Ryan Sutton

The Technical Support Specialist is the first point of contact for technical support, responsible for resolving hardware, software, and networking issues for customers. The role requires a mix of technical proficiency in Windows/macOS and strong customer service skills to manage support requests via phone, email, or ticketing systems.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.

Infrastructure Monitoring: Managed first-level problem determination for complex systems across primary and secondary data centers, ensuring maximum uptime for state-wide lottery operations.

Specialized Technical Support: Provided expert troubleshooting for Video Lottery Terminals (VLTs) at licensed venues and casinos, resolving hardware and connectivity issues.

Vendor & Incident Management: Collaborated with third-party vendors to resolve high-level system issues and coordinated with internal divisions to streamline project status and system procedures.

Compliance & Security: Monitored internal control systems for in-state and multi-state draw games while strictly following nightly drawing protocols to ensure integrity and security.

Facilities Oversight: Acted as a key point of contact for facility management at secondary sites, ensuring operational continuity.

• At Hope Gas, I transitioned from a standard support role to a pivotal IT leader during a high-stakes corporate divestiture. I demonstrated the ability to handle massive hardware rollouts (over 600 PCs) while maintaining "white-glove" standards for top-tier executives.
  
  Core Accomplishments
  • Startup & Migration Leadership: Acted as the primary IT lead during the transition from Dominion Energy to Hope Gas, ensuring zero downtime for critical systems and system-critical applications.
  • Large-Scale Project Management: Led the deployment of 600+ PCs and the configuration of 50+ specialized all-in-one devices, including extensive application testing and Windows Server configuration.
  • Executive & Call Center Support: Provided high-priority "white-glove" support to C-Suite executives and managed emergency IT responses for high-volume call centers.
  • Cross-Functional Troubleshooting: Served as the central escalation point for complex issues spanning Telecom, Networking, and Application Support, diagnosing root causes before coordinating with specialized teams.
  • 24/7 Operational Availability: Managed round-the-clock Help Desk and Desktop Support operations for six months during critical transition periods, maintaining 24/7 on-call availability.
  ________________________________________
  Key Skills Added
  • Project Leadership (Migration & Deployment)
  • White-Glove Executive Support
  • Windows Server Configuration
  • Change Management (Corporate Divestitures)
  • Enterprise Escalation Management

As the sole on-site IT professional, I served as the critical link between hospital operations and technology. I have successfully managed the unique pressures of a healthcare environment, ensuring that life-critical systems (voice, data, and medical infrastructure) remained operational 24/7.

Core Accomplishments
Campus-Wide Modernization: Directed a massive PC deployment project, replacing 150+ workstations across the entire hospital campus, satellite clinics, and administrative offices.

Network & Voice Upgrades: Provided key technical support for a Cisco Voice Project, migrating the hospital to a more stable and modern VOIP platform.

Full-Stack Infrastructure Management: Installed and maintained a diverse range of hardware, including servers, networking equipment, VOIP systems, and tape backup units using disciplined incident management protocols.

Emergency & On-Call Response: Managed 24/7 on-call responsibilities for urgent technology failures, ensuring zero disruption to patient care and hospital workflows.

High-Stakes Communication: Specialized in translating complex technical issues for non-technical medical staff and administration, maintaining composure in a high-stress clinical environment.

• I served as a bridge between high-level IT strategy and daily operations, focusing on the end-to-end customer experience. By blending technical writing with systems engineering (imaging and deployment), I create scalable environments that empower end-users.
  
  Core Accomplishments
  Workflow Optimization: Acted as a Subject Matter Expert (SME) to identify and implement technology solutions that directly improved end-user productivity and streamlined business workflows.
  
  Technical Documentation: Authored a comprehensive library of knowledge base (KB) articles and troubleshooting guides, enabling team members to resolve complex software and hardware issues efficiently.
  
  Systems Engineering: Managed the full lifecycle of workstation management, including packaging, testing, and deploying software, as well as creating and maintaining standardized OS images for laptops and desktops.
  
  Infrastructure Resilience: Applied best practices in IT infrastructure maintenance to maximize system availability, security, and scalability across the enterprise.
  
