Ryan Durbin
Bellevue, KY 41073
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I am a field-tested IT professional with a record of rapid advancement, seeking
a growing company with best-in-class customer service levels.  My experience is
an asset, but my passion, drive, creative solutions and motivation are my
advantage. I am always excited about new challenges.


Strengths:

Troubleshooting – 11 years experience building computers and networks,
troubleshooting computer hardware and software issues.	Multi-tasking – Have a
history of maintaining several projects at once and seeing them through to
completion ahead of schedule.
Customer Service – 11 years work experience assisting customers, a history of
going above and beyond customer expectation. Received several acknowledgements
from customers.	Networking and Wi-Fi – 8 years’ work experience with WAN and LAN
network troubleshooting. 7 Year work experience learning / troubleshooting /
training Wifi related products.
Communication- Exceptional written / oral / typing skills. 	
	


Skills:

•	Visual basic .NET
•	C# .NET
•	Java


Work experience:

Heritage Propane (Indecon Solutions): April 2011 – Current
•	Level 2 System Analyst: 
o	Responsible for supporting and testing handheld software to districts and
drivers Nationwide for use on Motorola mc75 handsets.

Cincinnati Bell Zoomtown Support (Pomeroy IT Solutions): Sept 2003 – Feb 2011
•	Supervisor (11/08-Current): Managed a team of 20 support engineers, tracking
calls’ per hour, hold times, answer times and many other reporting functions to
meet our service level agreement.  .

•	Tier 1 and Tier 2 Zoomtown Support Agent: Responsible for troubleshooting
issues in the following areas: DSL, analog dialup, ISDN, email, WI-FI, and
website hosting.  
o	Responsible for providing customer phone support including troubleshooting,
operating system support, connectivity issues, making Level 2 callbacks when
needed, and handling all email inquiries.  Later promoted to Tier 2: Taking
escalation calls from Tier 1 agents, supervisory responsibility on weekends.

PowerNet Global Communications: Sept 2000 – Sept 2003
•	Tier 1 and Tier 2 Support Agent: Responsible for troubleshooting issues in the
following areas: Analog dialup, ISDN, email, WI-FI, and website hosting.  
o	Responsible for providing customer phone support including troubleshooting,
operating system support, connectivity issues, making Level 2 callbacks when
needed, and handling all email inquiries.  Later promoted to Tier 2: Taking
escalation calls from Tier 1 agents, supervisory responsibility on weekends.




Education:
2010: Bachelors of Software Development; Graduated Cum Laude Kaplan University