Ryan Cox - Technical support manager, Adobe

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Work Background

AdobeTechnical Support Manager

Aug. 2021Manage and scale best-in-class technical support team by providing guidance for technical issues, programs and account management while growing the responsibilities of the team. Direct management responsibilities for designated resources, team objectives, morale and culture Empower the team to deliver premier customer support experiences across multiple channels Set quarterly individual goals and providing ongoing performance feedback Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including: customer satisfaction, operating efficiency, and product quality Work cross-functionally and collaboratively on process improvements, managing critical issue communications, and delivering on business objectives Engage in support of key accounts and escalation management

AdobeIT Product Manager

Jan. 2019- Lead the vision and strategic roadmap for enhancing Collaboration Spaces at Adobe by continually evaluating internal use cases, industry technologies, tools and services. - Utilize customer engagement interviews to capture use cases to drive the development, implementation and roll-out of new or improved service capabilities - Work with various internal and external partners to collect and prioritize key business requirements to mature the processes and tools of the space. - Collaborate with cross-functional partners to drive consensus and success of projects & initiatives. - Builds positive relationships internally and externally; an active listener and clear communicator; seeks mutually effective outcomes - Spread awareness about new features/product updates and educate employees on how to get the most out of the service

MarketoIT Support Manager

Jun. 2017 - Jan. 2019Greater Denver Area- Develop, Scale and Lead award winning, global, IT Support team to enable Marketo’s ever growing internal customers and with a extremely favorable reviews from my team members. - Develop objectives, key results, dashboards and a cadence of review / accountability that drive improved customer experience, achieve customer outcomes, and the key revenue / operating objectives of Marketo. - Maintain high level of customer satisfaction and published service level agreements. - Utilize technical background combined with customer service experience to maintain and elevate customer satisfaction. - Lead and manage a growing team of IT Support professionals, of varying skills and experience levels, based out of geographically disperse locations. - Evaluate team workload, productivity and monitor for process adherence and compliance. - Able to strike a balance of being self-motivated and self-sufficient while remaining a team member and team player. - Conduct process-based approach to meeting organizational goals and project management. - Ability to understand business requirements and how they relate to technical requirements. - Maintain organization's effectiveness, efficiency and quality of service by delivering, and supporting strategic plans for implementing information technologies.

Long View SystemsInformation Technology Support Manager

Oct. 2015 - Jan. 2017Loveland, CO- Manage the service desk according to ITIL best practices; and develop and maintain formal procedures for consistency and increased productivity. - Utilize industry standard metrics to analyze staffing and scheduling requirements to ensure expedited service. - Analyze department performance through various statistical and reporting methodologies. - Utilize HDI best practices to increase operational procedures which helps to increase the maturity of the Service Desk

Alerio Technology GroupCIO / IT Manager

Apr. 2015 - Oct. 2015- Analyze and develop IT / Business strategies to improve operational efficiency by 10%. - Oversee the day-to-day direction and support of IT resources, solutions and vendor partners - Responsible for procurement, installation and lifecycle maintenance of IT hardware and software - Responsible for local IT vendor, contract and outsourcing management. - Work to make Service Desk the prominent source of resolution and service delivery channel for IT - Manage IT and Business process improvement projects through project planning, scheduling, cost and benefit estimation, and creating and analyzing risk assessments. - Initiated, Planned, Executed and Closed projects on time and within budgetary constraints for related technologies and resources under span of control. Analyzed operational inefficiencies and generated a 11% savings in various areas by forecasting costs of resources required.

Silverline ServicesNetwork Technician

Apr. 2014 - Apr. 2015- Managed land mobile radio systems involving multi-site controllers and data gateways on an IP based network. Managed the transport of telecommunications signals and systems, including analog/digital/spread spectrum microwave in a LAN/WAN system. Installed/maintained network devices such as routers, switches and other related equipment. - Successful project planning, scheduling and management for the multiple construction and network related projects.

Center PartnersIT Project Manager

Jun. 2013 - Apr. 2014Plan, coordinate and manage various tasks for designated projects to ensure that the project requirements are accomplished within a defined time frame and within budgetary constraints with a 94% success rate. Reduced IT project management costs by 15% by implementing a project intake and scheduling process. Analyze complex business needs presented by the user community and recommend technical solutions, perform risk analysis and mitigation planning, create project plans and define tasks and milestones, facilitate communication of roles and responsibilities, and provide strong project leadership through adherence to departmental policies and project management best practices.

Front Range Internet, Inc. (FRII)NOC Manager

Jan. 2013 - Jun. 2013Balance the routine work tasks of installation, configuration, support, project, and incident/ticket response workload of the service desk personnel. Manage deliverables, milestones, expenses, roles and resources, risks and the production change management process for implementations and projects. Sets individual performance goals for junior staff under span of control and evaluates work performance. Served as primary resource leader and maintains communication with Engineering and business units for related project identification and planning activities. Initiated, Planned, Executed and Closed projects on time and within budgetary constraints for related technologies and resources under span of control. Analyzed operational inefficiencies and generated a 35% savings in various areas. Created and maintained business recovery plans to improve amount of downtime to infrastructure and customers. Maintained business critical infrastructure 24/7 and analyzed and made improvements to existing configuration and processes. Directed the disaster recovery processes according to specifications for key infrastructure systems.

University of Colorado DenverIT Help Desk Manager

Jan. 2011 - Jan. 2013Assisted in design, implementation, and maintenance of Windows domain while utilizing network tools such as Active Directory, Group Policy and logs to troubleshoot networking issues on multiple operating systems and Server 2003/2008. Managed network infrastructure components such as, backup and recovery tools, DHCP, DNS and Active Directory management and implemented base ERP and CRM solutions. Utilize Citrix and VMWare hypervisors. Broad project management experience and education. Managed critical IT projects utilizing Microsoft Project 2010. Some projects included implementing various work order management software to ensure timely and effective resolution, I have a strong understanding of application programming, database and environment design. I manage a help desk utilizing principles gleaned from ITIL management principles. Implemented new strategies and built a robust reporting and metrics system for Help Desk to calculate and enforce service levels for tickets to ensure timely resolution of IT related issues. Defined and enforced various help desk policies and best practices for disciplines such as security, hardware, software and deployment policies. Manage and maintain SharePoint for departmental documentation. Analyze and implement new technologies to improve efficiencies within the IT department and the enterprise. Extensive experience and education in business planning, financial management and IS integration with current business practices.

ACS-Xerox IncSystems Support Technician

Feb. 2009 - Dec. 2010In depth experience and knowledge with Windows domains, client-server relationships, troubleshooting hardware and software issues on client or server operating systems, various network configurations and troubleshooting, various enterprise backup solutions and computer and network security. * Assisted in maintaining enterprise computers, printers, mobile devices and network infrastructure components. Created a robust reporting system for determining IT service levels. * Utilized Windows domain tools such as Active Directory, DHCP, DNS, Group Policy and others to assist in maintenance of existing Windows domain.

StarTek IncSupervisor

Nov. 2005 - Feb. 2009I supervised a team of ten to twenty employees. Gathered and analyzed data for managing staff and made recommendations on how to change current business model to improve efficiency and profitability. * Extensive experience and education in business planning, financial management and IS integration with current business practices as exhibited by increasing productivity by 29% through creating multiple technical reports and processes.

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