Ryan Gleason

Background

About Ryan Gleason

IT SUPPORT: Troubleshoots and resolves complex computer-related issues for 2,065 Integrated Logistics Support Center (ILSC) customers. Installs, configures and repairs various software applications. Performs Information Assurance Vulnerability Alert (IAVA) security patches, assuring computers are compliant with security protocols. Remotely controls customer computers to troubleshoot, and adjust configuration settings to adhere to Army security standards. ATTENTION-TO-DETAIL: Unparalleled detail-oriented skills. Tackles duties, tasks, projects and all aspects with expert precision and remarkable results. Proficiency with daily duties and assigned tasks have resulted in 4 man-hours saved per week, and flawless customer satisfaction reviews. Possesses an unequalled view, and attention-to-detail which allows me to see potential issues before they arise. CUSTOMER SERVICE: Provides top tier end-user technical support via telephone, email and walk-in for 2,065 customers. Demonstrates exceptional communication and verbal skills to provide excellent customer service. Builds an unmatched rapport with customers and maintains phenomenal customer service surveys. Exceeds ticket resolution goals in record-time, faster than peers; resulting in faultless customer satisfaction statistics ORAL COMMUNCATION: Displays phenomenal oral communication skills. Breaks through communication barriers with ease. Communicates to customers without the use of IT slang, or jargon, avoiding confusion with ticket creation, and computer-related issue resolution. Possesses the ability to simplify difficult tasks and communicates to customers step-by-step procedures, to quickly resolve technical issues over the phone. Experienced with a myriad of ranks and levels in the military and displays the proper respect when communicating to supervisors, officials, commanders and directors.