Ryan Benson

Experience

• 

  Teleperformance

  Aug 2007 - Aug 2008

  Technical Support Analyst

  - Provided assistance in technical troubleshooting, including diagnosing and resolving issues related to system crashes, slow-downs, and data recoveries. - Configured modems to operate with various computer equipment.- Configured E-mail accounts for clients.- Setup home and office networks and wireless connections.- Educated and assisted clients with use of the Internet.- Logged & tracked all support calls, with responsibility for the timely documentation, escalation. (If appropriate), resolution and closure of trouble tickets. - Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%). - Handled 50+ technical-critical calls daily and consistently maintained high service standards. Show less

• 

  URS Corporation, An AECOM Company

  May 2012 - Jan 2013

  Network Technician

  - First point of contact providing professional customer service for DISN networks. - Performed initial fault identification on problems reported to determine the appropriate action to be taken on each customer contact.- Completed trouble tickets detailing specifics as to the type of problem the customer is experiencing.- Used the Trouble Management System (TMS) to input trouble tickets into the Remedy Action Request System (ARS) for reporting trouble calls.- Assigned trouble tickets to the appropriate Network Operations Centers (NOC) for action; escalated as necessary.- Received and handled trouble calls for other DISN services such as, NIPRNET, SIPRNET, ATM, BWM, DMS, DRSN, IP Core, DSN, and IDNX. Show less

• 

  CenturyLink

  Jan 2013 - Nov 2015

  Network Ops and Global Shared Services

  -Stage, create, and design orders for circuits to provide network optimization and cost savings using CORE, Tirks, LIMS, E-flow, NGWM, Coastal systems.- Comprehensive experience with provisioning of narrowband and broadband circuit types including Ethernet.

• 

  SHOES.COM

  Nov 2015 - Jan 2017

  Ecommerce Application Analyst

  - Monitor SHOES.com issue reporting system for user submitted requests and issues.- Investigate, resolve, or escalate reported issues within company service level guidelines.- Monitor the status of scheduled jobs. Investigate, resolve, or escalate job failures as necessary.- Configure most aspects of the ecommerce system including functionality settings, security, user access, job scheduling, and printing.- Research system capabilities through technical documents, functional testing and vendor communications.- Provide level 1 and 2 support for Direct Commerce, GreatPlains, VendorNet, Vertex, and JAMS applications.- Work with the internal Development team on defining and testing custom solutions as related to the ecommerce system.- Participate in application testing with team members and users in order to ensure proper application functionality. Work with vendors to resolve reported issues.- Assist with creating user instructions for supported applications. Coordinate and provide training for the roll out of new functionality or enhancements to existing functionality. Show less

• 

  CenturyLink

  Apr 2017 - Jul 2019

  Provisioning Tech
• 

  Kenworth Truck Co.

  Jul 2019 - Oct 2021

  I.T. Analyst
• 

  Pixelle Specialty Solutions

  Oct 2021 - now

  Team Lead On-site Support