Sign in

Manager Service

Scappoose, OR
September 30, 2020

Contact this candidate



Ryan Cook



Experienced technical leader and project manager with more than 13 years of business process improvement and systems development with a Bachelor’s Degree in Business Administration, Six Sigma Black Belt certification and Certified Technology Specialist (CTS). RECENT ACHIEVEMENTS

- Chair, PSNI Global Services Committee

- Tripled client SLA’s in under 2 years

- Project manager for multiple complex integrated systems implementation.

- Named one of “40 CI Influencers under 40: Class of 2016” by Commercial Integrator Magazine.

- Created an additional $200,000 revenue from improved Service & Support Dept. process design.

- Rolled out SolarWinds Web Help Desk and Network Performance Monitor as new tools for ticket tracking and remote system monitoring analytics tools.

- Development of Post Project Services Department processes and standards.

- Doubled Service & Support department to meet growing demand

- Improved new employee satisfaction and job training through creation of detailed onboarding process.

- Member of PSNI Global Deployment Committee

- Increased national service and support territory by 50% PROFESSIONAL CERTIFICATIONS:

Six Sigma Black Belt Professional - 2015

Certified Technology Specialist (CTS) – 2018


- Regularly facilitate highly technical training to internal and external customers including those in local and state government, K-12 ed, higher education, non-profits, global organizations and many others.

- Former Day One Connect Coach for Bank of America WORK HISTORY

Delta AV - 2014-Present

Director of Support Services

- Hire, onboard, train, lead, mentor and assist technical service and support department personnel including admin, field techs and programmers.

- Develop and track KPI’s

- Data extraction and interpretation for constant processes improvement

- Standardized Service Level Agreement contracts, processes and increased SLA clients by 150% within 18 months

- Project management of jobs under $100k.

- Added additional national territories to support services

- Integrated system design for corporate, health, higher education, non-profit and early education clients.

- Spearheading effort to increase efficiency and effectiveness of PSNI affiliate company service and support departments globally.

- Project collaboration with network affiliates to support national and international clients 2


- Support clients in Oregon, Washington, Idaho, Montana, California, Texas, Virginia as well as the U.K.

- Project Manager for projects worth of $10k-$150k

- Manage teams of 2-10 individuals per project

- Configure, program, design, troubleshoot, repair and service integrated control systems for complex audio/video systems

- Collaborate with Sales, Engineering, Operations, Programming, Service departments for maximum project efficiency and effectiveness

Desert Breeze Community Church - 2006-2009, 2011-2014 Music & Media Director

- Completed 9 month audio/video/multimedia design and implementation for 350 seat auditorium

- Built, trained, manage team of 40+ technical staff & volunteers, including digital content designers

- Rolled out Subsplash mobile app in record time of 3 weeks from initiation to activation

- Increased volunteer participation by 20% within 24 months Columbia Community Bank – 2009-2011

Client Service Specialist

- Grew and managed $3 million client deposit portfolio

- Key member of remote deposit software/hardware conversion/upgrade of 90+ Portland Metro clients Bank of America – 2001-2006

Recruiting Coordinator/Teller Coordinator

- Remote and local support of 2-4 recruiters simultaneously covering 10+ territories in multiple states while meeting or exceeding quarterly quotas

- Spearheaded and completed national overhaul of onboarding paperwork process

- Facilitated various orientation, training, recruiting, and meeting functions EDUCATION

B.A. – Global Business, Northern Arizona University – 2005 EXTRA CURRICULAR:

Chair, PSNI Global Services Committee - 2020-Present Member, PSNI Global Deployment Committee - 2019-Present Treasurer, Board of Directors for Branches church – 2019-Present LANGUAGES

English (native language)

Spanish (advanced conversational able to speak, read and write)

Contact this candidate