Ryan Bonner

About Ryan Bonner

With over a decade in Customer Service and Technology, I am a goal driven and collaborative Technologist that loves creating the perfect end user experience! I specialize in supporting custom Salesforce applications, proprietary legacy applications, and anything that connects to the internet! I enjoy analyzing systems for inefficiencies and providing solutions that positively impact both internal technologists and customers alike. Let’s build, collaborate, and support together!

Experience

1. Technical Support Analyst

   CarMax

   Jan 2020 — Present · Richmond, VA, US

   Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve technical issues-Managed high levels of call/email flow and responded to internal customers\' technical support needs-Installed, modified and repaired software and hardware to resolve technical issues-Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems-Resolved technical issues by troubleshooting-Used ServiceNow ticketing systems to manage and process support actions and requests-Compiled and accurately entered data for each customer encounter to record in system-Logged support tickets and closed when issues were resolved-Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution-Provided Tier 1 IT support to non-technical internal users through desk side support services-Documented all transactions and support interactions in system for future reference and addition to knowledge base-Identified and solved technical issues using variety of diagnostic tools and tactics-Coached and trained end-users on functions, features and basic troubleshooting of software such as Salesforce andCitrix.