Ryan Walter
Baltimore,MD
Summary
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Teaching Fellow/Technical Inventory Manager
Per Scholas
02.2022 - Current
- Assist with Instruction in a Classroom Setting, Re-imaging of Windows PCs, Active Directory Assignments
- Improved student comprehension by implementing creative teaching strategies and real-world examples in lessons.
- Implemented classroom management techniques effectively, maintaining a positive learning environment conducive to student success.
- Enhanced inventory accuracy by conducting regular audits and implementing efficient tracking systems.
- Created and updated regular inventory reports and records.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
Tier 1 Tech Support Representative
Cognosante
09.2021 - 02.2022
- Assist with account lockouts, Initiate Password resets, Provide PIV Card/VPN Token Troubleshooting, Mobile Device Management via Okta
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Lead Supervisor
SWEPT Facility Services
07.2019 - 03.2020
- Supervised multiple resources and facilities under multiple clients, Client Satisfaction and Quality Control Assurance, Supply Inventory of Resources and Stock Management
- Improved team efficiency by streamlining processes and implementing new workflows.
- Reduced employee turnover rate by creating a positive work environment and offering opportunities for professional growth.
- Increased project completion rates by prioritizing tasks and effectively delegating responsibilities to team members.
- Enhanced customer satisfaction with timely responses to inquiries and effective resolution of issues.
Education
CompTIA A+ and Google IT Support Certifications -
Per Scholas
Baltimore, MD01.2021
Bachelor in Science of Music Production -
Full Sail University
Wilton Manors, FL01.2016
Skills
- Bachelor’s Degree in Music Production
- CompTIA A Certified
- Google IT Support Certified
- Cisco Packet Tracing Certified
- 10yrs Customer Service Experience
- Peer coaching
- Tutoring
- Tech-Savvy
- Classroom management expertise
Certification
- CompTIA A+
- Google IT Support
Timeline
Teaching Fellow/Technical Inventory Manager
Per Scholas
02.2022 - Current
Tier 1 Tech Support Representative
Cognosante
09.2021 - 02.2022
Lead Supervisor
SWEPT Facility Services
07.2019 - 03.2020
CompTIA A+ and Google IT Support Certifications -
Per Scholas
Bachelor in Science of Music Production -
Full Sail University
Similar Profiles
Ebonique Walker-HindsEbonique Walker-Hinds
Recruiting Manager at Per ScholasRecruiting Manager at Per Scholas
Tory ThompsonTory Thompson
Director, Technical Instruction at Per ScholasDirector, Technical Instruction at Per Scholas
AMARILYS RAMIREZAMARILYS RAMIREZ
Professional Development at Per ScholasProfessional Development at Per Scholas