IT Support, PC Installation

CR Chris Ryder

317-***-**** E: **********@************.***

*** ******** ***., ***********, ** 46135

PROFESSIONAL Technical professional with experience in providing clients IT support,

SUMMARY technical solutions and implementation, as well as creating and sustaining

Procedural documentation. Skilled in working with diverse teams.

SKILLS Salesforce Quality Control

Hardware/Software Installation Issue Escalation

Technical Support Process Development

Customer Relations Effective Communication

Multi-Tasking Troubleshooting

WORK HISTORY CUSTOMER SUPPORT REPRESENTATIVE 09/2013 to CURRENT

DATA RECOGNITION CORP Indianapolis, IN

Call center support of standardized testing for numerous states.

Advanced knowledge of testing technologies; paper/pencil and online.

Skilled using call center systems and case management applications.

Observed and adhered to federal and state regulations, policies and

privacy laws.

Effective and comfortable providing service to customers, especially during

customer satisfaction issues.

Effective time management and multitasking skills.

Consistently the top agent in monthly and quarterly reviews.

Seasonal Team Lead, supporting ten agents during peak testing cycle.

Call quality review and ticket audit, with report management.

STORE MANAGER - WIRELESS CONSULTANT 03/2012 to 08/2013

CELLULAR SALES Greencastle, IN

Store manager, sales consultant and provided technical support for

individual and business clients.

Knowledge of cell phone technology and hardware.

Skilled in the use and support of Android OS, iPhone OS and Windows 8

Phone.

Managed and maintained three company stores within the district.

NEW PRODUCT INTRODUCTION PROJECT MANAGER 05/2005 to 11/2010

HEWLETT-PACKARD Plainfield, IN

Responsible for customized builds using partner manufacturing for the

benefit of 50 client companies, related to hundreds of customized

platforms.

Managed, tracked & quality reviewed new product releases with partner

manufacturers in Juarez & Canada.

Managed issue escalation and facilitated resolutions. Identified deficiencies

in processes and implemented improvements bringing down issues from

17% to 6%.

Shared best practices to benefit other partner facilities within the Americas

which brought a 30% improvement in production through-put.

TECHNOLOGY COORDINATOR 07/1999 to 05/2005

HEWLETT-PACKARD Indianapolis, IN

Created and managed computer customization processes and procedural

documentation for 25 client companies.

Documented complex and detailed procedures with an emphasis on print-

screens, photos, and multimedia presentation.

Customized services including asset tagging, image downloading, custom

BIOS settings, special and bulk packaging, hardware integration of

standard and proprietary components.

Developed and managed complex “LAN-In-A-Can” configuration where a

server would be setup for a particular customer site and LAN. Five client

units would be customized and associated to server unit. The LAN would

be shipped and setup on site, fully network ready, out of the box.

TECHNICAL SUPPORT ENGINEER 09/1993 to 07/1999

HEWLETT-PACKARD Indianapolis, IN

Integrated with regional sales team and provided technical support for

order entry and management, and be a general technical resource for the

team, production floor and distribution center.

Reviewed the technical viability of each order and make any corrections

and recommendations that may be needed.

Worked directly with production and shipping as technical liaison to bridge

the gap between Sales, Customization and Distribution.

EDUCATION Associates of Science Computer Electronics

Vincennes University, Vincennes, IN

Associates of Science Bio-Medical Electronics

Vincennes University, Vincennes, IN

CERTIFICATIONS A+ Certified

Dale Carnegie Certified

Employee of the Quarter

Winning with Teamwork Award

Contact this candidate