving
- Data Analytics
- Adaptability
- Infrastructure Planning
- Network Administration
Timeline
Independent Insurance Broker
Symmetry Financial Group
08.2023 - Current
Technical Services Specialist
Abbott Laboratories
03.2022 - 02.2023
Call Center Supervisor
Titan Technologies
06.2020 - 06.2021
Reemployment Assistance Representative
Titan Technologies
04.2020 - 06.2020
Law Clerk
Owen & Dunivan, PLLC
09.2015 - 12.2015
Manager of Information Technology
Triage Partners
02.2012 - 11.2012
Manager of Information Technology
SHP Senior Living Services LLC
01.2005 - 02.2012
IT Support Specialist
Corporate Sports Marketing Group
06.1999 - 01.2005
Juris Doctor - Law
Western Michigan University Thomas M. Cooley Law School
Bachelor of Science - Business Administration
University of South Florida
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