Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Ryan Spano

Orlando

Summary

Dedicated Cyber Security professional with a passion for making a difference for organizations. Multiple years of experience in customer service and securing environments. Over a year of experience with leading a strong support team and acting as an escalation point for complex technical issues.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Senior Team Lead - Support

ThreatLocker
08.2024 - Current
  • Conducted thorough post-incident analysis, identifying root causes and lessons learned to prevent future occurrences.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Collaborated with cross-functional teams to identify areas for system improvements and implement necessary changes.
  • Provided ongoing mentorship and coaching to less experienced team members, fostering their professional development.
  • Reduced ticket backlog by implementing effective prioritization strategies and delegating tasks accordingly.
  • Collaborated with product development teams to report recurring issues, ultimately driving product enhancements based on customer feedback.
  • Conducted regular performance evaluations for team members, providing constructive feedback and guidance on professional growth opportunities.
  • Used ticketing systems to manage and process support actions and requests.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Team Lead - Support

ThreatLocker
02.2024 - 08.2024
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Performed root cause analysis of reported issues to enact corrections.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
  • Fostered team-oriented environment, encouraging collaboration and knowledge sharing to improve overall service quality.

Help Desk Technician II

ThreatLocker
12.2022 - 02.2024
  • Provided basic end-user troubleshooting and desktop support.
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
  • Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
  • Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
  • Served as a knowledgeable resource for colleagues seeking advice on complex technical problems or projects.

Help Desk Technician I

ThreatLocker
10.2022 - 12.2022
  • Provided basic end-user troubleshooting and desktop support.
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
  • Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
  • Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
  • Documented support interactions for future reference.
  • Researched and identified solutions to technical problems.

Food Service Worker

Teak Neighborhood Grill
09.2021 - 10.2022
  • Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Prepared and served various food and drink items to customer specifications in fast-paced environments.
  • Developed and maintained positive relationships with customers to enhance service.

Education

High School Diploma -

Edgewater High School
Orlando, FL
05-2021

Skills

  • Technical troubleshooting
  • Customer support
  • Root-cause analysis
  • Teamwork and collaboration
  • Attention to detail
  • Employee training
  • Incident response
  • Log analysis
  • TCP and IP protocols

Certification

CompTIA Network+

Languages

English

Timeline

Senior Team Lead - Support

ThreatLocker
08.2024 - Current

Team Lead - Support

ThreatLocker
02.2024 - 08.2024

Help Desk Technician II

ThreatLocker
12.2022 - 02.2024

Help Desk Technician I

ThreatLocker
10.2022 - 12.2022

Food Service Worker

Teak Neighborhood Grill
09.2021 - 10.2022

High School Diploma -

Edgewater High School

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Ryan Spano