Ryan Burgess

Ryan Burgess Technical/Customer Support Engineer Email:- Skype:- Tel: - My Name is Ryan Burgess, I am a 32-year-old Customer & Technical Support Engineer. I have over 12 years’ experience in Tech & Customer Support working for corporate companies in the UK. I love my work but when I am not working I enjoy Scuba Diving, Boxing and working with small charities. Work Experience Paradigm Online August 2019 – Present Technologies: - - Crisp Jira Asana Android support iOS support App & Play Store management Office 365 Clockify Internal Process development Technical documentation and user guides Freelance Remote Technical & Customer Support As a Remote Tech & Customer Support Engineer, I provide all forms of Customer Support and Technical Support to a selection of companies. I ensure an excellent support system is in place to provide my clients with an exceptional experience. I have experience in management & process design of project management platforms to increase client productivity and overall organisation of the clients systems. Integration & administration with O365 driving forwards the clients business with documented procedures and process flows. Berkeley Group October 2017 – April 2018 Technologies: - Citrix Server 2012/2016 MFD Printers AD, DHCP, DNS iPhone, iPad, Android Tablets Group Policies Machine Builds Bitlocker Rollout - TECTRADE April 2015 – October 2017 Technologies: - VMWare Server 2008/2012 Checkpoint VPN Salesforce (CRM) IBM Spectrum Protect Servergraph Service Desk Engineer Working in a team of about 10 we provided 1st and 2nd line support to a Citrix environment of over 3,000 users. spread across London & The South East. Part of my job was to manage users experience with Citrix, mobile devices such as Android and iPad tablets along with an iPhone rollout of over 800 devices. In addition to this we worked on a bitlocker rollout for encrypting user machines, a new printing system to improve security and reduce paper wastage along with some high spec machine builds for Building architects. Service Desk Analyst Working in a team of 20 to ensure 98% backup success rates for 24/7 clients as part of a managed services company. Managing customers data integrity using IBM Spectrum Protect. Whilst working at Tectrade I provided customer support and maintenance including backup issues, problem management with larger capacity and storage issues. Restoring file data, VM images and DB’s. In addition to this I used VMWare for managing snapshots and more in-depth investigation on problems PLAN INTERNATIONAL Desktop Support Engineer/ Tech Lead July 2010 – April 2014 Technologies: - SCCM Server 2008 Backup Exec Cisco ASA Aerohive AD, Group Policy, DHCP, DNS Kaseya Snom VOIP BES Antivirus (Sophos) BGAN Satellite Terminals HP Managed Switches Initially working as desktop support engineer and later as acting technical lead, my role comprised of daily customer support for over 200 employees at the HQ. During my time at Plan I managed the VOIP system, the internal infrastructure (servers, switches, firewalls) and liaised with the Global Helpdesk. I provided 1st, 2nd and 3rd line support for the HQ, liaised with 3rd party vendors, I also helped to ensure the smooth transition to an outsourced company at the end of my contract. In addition to the above I operated as an Emergency Response ICT Specialist – in this role which was performed usually in parallel to my normal position I provided satellite telecommunications support to field offices during emergency response situations both remotely and on the ground