Ryan Zurga
Centerton,AR
Summary
High-performing executive professional prepared for the next role in my career. Broad experience in optimizing customer service operations and supporting senior leaders. Focused on team collaboration and achieving results through strategic planning and resource management while developing teams to be highly dependable in company reaching operations. Known for adaptability and reliability in dynamic work environments. Customer first mentality with an unmatchable work ethic.
Overview
18
18
years of professional experience
Work History
Executive Services Manager
NCR Voyix
04.2023 - Current
- Leading a strategic operation of Helpdesk Services, as well as Field Technician teams, to support a $200 million dollar account, the largest retail account for NCR Voyix
- Managing over 30 direct reports
- Hardware support for over a million client-end devices.
- Ensure obtainment for SLA geared towards the highest resolution time in the most cost-efficient support model
- Manage PCR discussions of supportability, and outline what operations would be involved
- Ensure invoicing and billing align with contract expectations, and provide a walkthrough of services on a monthly basis
- Travel annually to provide onsite support and training for Helpdesk operations based in Belgrade, Serbia
- Find solutions to situations beyond normal service structure to ensure customer delivery of expectations
- Manage technical knowledge management for the overall account
- Manage vendor relationships with third-party companies, as well as maintaining OEM relationships, to further enhance the service model for clients
- Provide in-depth knowledge and support to various other accounts, using experience gained to implement service structure across the company
- Developed strategic partnerships with external vendors, suppliers, and consultants to enhance company capabilities and expand the range of services offered to clients
Client Operations Account Manager
NCR Corporation
12.2020 - 04.2023
- Responsible for Cost, Profit & Loss of $184M Retail Account
- Validation of project change requests and contract additions
- Point of contact for direct senior VP customer escalations and resolution obtainment.
- Develop vendor and OEM relationships for business expansion
- Management of Helpdesk, Account team and Technical Operations.
- Hosting Customer Quarterly Business Reviews
Technical Operations Sr Specialist
NCR Corporation
03.2019 - 12.2020
- Support/ Coach/ Mentor Technical Operations peers towards common objectives and business needs.
- Provide technical advice and solutions to NCR Helpdesk, Engineering, Account and Field teams as well as other NCR supported accounts with NCR Self checkouts.
- Point of contact for direct customer escalations and being a trusted advisor to customers when interfacing on business-critical situations.
- Develop/Integrate/Analyze processes for upcoming Proof of Concepts to develop into maintenance support such as Smart Assist, Bossa Nova, and CPC.
- Managing NCR engagement with vendors and OEMs with the Walmart account to develop better support processes for customer.
Tech Ops 3
NCR Corporation
05.2015 - 03.2019
- Provide support for NCR Field Technicians/ Helpdesk on all Point-of-Sale, Self-Checkout, and Back Office equipment in the Walmart Environment.
- Point of Contact for Onsite ISD “War” Rooms and Walmart Home Office/VP Escalations.
- Manage relationship between other Vendors (Zebra, Hobart, Stratacache)
- Provide onsite Walmart store support for installing new equipment for pilot programs and monitoring progress.
- Create/ Maintain/ Update documentation in NCR database for Field Technicians/ Helpdesk support.
- Assist with multiple areas of retail knowledge base (Point of Sale/Non-Point of Sale/ Self-Checkout)
- Direct and assist NCR off shores Helpdesk with Walmart Procedures
Duty Manger- Walmart Program
CompuCom
11.2014 - 05.2015
- Assist, communicate and resolve Walmart Home Office escalations, including Senior/Executive management level.
- Serve as an escalation point for Field techs and Helpdesk personnel for Walmart service questions/issues as well as internal CompuCom service structure.
- Worked with Walmart Duty Manager Team to further develop process changes for continual improvement within CompuCom.
- Managed and reported daily on key Walmart focus areas of equipment, including Kiosk units, Pharmacy equipment, Lexmark Printers, and Sporting Goods.
- Created and maintained chart/graph data to represent overall trending status of focus groups to report weekly to Walmart Management.
- Point of contact for Walmart Home Office projects, including working directly with Walmart personal to install pilot Zebra XP3 printers and develop training documentation for CompuCom.
Field Technician (NW Arkansas)
CompuCom
02.2014 - 11.2014
- Provided onsite support for trouble shooting and resolution of technical issues.
- Worked of various equipment with in the Wal-Mart environment, including controllers, switches, Routers, Servers, PCs, thin clients, Lexmark printers, access points, and Point- Of-Sale equipment.
- Point of contact for techs learning the Wal-Mart environment.
- Managed inventory of van stock parts
- Assisted with calls at other accounts such as Target and Manpower
- Arkansas Weights and Measures Certified.
- Traveled to Mexico City, Mexico to train CompuCom Helpdesk on Self-Checkout, MCX and Point-Of-Sale equipment.
- Handled multiple escalations from Wal-Mart Home Office to properly diagnose and resolve to customer satisfaction.
NCR Corporation
08.2007 - 12.2013
- I have worked multiple teams within the NCR Corporation Wal-Mart Division STAB Team, SCO Team (Self-Checkout), Rollout (POS, Controllers, MCX/SCO install), Remote Resolve Team Lead, POS (Point of Sale).
- Provided Customer Engineer assistance in trouble shooting store issues
- Provided excellent customer service and able to trouble shoot and resolve issues
- Provided software and application support for Self-Checkout units and MCX/ ATM units for Wal-Mart stores nationwide
- Worked to troubleshoot and resolve issues or successfully diagnosed and dispatched CE
- Met metric requirements of attendance, calls taken, remote resolves, and dispatch avoidance
- Traveled to Belgrade, Serbia as a representative from my team to assist in the training of new call center
- Point of 1st call for stores calling in for assistance with SCO and MCX units
- Worked on several projects over a course of months, ensuring proper installation of POS register equipment, controllers, MCX and SCOs in numerous stores
- Used various applications, Quickbase, Fitnet, OSEI, Citrix, Remedy
- Successfully preformed phone and incident audits on agents
- Preformed and supervised store visits for team agents to assist with training and for informational purposes.
- Support Wal-Mart Stores, Sam's Clubs, and Neighborhood Markets for hardware break fix issues.
- Dispatch call tickets for store service using DI/Par Microsystems software
- Work with several pieces of equipment; register, printers, debit readers, scanner scales, hand held scanners, touch screens.
Education
Some College (No Degree) -
Northwest Arkansas Community College
Bentonville, ARBentonville High School
Bentonville, AR05.2004
Skills
- Microsoft Office (excel, word, outlook, power point)
- Remedy 76
- Remedy Legacy
- Citrix
- Putty
- NetOps
- Helpdesk Experience/Knowledge
- Clearvision
- Service Now
- Budget Management
- SA One
- Oracle
Timeline
Executive Services Manager
NCR Voyix
04.2023 - Current
Client Operations Account Manager
NCR Corporation
12.2020 - 04.2023
Technical Operations Sr Specialist
NCR Corporation
03.2019 - 12.2020
Tech Ops 3
NCR Corporation
05.2015 - 03.2019
Duty Manger- Walmart Program
CompuCom
11.2014 - 05.2015
Field Technician (NW Arkansas)
CompuCom
02.2014 - 11.2014
NCR Corporation
08.2007 - 12.2013
Some College (No Degree) -
Northwest Arkansas Community College
Bentonville High School