Ryan Sutton

* Provided technical support to external end users for problems related to video lottery terminals located at licensed limited video lottery venues and casinos in West Virginia.
* Monitors and operates the Lottery’s various systems located in our primary and secondary data centers. Perform first-level problem determination on complex systems and collaborate with 3rd party system vendors to troubleshoot and resolve problems.
* Directs calls to appropriate personnel within the division when further assistance is required to answer questions regarding video lottery terminal installations, configurations, error messages, project status, system procedures, online transactions, system status, and downtime. Assist with conducting nightly drawing procedures and monitoring lottery internal control systems for in state and multi-state draw games. Assist the site supervisor with facility management duties at the Lottery’s secondary site.

• Single point of contact IT professional "The Face of Hope Gas IT" that provides support for Hope Gas & Hope Utilities (the parent company).
• Oversee day-to-day IT assistance for Desktop Support issues, including network, telecom, applications, and more.
• Led multiple projects supporting a clean start-up organization, including projects listed, 600+ PC deployments, extensive applications testing, development of 50+ all in one devices, and configuration on Windows servers.
• Provided white glove support to level C executives and supported multiple call centers with emergency response for any IT issues.
• This may include troubleshooting other areas of IT that do not fit within just desktop support. This may consist of Telecom, Networking, and Application Support to determine the root cause of the problem. Once determined, reach out to the appropriate IT Support Team for assistance.
• A strong Knowledge of PCs, Printers, Copiers, LANs, Internet, servers, telecommunications, and mobile devices.
• Provided 24/7 help desk assistance during the transition from Dominion Energy to Hope Gas. For password, technology issues, or anything IT-related. This could also be an escalation point if needed for some system-critical applications that would need aquick turnaround.

• Conceptualized, planned, and executed original designs fora wide range of website properties.
• Troubleshoot issues with websites and fixed scripting and use issues.
• Maintained exceptional customer service ratings for the company on theDoddridge County Fair website.
• Configured and purchased domains for websites.
• Provided front-end website development using WordPress, Hubspot, and other editing software.
• Coded websites using HTML, CSS, JavaScript, and jQuery languages.
• Planned website development, converting mockups into usable web presence with HTML, JavaScript, AJAX, and JSON coding.
• Oversaw technical issues and troubleshooting requests to resolve user problems.
• Adhered to SEO best practices while designing sites.
• Discussed site and app requirements with clients to produce actionable development plans.
• Oversaw back-end development using PHP to maintain website integrity.
• Engaged with clients to plan and optimize site issues and queries.
• Backed up or modified applications and related data to provide for disaster recovery.
• Monitored systems for intrusions or denial of service attacks and reported security breaches to appropriate personnel.
• Worked with art directors to create dynamic websites.
• Utilized SEO techniques to optimize website content, improve search engine rankings, and increase traffic.
• Developed performance metrics to benchmark websites.

• Coded websites using HTML, CSS, JavaScript, and jQuery languages.
• Provided front-end website development using WordPress, Hubspot, and other editing software.
• Troubleshot technical issues and optimized websites for search engine optimization, performance and accessibility.
• Enhanced functionality and appearance of website and repaired functionality issues.
• Designed user interface to meet client specifications,
• Tracked and reported problems with site designs, providing remedial suggestions for resolution.
• Engaged with clients to plan and optimize site issues and queries.
• Adhered to SEO best practices while designing sites.
• Oversaw technical issues and troubleshooting requests to resolve user problems.
• Conducted post-deployment evaluations to measure user experience success.

• Enhanced functionality and appearance of the website and repaired functionality issues.
• Reviewed designs created by freelance designers and provided feedback for revisions.
• Completed domain name registrations and maintained website and web hosting account.
• Discussed site and app requirements with clients to produce actionable development plans.

• Single point of contact IT professional "The Face of Mon Health IT" that provides support for Grafton City Hospital not only for desktop but for networking, applications, and other systems support as needed

• Demonstrate strong leadership and foresight by driving planning and execution of customer support programs with an emphasis on enhancing end-to-end experience
• Selected Contributions:
• Ensure the highest consideration for availability, security, performance, and scalability by leveraging best practices in support and maintenance of IT infrastructure
• Establish strong foundation for success by improving the customer experience; leverage technology to optimize workflows as Subject Matter Expert for technology and solutions for end-users
• Generate energy and stability by providing efficient remote support to users; known for the unique ability to communicate technical information to a non-technical audience

• Maximized productivity and provided vital structure by leveraging expertise and analytical skills to diagnose and troubleshoot issues and provide effective solutions
• Selected Contributions:
• Exhibited resourcefulness in response to the COVID-19 outbreak by rethinking processes; significantly reduced onsite time by imaging and setting up multiple computers for the next technician onsite
• Increased volume capability and improved reliability by supporting the VoIP Migration project initiative to replace over 50 devices with a new telephony system
• Improved network speeds and reliability in partnership with a project team to upgrade the infrastructure site of 1M square feet facility to a 10G network
• Ensured flawless execution by providing ongoing, quality support

• Provided remote and onsite support, leveraging expertise and analytical skills to diagnose and troubleshoot issues and provide effective solutions. Known for thinking critically, troubleshooting, and solving complex problems, creating a support experience that customers will love, even in challenging circumstances.
  
