Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Degree
Work Preference
Languages
Interests
Work Availability
Timeline
Ryan Sanders

Ryan Sanders

Austin,TX

Summary

Transformational technology leader who delivers on aggressive financial and operational goals in high-volume environments across IT, government, retail, financial, and healthcare sectors. A nimble member of technology teams, skilled in quickly identifying and addressing key performance drivers to enable smooth, low-risk, cost-effective business operations. Proficient in building processes that support cross-functional business activities. Blends keen intellect, deep technical knowledge, and analytical mindset with natural team leadership, engaging interpersonal skills, and responsiveness to deliver results in key performance areas. Self-motivated Product Support Manager with 7 years of comprehensive experience leading matrixed, cross-functional teams of engineers, designers and sales personnel to market innovative products to customers. Expertise in product strategy, product development and market research. Passionate about producing a product or viable service and driven by measurable results and inspiring teams.

Overview

23
23
years of professional experience
1
1
Certification

Work History

PRODUCT SUPPORT SUPERVISOR

Home Depot USA, Inc
01.2017 - Current
  • Recruited back to this global retail company initially to manage and ensure stability of 30,000 servers/systems supporting up to $3B in daily transactions enterprise-wide across 2,800 stores in North America; role expanded to lead 10-person team overseeing network technical support operations domain, including onboarding, training, and issue resolution
  • In heavy collaborative role across the enterprise, track and monitor system performance, identify and resolve technical, security, and access issues, and initiate, lead, and deliver projects to reduce cost and optimize automation
  • Address and resolve escalated requests
  • Provide engagement, consultation, and direction upon projects
  • Build culture of team performance within tight cost constraints by setting clear expectations, encouraging excellence, and leading by example
  • 24X7 data center operations for 365-day matrix managed role
  • Multiple domains of expertise represented
  • Defined KPIs and led teams to outstanding performance
  • Led multiple automation projects and transitioned them to other departments
  • Onboarded and mentored new team members, currently 7 direct reports
  • Created and implemented policies and procedures
  • Provided command-and-control presence on technical bridges, drove workstreams, and engaged teams to resolve incidents
  • Managed global response to major incident-related business applications and infrastructure services
  • Produced content for knowledge database and training materials
  • Ensured adherence to company quality goals

APPLICATION ADMINISTRATOR

Austin Energy/Austin 311
01.2008 - 01.2017
  • Brought in to manage information systems projects, technical support, and network and business operations for city municipality
  • Managed and updated interfaces between departments
  • Translated technical aspects to business requirements
  • Provided recommendations for purchasing and implementing software applications and hardware
  • Managed, trained, mentored, and developed 12 business systems analysts
  • Prioritized business needs
  • Established and managed vendor contracts
  • Led multiple projects including smartphone application, CSR upgrade, and Chameleon interface
  • Analyzed current business to identify future requirements and opportunities
  • Consistently exceeded organizational goals around customer satisfaction, quality, and cost reduction
  • Trained 12 business system analysts
  • Created method for evaluating vendor solution and participated in vendor selection
  • Upgraded CRM tool to deliver more than one million service requests across 28 departments annually
  • Moved daily operations from local solution to the Cloud
  • Developed reporting needs for end user departments

PROJECT MANAGER

BancVue
01.2007 - 12.2007
  • Project managed integrating this software company’s product within multiple financial institutions
  • Developed standardized processes, online functionality, and cross-selling methods used online
  • Aided in maintaining performance and schedule within budget
  • Selected maintenance management system
  • Developed company’s first-ever standardized methods and processes for all project managers
  • Developed model to predict usage of funds
  • Prevented halt in contract operations by maintaining operations

PROACTIVE RESPONSE SUPERVISOR

Home Depot USA, Inc
01.2005 - 12.2007
  • Hired as individual contributor and quickly promoted to lead team of 55 IT help desk associates
  • Researched, developed, and implemented cost reduction solutions for store support
  • Defined applicable technology to improve services
  • Supported store associates on multiple applications in multiple languages
  • Guided planning processes with other IT departments and business clients to drive process improvement, efficiencies, and software rollouts
  • Built team of 25 help desk associates, many of whom have been promoted
  • Implemented contact center best practices
  • Transitioned BPO and help desk to Chennai, India

LEVEL II TECHNICAL MANAGER /ANALYST

Southwestern Bell Corporation
01.2003 - 12.2005
  • Managed team of 35 help desk associates
  • Determined global technical systems and compatibility for services
  • Coordinated daily efforts of staff and work within ever-changing environment
  • Provided Q&A of PeopleSoft platform and integration of GUI interface and correlating database transition
  • Reported PeopleSoft break/fixes
  • Managed information systems projects, technical support activities, and network and business operations

TEAM LEAD

Marsh & McLennan Companies, Inc
01.2003 - 12.2003
  • Led team of 30+ analysts
  • Negotiated migration of work to central processing location
  • Provided Q&A of work

INFORMATION ANALYST DEVELOPER

Electronic Data Systems
01.2002 - 12.2003
  • Led team of more than eight technical and business SMEs
  • Managed projects, technical support, and network and business operations
  • Recommended purchasing, installing, and implementing software applications and hardware

Education

MA - Project Management

University of Phoenix, Phoenix, AZ

MBA - Global Management

University of Phoenix, Phoenix, AZ

BS - Psychology and Biology

Texas State University (Previously Southwest Texas State University), San Marcos, TX

Skills

  • Business Analysis
  • Project Management
  • Business Development
  • Process Development
  • Vendor Management
  • Vendor Relations
  • Contract Management
  • Quality Assurance
  • Quality Control
  • Change Management
  • Process Documentation
  • Team motivation
  • Task Delegation
  • Ticket management
  • Staff Training and Development
  • Incident Management
  • Stakeholder Management
  • Time Management
  • Problem-solving abilities
  • Team Leadership

Certification

  • Microsoft Certified Systems Engineer Program, Completed, Austin, TX
  • Project Management Professional Certification, Pending exam
  • CPR/AED Certified

Affiliations

  • Project Management Institute (PMI), Austin Chapter
  • United States Masters Swimming/Austin Runners Club/Austin Triathletes Club
  • Strickland Christian School, APTF organization (nonprofit)
  • President
  • Vice President

Degree

MBA

Work Preference

Work Type

Full TimeContract Work

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balancePersonal development programsPaid sick leaveStock Options / Equity / Profit SharingWork from home optionHealthcare benefitsPaid time off401k match

Languages

English
Full Professional
Japanese
Elementary

Interests

Fitness

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

PRODUCT SUPPORT SUPERVISOR - Home Depot USA, Inc
01.2017 - Current
APPLICATION ADMINISTRATOR - Austin Energy/Austin 311
01.2008 - 01.2017
PROJECT MANAGER - BancVue
01.2007 - 12.2007
PROACTIVE RESPONSE SUPERVISOR - Home Depot USA, Inc
01.2005 - 12.2007
LEVEL II TECHNICAL MANAGER /ANALYST - Southwestern Bell Corporation
01.2003 - 12.2005
TEAM LEAD - Marsh & McLennan Companies, Inc
01.2003 - 12.2003
INFORMATION ANALYST DEVELOPER - Electronic Data Systems
01.2002 - 12.2003
University of Phoenix - MA, Project Management
University of Phoenix - MBA, Global Management
Texas State University (Previously Southwest Texas State University) - BS, Psychology and Biology

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Ryan Sanders