Ryan Shields
La Mesa,CA
Summary
Dynamic and experienced Help Desk Support Specialist with over 5 years of experience providing technical assistance and support to faculty, staff, administrators, and students. Proficient in diagnosing and resolving complex hardware, software, network, and security issues. Skilled in troubleshooting user accounts, validating software licenses, and using diagnostic techniques to deliver immediate solutions. Adept at using formal work order tracking systems, prioritizing requests, and ensuring quality customer service. Strong communicator with the ability to explain technical information to non-technical users and create detailed documentation for both internal staff and customers. Proven ability to adapt to changing technology and maintain effective working relationships across diverse populations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Supervisor
XPO Logistics
San Diego, CA
01.2020 - 03.2024
- Oversaw daily operations for a team of 35 associates, achieving a 96% on-time delivery rate, which exceeded the baseline goal by 14%.
- Led a project that improved inventory management, resulting in a 10% reduction in operational waste.
- Developed and executed training programs that boosted the team's productivity by 15%.
- Forecasted demands accurately, efficiently scaling and aligning staffing needs to reduce labor cost by $200k annually.
Supervisor
Old Dominion
San Diego, CA
03.2018 - 12.2019
- Managed a team of 30, improving logistics operations and achieving a 5% increase in annual revenue.
- Instrumental in initiating a successful feedback program leading to a 18% increase in moral/productivity and a 7% decrease in dock/claim cost.
- Implemented a safety training initiative, resulting in a 31% decrease in work-related injuries.
- Negotiated with third-party logistics to cut overhead cost by 8%, directly affecting the bottom line.
Operations Assistant
FedEx
San Diego, CA
09.2016 - 02.2018
- Initiated the use of dynamic reporting in Excel to track schedules and budgets in real-time, leading to exceeding the KPIs by 11% above the desired goal.
- Revised reporting procedures to remove obstacles and improved reporting by 27%.
- Discovered an outsourcing opportunity that helped decrease shipping cost by 18%.
Customer Solutions Representative
FedEx
San Diego, CA
12.2015 - 08.2016
- Provided specialized, proactive service to top accounts, analyzing and resolving ongoing service problems and ensuring priority assistance and timely responses to customer requests.
- Maintained comprehensive customer records and profiles, utilizing specialized software to anticipate shipping needs, communicate documentation requirements for customs clearance, and provide personalized services to enhance customer satisfaction.
- Interfaced with sales, marketing, and operations teams to expedite resolutions, continuously communicate until issues were resolved, and advise on geo-political or operational situations impacting service, ensuring customer satisfaction and operational efficiency.
Education
Some College (No Degree) - Mathematics
San Diego Mesa College
San Diego, CA12-2026
Skills
- SaaS (Micrsoft 365)
- Operating Systems
- Data Analysis
- Database Management
- AWS Cloud
- SaaS (Micrsoft 365)
- Risk Analysis
- Python
- Excel
Certification
- AWS - Solutions Architect Associate
Timeline
Operations Supervisor
XPO Logistics
01.2020 - 03.2024
Supervisor
Old Dominion
03.2018 - 12.2019
Operations Assistant
FedEx
09.2016 - 02.2018
Customer Solutions Representative
FedEx
12.2015 - 08.2016
Some College (No Degree) - Mathematics
San Diego Mesa College