  Key Achievements
  ✔️ Successfully supported the VoIP Migration project initiative to replace 50+ devices with a new telephony system, which improved reliability and increased volume capability.
  ✔️ Improved network speeds and reliability by working jointly with the project team to upgrade the infrastructure site of one millon square feet facility to a 10G network; played a key role in the project's success through ongoing support
  ✔️ Provide assistance with managing vendors, including but not limited to contract negotiation, procurement, and SLA adherence.
  ✔️ Install, diagnose, repair, and maintain information technology infrastructure including, but not limited to, workstations, servers, mobile devices, printers, copiers, scanners, fax machines, VOIP, video conferencing, AV equipment, tape backup systems, and networking equipment using the incident management system.
  ✔️ Able to manage stress in a very stressful atmosphere and am responsible for communicating this highly technical information to a wide range of both technical and non-technical audience and doing so in a way that makes the information useful and helpful.
  ✔️ A strong Knowledge of PC's, Printers, Copiers, LANs, Internet and Telecommunications, and PDA's device

• Leveraged experience and skill to steer the technical support and user assistance associated with Microsoft Applications, Oracle, VPN, SAP, IP Communicator, and Mac OS functions
• Employed balanced, disciplined leadership to improve customer experience as the primary liaison for all customer inquiries and resolutions
• Selected Contributions:
• Created environment for durable success by ensuring Cisco Phone metrics met established performance objectives
• Captured substantial gains in efficiency and productivity by leveraging ServiceNow to promote accurate and proficient documentation and dissemination of all incidents and escalated needs
• Delivered key contributions toward success by delivering second-level support; provided advanced technical troubleshooting and solutions for sophisticated customer performance and network challenges
• Streamlined processes and clarified expectations by creating technical support documents with more than 50 that are provided globally within the IT Support System
• Defined direction that catalyzed coordination across departments by establishing user best practices regarding network drives, network security and general network operations

• Exercised detailed analysis and judgment while overseeing a wide range of technical services for end-to-end customer experience challenges in support of Mylan Pharmaceuticals
• Selected Contributions:
• Enhanced technical support and promoted seamless functioning by initiating comprehensive troubleshooting and corrective processes
• Maximized efficiency by administering user assistance for onsite and remote operations
• Expanded services and overall capabilities in partnership with multiple departments with a focus on identifying optimal, elegant technical solutions

• Demonstrated innovation and capacity to excel by administering the implementation of retail customer technical support and service to maintain performance for a $4B wireless telecommunications service provider
• Shaped a vibrant, productive environment by administrating training, development, and mentorship for new service technicians with a focus on promoting adherence to organizational standards
• Selected Contributions:
• Embraced responsibility as a technical subject matter expert on retail customer technical support and service
• Delivered transformative innovation by piloting a team of support personnel to provide in-depth support for customer service calls, in-store requests, installation, configuration, upgrade, testing, troubleshooting, diagnosis, and repair functions
• Enhanced internal performance capabilities by leading product beta testing for new devices and software tools
• Exhibited exceptional ability to marshal appropriate resources and reduced costs by developing systems to troubleshoot and resolve escalated issues without use of third parties
• Honored to be recognized for proficiencies through the selection as a member of the East Region Inclusion Council

Organized and merchandised key areas of store displays. Work as part of a fast, fu,n and friendly backroom team. Always maintaining a clean, great-looking store and backroom area. Responding quickly and accurately to merchandise requests from fellow team members or customers. Pulling Merchandise quickly for store resets and adding value to customers' shopping experience. Able to operate forklifts, pallet jacks, and other material moving equipment safely and correctly in a fast-paced environment.

• Supervised the customer-facing technology consultation and service functions to support $24B in retail sales. Conducted in-store, on-site, and phone-based consultations to assist sales, troubleshooting, diagnosis, and repair operations.
  ✔️ Facilitated the installation and implementation of computers and infrastructure hardware across a broad range of environments and scales inoffice and school settings.
  ✔️ Earned multiple awards and recognitions, including the Staples Associate of the Month Award, multiple Regional Customer Service Awards, a 10-year Service Award, and Customer-Focused Safety Award.

• Kept employees operating productively and working on task to meet business and customer needs.
• Supervised employees and oversaw quality compliance with company standards for food and services.
• Exercised composure under pressure and in escalated customer service scenarios.
• Coached crew members to optimize performance and motivate toward more efficient work.
• Worked closely with team members to schedule breaks and shifts to meet state regulations.
• Trained and mentored new employees to maximize team performance.
• Built relationships with customers and managed accounts to drive revenue and profit.