Ryan Hansen
- Role
- IT Manager at Nelnet
- Location
- Madison, WI, US
- LinkedIn followers
- 500 followers
About Ryan Hansen
I have over 15 years of IT experience, specializing in process improvement, IT service…
Experience
IT Manager
Mar 2018 — Present
Manage 8 Service Desk staff supporting 6500 Nelnet employees -Established baseline metrics for the group, including first call resolution -Currently working on integrating two Service Desks into one unified operation -Participant in all ITSM processes including Change, Major Incident, and Problem Management -Work closely with business groups to communicate support changes and resolve support challenges that arise
Skills
- Microsoft Office
- Rfp Design
- Customer Service
- Metrics Reporting
- Employee Training
- Technical Support
- Rfp Generation
- Itil Service Strategy
- Configuration Management
- Change Management
- Business Process Mapping
- Technical Documentation
- Incident Management
- IT Service Management Software
- Microsoft Excel
- Presentations
- Itil V3 Foundations Certified
- Management
- Business Process Improvement
- Business Process Design
- Itil
- Managerial Skills
- Software Documentation
- Metrics
- IT Service Management
- Rfp
- Six Sigma
- Training Delivery
- Performance Metrics
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