Ryan W.

Experience

• 

  Penn State University

  Aug 2005 - Oct 2023

  Led vision and strategy for enterprise-level IT unit providing services and solutions for multiple business partners. Enhanced customer experiences through close collaboration with external teams. Responsible for Enterprise Service Desk and University Call Center, Endpoint Engineering, Labs and Classrooms technology, VIP Support, M365 administration team, Digital Workflow Solutions and ITSM Platform (ServiceNow).• Integrated unit-level strategy with department-level action plans, sponsored and lead creation of federated IT service desk as a service. Drove adoption and managed customer experience with enterprise IT products and services. • Lead process design, and drove implementation of Knowledge Management overhaul for Penn State University. Integrated central knowledge function with Service Management, funded staff training and certification on knowledge management processes. Monitored and reported on process health/success metrics.• Lead vendor review and selection process for AI-powered customer service suite of tools. Drove implementation and realized equivalent of 4 extra staff at the cost of 1, with no drop in quality. Technical Skills: Customer Support Management • Customer Experience • Customer Satisfaction • Policies & Procedures Troubleshooting • Customer Service • Voice of the Customer • Support Engagements • IT Strategy • Customer Support Experience • Change Management • Continuous Improvement • Product Adoption • Implementation Show less Reporting to the IT Service Desk Director, responsible for leading IT Service Desk support operations, strategic planning, issue resolution and service issue escalation to drive exceptional experiences and outcomes for students, faculty and staff members, while providing daily leadership to 5 direct reports and 50 indirect reports.Led operations management, project management, process enhancement, and budget management for a $1M budget. Organized team involvement across operational planning, decision-making, and process improvements for enterprise SaaS product support. As a key member of the IT Service Desk team, served as an enabling service and ensured the delivery of high-quality services that met customer and stakeholder needs across multiple colleges, campuses and administrative units.Established a common Tier 1 Service Desk for Penn State University. Led strategic planning and drove the implementation of modern methodologies, approaches and procedures for service support operations across functional areas. Merged multiple internal teams into a single, high performing cross-functional IT Service Desk unit.Led and supported Strategic and Tactical planning for the IT Service Desk and drove strategy implementation. Oversaw project implementation, resource allocation, as well as the review and approval service team projects. In partnership with up to 20 IT functional groups and business groups, drove strategic planning and project management to ensure cohesive IT support and the alignment of organization-wide strategies. Led team personnel management including hiring, performance management, promotions and salary for up to 12 team members. Evaluated employee resource allocation to ensure adequate staffing levels and team capacity.TECHNICAL/ SKILLSServiceNow • Endpoint Management Solutions • BigFix • JAMF • Microsoft Intune • Microsoft Office Suite • Microsoft Powerpoint Microsoft Excel • Zoom • Information Technology • Windows Server • JIRA Show less Responsible for supervising daily IT operations, team management, quality assurance, account management and advanced troubleshooting for the College of Agricultural Sciences, while providing daily leadership to 6 direct reports.Provided Tier 2 Support across Windows Server Administration, Account Management & Advanced Troubleshooting. Drove value to customers and team members by partnering with customers to support business strategy and goals.Delivered coaching and training to IT Team members across highly technical IT Support Issues ensuring team expertise and best practices. Led hiring, supervising, and training for part-time wage payroll employees.Specialized in support for research faculty working in large-animal veterinary field as well as human immunology and infectious disease – including HIV/AIDS research, cancer prevention, and juvenile pertussis. Show less

  • Director, Client Services & Digital Workspace

    Nov 2017 - Oct 2023

  • Operations Manager

    Feb 2013 - Nov 2017

  • IT Support Team Lead and Other IT Roles

    Aug 2005 - Feb 2013
• 

  Auburn University

  Nov 2023 - now

  Director of Client Relations

  Champions client relations for Auburn University Facilities by enhancing the customer journey with niche products and specialized services. Leads strategy and sets direction for Communications and Marketing team. • Strategic Leadership: Oversees strategic planning for the Client Relations department. Consistently convenes with Deans and Executive Committees to review performance data and ensure alignment with the strategic vision. • Process Improvement: Champions a rigorous Lean/Agile continuous improvement framework that adeptly balances client priorities with enhancements in customer experience with digital and in-person experiences.• Organizational Change: Promotes a client-centered ethos within the Facilities Management realm by adopting industry-leading practices as the Voice of the Customer within the group. Show less