Ryan Smith

AI Strategy and Implementation:

• Spearheaded AI strategy and execution across multiple projects, enhancing operational efficiency and customer experiences. Implemented AI chatbots, Microsoft Co-Pilot, and machine learning models to drive decision-making.
• Directed the implementation of machine learning models and data analytics pipelines, significantly improving data-driven decision-making.
• Led a team of data scientists and engineers to develop AI-driven products and services, resulting in a 35% increase in user engagement.
• Conducted research and contract negotiations on emerging AI technologies and industry trends, positioning the company for future AI innovation.

Technical Support and Operations:

• Directed daily operations for a team supporting over 7,000 end-users, ensuring timely resolution of technical issues and service requests.
• Managed the installation, configuration, and maintenance of desktops, laptops, and software applications across the organization.
• Developed and enforced desktop support procedures, reducing ticket resolution time by 45%.
• Led troubleshooting efforts for hardware and software issues, maintaining a 99% customer satisfaction rating.
• Coordinated desktop-related security measures, including patch management and compliance with organizational policies.

Project Management:

• Spearheaded a successful asset refresh project, replacing over 3,000 outdated workstations, laptops, and monitors within a $10+ million budget and on schedule.
• Coordinated logistics for hardware procurement, asset disposal, and the deployment of new equipment across multiple locations.
• Developed and maintained detailed project plans, timelines, and executive status updates, ensuring effective communication with all stakeholders.
• Worked with cross-functional application and support teams to ensure smooth transitions, minimizing downtime and disruptions for end-users.

Service Desk and Field Support:

• Led a team of service desk technicians, providing tier-1 and tier-2 support for over 7,000 users.
• Created and maintained an End User and Service Desk Knowledge Base, enabling end users to resolve 15% of service requests independently.
• Monitored service desk performance metrics, ensuring compliance with SLAs and achieving a 99% customer satisfaction rate.
• Organized training and development programs for service desk staff, enhancing technical troubleshooting skills and customer service.
• Led a team of field technicians providing on-site support for hardware, software, and network-related issues.
• Developed and implemented field support protocols, reducing service downtime by 30% and improving issue resolution times.
• Implemented remote support tools and AI technology, enabling faster issue resolution and reducing travel expenses by 23%.

• Successfully planned, coordinated, and managed the development, testing, and delivery of IT application solutions across technical, financial, and business disciplines.
• Built strong relationships with internal and external system users, discussing needs and offering tailored solutions. Trained users on new applications and systems.
• Managed highly sensitive and confidential PCI, PII, and SOX information, serving as the main point-of-contact for information, questions, and issues.
• Directed multi-million-dollar IT projects from inception to completion, developing project plans, interpreting specifications, creating budgets, scheduling personnel, and coordinating operations.
• Communicated frequently with all necessary parties to discuss changes and updates, realigning job priorities for the team and self as needed.
• Hired, trained, and managed a team of internal employees and external contractors, mentoring team members on best practices for application development, implementation, and servicing.
• Personally, performed all technical functions, creating IT application solutions for point-of-sale hardware and software, mobile tablets, cloud implementation, credit systems, and rollouts of PEDs and EMV credit acceptance.
• Developed and managed software and system infrastructure changes and releases for tax, touch table applications, CRM systems, fraud systems, point-of-commerce software, and credit systems.
• Analyzed key performance indicators to identify successful areas and those needing improvement, creating in-depth project reports and presenting recommendations for continued success at management meetings and conferences.
• Ran compliance audits and worked closely with auditors to ensure adherence to regulatory standards and best practices.