  High-Stakes Communication: Mastered the ability to translate "technical-heavy" concepts into actionable information for non-technical users, especially during high-stress emergency "on-call" scenarios.

I have demonstrated the ability to support massive, complex software ecosystems, including ERPs (SAP, Oracle) and CRMs (Salesforce) on a global scale, using industry-standard tools like ServiceNow to maintain high operational standards.

Core Accomplishments
Global Knowledge Contributor: Authored and published over 100 technical support documents utilized by IT teams globally, standardizing troubleshooting for international operations.

Enterprise Software Expert: Provided high-level steering and support for critical business applications including SAP, Oracle, VPN, and IP Communicator, ensuring seamless connectivity and data access.

Salesforce Administration: Managed support for thousands of Sales users, overseeing account migrations, data cleanup, and training team members on CRM maintenance and security protocols.

ITSM Excellence: Leveraged ServiceNow to manage incident lifecycles, ensuring meticulous documentation and efficient escalation of high-priority network and application challenges.

Advanced Troubleshooting: Delivered Tier-2 support for complex network performance issues and established enterprise-wide "Best Practices" for network security and drive operations.

• Technical Operations: Mylan Pharmaceuticals
  Managed comprehensive technical services in a high-compliance pharmaceutical environment, focusing on seamless end-user experiences for both localized and remote global workforces.
  
  Core Accomplishments
  Cross-Functional Collaboration: Partnered with various departments to identify and implement IT solutions that expanded service capabilities and addressed complex operational bottlenecks.
  
  Process Optimization: Initiated new troubleshooting protocols and corrective action processes that significantly reduced recurring technical issues and improved system reliability.
  
  Hybrid Workforce Support: Administered high-level technical assistance for both on-site manufacturing/corporate environments and remote operations, ensuring secure and consistent access to pharmaceutical applications.

• Technical Leadership: Wireless Telecommunications
  Directed retail technical support operations for a multi-billion dollar provider, focusing on team development, product innovation, and high-level cost containment.
  
  Core Accomplishments
  Strategic Team Leadership: Managed and mentored a team of support personnel and service technicians, overseeing professional development and high-volume service delivery for both in-store and call center environments.
  
  Cost Reduction & In-Sourcing: Engineered internal troubleshooting systems that allowed for the resolution of complex escalated issues in-house, significantly reducing the reliance on and expense of third-party vendors.
  
  Product Innovation (Beta Testing): Led regional beta testing for new mobile devices and software tools, providing critical feedback to ensure successful wide-scale product launches.
  
  Diversity & Inclusion: Selected as a member of the East Region Inclusion Council, representing the department in regional corporate culture and policy initiatives.

Operational Logistics & Facility Support
Inventory & Asset Management: Managed large-scale merchandise resets and backroom organization, ensuring 100% accuracy in stock levels and rapid fulfillment of requests.

Heavy Equipment Operation: Certified in the safe operation of forklifts, pallet jacks, and material-handling equipment within high-traffic, fast-paced environments.

Process Efficiency: Collaborated with cross-functional teams to maintain organized, high-standard workspaces, contributing to a seamless customer and team experience.

• Directed technical service operations and customer-facing consultations to support a $24B retail ecosystem, specializing in hardware deployment and multi-site troubleshooting.
  
  Core Accomplishments
  Scalable Infrastructure Implementation: Led the installation and configuration of complex computer systems and hardware infrastructure across diverse environments, including corporate offices and educational institutions.
  
  Consultative Problem Solving: Provided expert onsite and remote consultations to diagnose and repair critical hardware/software issues, directly supporting retail sales performance.
  
  Award-Winning Performance: Frequently recognized for excellence in service and safety, earning the 10-Year Service Award, multiple Regional Customer Service Awards, and the Customer-Focused Safety Award.

Dedicated Shift Supervisor with a proven track record of maintaining high employee productivity and ensuring strict compliance with food and service quality standards. Expert in coaching diverse teams to optimize performance and managing complex scheduling to meet state regulations. Recognized for maintaining composure in high-pressure environments and building strong customer relationships to drive consistent revenue growth.