Information Technology Quality Control
Resume:
Darrell Ryan
******@*****.*** / 931-***-**** / 210 Hines St, Cowan, TN 37318 Summary
Experience
Transcom USA - Senior Tier 2 Apple Support Supervisor Remote - Work From Home
Stratosphere Quality - Project Supervisor
Fishers, IN
Cubic Transportation - Help Desk Representative
Tullahoma, TN
Skills
Education and Training
05/2015
Purdue University Global
Bachelor of Science: Information
Systems
Certifications
● Remote Tier 2 Support Supervisor for a major Apple contractor.
● Skilled helpdesk and network engineer/administrator. Served as Project Supervisor, Team Leader and Group Leader in the quality control industry.
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● Supervised up to 30 personnel in the information technology industry. Tactful liaison between multiple organizations in the quality control and information technology industries.
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● Several helpdesk roles. People oriented. Team player. U.S. Army veteran. Proficient in utilizing various Apple devices including iPhone, iPad, Mac, Apple Watch, Apple TV, AirPods, HomePods, and Airtags.
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● Handled cases upon tier 1 advisor or customer request. Resolved customer complaints promptly and effectively, ensuring high levels of customer satisfaction. Offered appeasements when appropriate.
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● Generated technical assistance requests for escalation to engineering.
● Launched new projects and created work instructions.
● Managed a team of quality inspectors.
Conducted risk assessments and devised risk mitigation strategies for all projects.
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Prepared detailed reports summarizing project cost analysis and performance metrics.
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● Provided technical assistance to customers via phone and email. Maintained composure and patience while facing challenging customer situations, utilizing de-escalation techniques and providing positive customer support.
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● IT Services
● IT Consulting
● Customer Service
● Network Administrator
● Helpdesk
● Dispatcher
● Mac and macOS
● iPhone, iPad, and iOS
● DOS / Windows
● UNIX / Linux
● Hardware Maintenance and Repair
● Written Communication
● Routers, Switches. and Hubs
● Cabling
● Windows Server
● Exchange Server
● Proxy Server
● Schedule Development
Policy and Procedure Development
and Enforcement
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● Training, Mentoring, and Coaching
● Project Management
● Team Building
● Staff Discipline
● Licensed in several states to sell life
.
Skilled in Microsoft Excel and Word
04/2012 - 10/2013
10/2007 - 02/2012
12/2003 - 09/2007
10/1999 - 10/2003
05/1997 - 08/1999
Comcast - Field Traffic Controller
Chattanooga, Tennessee
DIRECTV - Dispatch Lead
Tullahoma, Tennessee
Goodman Manufacturing - QC Group Leader
Fayetteville, Tennessee
Calsonic Yorozu Corporation - Network Administrator Morrison, Tennessee
Southern TN Medical Center - IT Support Technician Provided support for remote users experiencing network connectivity issues.
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Monitored job/route progress, rescheduled with customers upon request or due to weather, and modified work orders per customer request.
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● Provided coaching to a team of 25 dispatchers on a daily basis. Managed escalated customer issues by effectively communicating between dispatch personnel, field technicians, and supervisors resulting in efficient problem-solving and enhanced first call resolution.
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Analyzed employee performance metrics and identified improvement areas through detailed reports.
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Coordinating quality issues between quality department management, production management, and plant management.
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Responsible for ensuring product met quality standards before being shipped and placing substandard product on hold, preventing shipment until product met quality standards.
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● Supervised quality inspectors.
Developed and implemented group activities to promote team building and collaboration.
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Managed resources and delegated tasks to ensure timely completion of projects.
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Designed, installed, and administered network infrastructure for 150 employees, while also providing training.
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Built and managed a variety of systems, including Windows NT Server, Exchange Server, Proxy Servers, routers, and switches.
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● Managed a team of support technicians.
● Configured, monitored, and maintained malware protection software. Conducted IT training sessions for executives, managers, and employees across various industries, academia, and the military.
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Created detailed documentation of all configurations, processes and procedures related to the network environment.
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Installed, configured, and maintained computer systems, network equipment, operating systems, and applications.
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insurance.
02/1993 - 04/1997
01/1985 - 12/1992
Motlow College - Computer Lab Technician
Tullahoma, TN
U.S. Army - Section Chief
Various Locations
Activities and Honors
Websites, Portfolios, Profiles
Provided technical assistance to end users on a variety of issues, including hardware and software-related problems.
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Troubleshot networking issues, including LAN and WAN connectivity, and performance issues.
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Experience with Novel NetWare network operating systems, and GroupWise email servers.
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Performed maintenance and upgrades to existing computer systems as needed.
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Installed, configured, and maintained academic software, hardware, and networking.
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● Configured printers, scanners, and other peripherals for computers. Repaired malfunctioning hardware components or replaced them when necessary.
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Reviewed technical documentation, consulted with faculty and staff, and used diagnostic tools for troubleshooting and issue resolution.
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Received training in the Fujitsu Series 9 and Series 3 PBX to achieve expertise in executing adds, moves, and changes.
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Managed a team of 30 military and civilian personnel in DEC PDP-11 minicomputer operations.
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Conducted performance reviews with direct reports to assess individual performance levels, identify areas of improvement, and provide coaching as needed.
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● I like to fly drones in my spare time.
● I occasionally tutor high school and college students in mathematics.
● Awarded Who's Who Among Students in American Junior Colleges.
● linkedin.com/in/dr6583
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