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Manager Service

Location:
Scappoose, OR
Salary:
90000
Posted:
September 30, 2020

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Resume:

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Ryan Cook

503-***-****

adgjj5@r.postjobfree.com

EXECUTIVE SUMMARY

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

TRAINING & FACILITATION EXPERIENCE

- 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

(continued)

- 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)



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