Ryan Pack

Experience

• 

  Teleperformance

  Jun 2012 - Aug 2012

  Call Center Technician

  Accept inbound phone calls for Verizon FiOS Fiber telecommunication service. Assisted customers with questions or issues about Data, Phone, or Cable based services.

• 

  JPMorganChase

  Aug 2012 - Feb 2013

  Voice Operations Support Engineer

  Started out as Tier 1 Desktop support assisting internal employees with general desktop support questions and issues. Moved up to a position in their Voice Ops department, working with Cisco CUC and CUCM devices and Avaya PBX phone systems, repairing connections and resetting voicemail passwords.

• 

  Veeam Software

  Feb 2013 - now

  Research, Design, Develop and Deliver new training courses and programs for Customer Support employees at Veeam Software. I deliver Instructor lead training, self-paced learning programs, and administer assessment tests to improve the overall knowledge and skills of our customer support employees. Advise, troubleshoot, and resolve errors, issues and questions regarding VMware ESXi and Microsoft Hyper-V based environments using Veeam Backup & Replication to backup their virtual infrastructure. I now review Tier 1 cases before they are escalated to Tier 2 to train our T1s and pass worthy cases to T2.

  • Training Coordinator

    Jan 2018 - now

  • Training Coordinator

    Jan 2018 - now

  • Case Escalations Engineer

    Feb 2013 - now