Ryan Sutton

Diagnosed and troubleshot hardware, software and network issues.

• Generated reports to track performance and analyze trends.
• Developed and implemented preventive maintenance procedures.
• Resolved issues with systems, hardware and telephones quickly and accurately.
• Managed high levels of call flow and responded to technical support needs.
• Analyzed issues to determine troubleshooting methods for quick remediation.

Directed first-level problem analysis for complex systems across primary and secondary data centers, maintaining high availability for state-wide lottery operations. Delivered specialized troubleshooting for video lottery terminals at licensed venues and casinos, restoring hardware and connectivity function. Coordinated with third-party vendors to resolve high-priority system issues and aligned with internal divisions to strengthen project tracking and system procedures. Oversaw internal control system monitoring for in-state and multi-state draw games, adhering to nightly drawing protocols to protect integrity and security. Acted as primary contact for facility management at secondary sites, supporting uninterrupted operational continuity.

• • Successful transition from standard support role to key IT leadership position during Hope Gas divestiture. • Zero-downtime support for critical systems and system-critical applications during Dominion Energy to Hope Gas migration. • Strong rollout execution across 600+ PC deployments and 50+ specialized all-in-one device configurations, with testing and Windows Server setup completed. • Responsive executive and call center support delivered for urgent issues, including white-glove service for C-suite stakeholders. • Reliable escalation management for telecom, networking, and application problems, with root causes identified before specialist handoff. • Added project leadership, white-glove executive support, Windows Server configuration, change management for corporate divestitures, and enterprise escalation management to skill set.

Served as on-site IT contact, connecting hospital operations with technology and supporting life-critical systems 24/7. Helped lead campus-wide PC refresh, replacing 150+ workstations across hospital campus, satellite clinics, and administrative offices. Supported Cisco voice upgrade efforts, assisting migration to more stable VoIP platform. Installed and maintained servers, networking gear, VoIP systems, and tape backup units while following incident management procedures. Handled 24/7 on-call support for urgent technology issues and communicated technical problems clearly to medical staff and administration in high-pressure clinical settings.

• 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.

Supported and guided large-scale software ecosystems across global operations, including ERP platforms such as SAP and Oracle and CRM systems such as Salesforce, while using ServiceNow to maintain strong operational control.
Authored and published over 100 technical support documents for worldwide IT teams, creating consistent troubleshooting guidance for global support delivery.
Directed support for critical business applications, including SAP, Oracle, VPN, and IP Communicator, to protect connectivity and data access for business users.
Administered support for thousands of sales users, leading account migrations, data cleanup, and CRM maintenance training for team members.
Managed incident workflows in ServiceNow, maintained accurate documentation, and escalated high-priority network and application issues.
Delivered tier-2 troubleshooting for complex network performance problems and established enterprise best practices for network security and drive operations.

• Directed technical operations across high-compliance pharmaceutical environment, supporting local and remote global workforces with consistent service delivery.
  Partnered with departments to evaluate IT needs and implement solutions that expanded support capabilities and resolved operational bottlenecks.
  Developed troubleshooting protocols and corrective action workflows that strengthened reliability and reduced repeat technical issues.
  Delivered secure technical support for on-site manufacturing, corporate, and remote environments, maintaining reliable access to pharmaceutical applications.

• Directed retail technical support operations for multi-billion-dollar wireless telecommunications provider, guiding team development, product innovation, and cost containment.
  Led support staff and service technicians through performance coaching, skill growth, and consistent service delivery across in-store and call center settings.
  Designed internal troubleshooting workflows that handled complex escalations in-house, improving service efficiency and reducing third-party vendor reliance.
  Managed regional beta testing for new mobile devices and software tools, translating field feedback into stronger launch readiness.
  Represented department on East Region Inclusion Council, contributing to regional culture and policy efforts.

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.