Ryan McDonald
Athens,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Service Desk Technician
Enterprise Integration
07.2023 - 01.2024
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
- Streamlined service desk operations for improved efficiency and response times.
- Reduced downtime by proactively identifying and resolving technical problems.
- Boosted first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Collaborated with team members to maintain consistency in service delivery and support quality.
- Provided exceptional customer service, building rapport and trust with clients through effective communication.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
Warehouse Associate
Schneider Electric
08.2022 - 06.2023
- Improved warehouse efficiency by streamlining inventory management processes.
- Reduced order processing time through effective organization and prioritization of tasks.
- Maintained a safe working environment by adhering to safety protocols and guidelines.
- Assisted in reducing product damage by properly handling and storing materials.
IT Helpdesk Support
Advent Health Orlando
06.2022 - 07.2022
- Enhanced customer satisfaction by efficiently resolving technical issues and providing timely support.
- Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
- Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
- Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
- Connected to computer of client using remote link to install programs and applications.
IT Helpdesk Technician
Wells Fargo
03.2022 - 05.2022
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
- Streamlined help desk operations by implementing an effective ticket management system.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
IT Helpdesk Technician
Argon Medical Devices
10.2021 - 12.2021
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
- Streamlined help desk operations by implementing an effective ticket management system.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Diagnosed and troubleshot hardware, software and network issues.
- Used ticketing systems to manage and process support actions and requests.
- Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
Call Center Representative
One Ring Networks
06.2021 - 09.2021
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Responded to customer calls and emails to answer questions about products and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Associate of Applied Science - Cybersecurity
MyComputerCareer.com
Raleigh, NC06.2021
Skills
- Time Management
- Incident Management
- System Administration
- Asset Management
- Customer Service
- Technical Troubleshooting
- Network Connectivity
- Remote Support
- Performance Monitoring
- Software Installation
- Ticketing System
- Team Collaboration
- Security Protocols
- Quality Assurance
- Problem Solving
- Hardware Support
- Conflict Resolution
- Multitasking
military/united states navy
Electrician - Complied with all safety standards and regulations while performing electrical work. Replaced lights, faulty switches, sockets, plugs, fuses, and increased efficiency (120v-440v) including shore power cables for an aircraft carrier. Diagnosed electrical issues and performed all electrical repairs by replacing faulty parts and components.
Active Duty: April 17, 2000 - April 17, 2005
Timeline
Service Desk Technician
Enterprise Integration
07.2023 - 01.2024
Warehouse Associate
Schneider Electric
08.2022 - 06.2023
IT Helpdesk Support
Advent Health Orlando
06.2022 - 07.2022
IT Helpdesk Technician
Wells Fargo
03.2022 - 05.2022
IT Helpdesk Technician
Argon Medical Devices
10.2021 - 12.2021
Call Center Representative
One Ring Networks
06.2021 - 09.2021
Associate of Applied Science - Cybersecurity
MyComputerCareer.com
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