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Ryan Hoppe
Information Security Analyst at KLA
Ypsilanti, MI, United States
Details
Experience:
2020 : Present
KLA
Information Security Analyst
2019 : 2020
Nexient
Developer I
Assist internal users and external customers with desktop installation and SaaS support | Facilitate customer communication via phone, chat and email | Create and maintain user, software, and troubleshooting documentation | Provide help desk support in customer troubleshooting of SaaS product offerings | Ensure that issues are received, recorded and repaired or escalated in an efficient manner | Help develop recommendations for product improvement based on support issues and customer feedback | Collaborate with Engineering and Product Management, advocate customer feature requests and help influence our product roadmap | Work closely with customer IT organizations to define the necessary platform configuration that complies and aligns with corporate policies, specifically in security and performance | Recommend and implement processes for customers to perform data cleansing, data aggregation and data analysis in support of customer initiatives focused on supply chain design
2019 : 2019
LLamasoft, Inc.
Technical Support Specialist, Senior
Involved with nearly all ForeSee’s day-to-day activities : producing and maintaining high quality surveys, provisioning access to products, and partnering with the Professional Services, Product, and Technology teams on special reports and projects. Worked directly with clients to troubleshoot technical issues.
• Survey flow configuration and validation
• Support survey flow, including survey updates, maintenance and troubleshooting of survey-related issues
• Problem solve using ‘out-of-the-box’ methods
• Time management and effective prioritization of work tasks
• Process improvement and documentation
• Build sustainable relationships of trust through open and interactive communication
• Ability to work independently as well as within a group
2018 : 2019
ForeSee
Application Support Analyst
Provide world-class technical support for Apple Retail. Work with a full range of customers, from brand new Apple users to supporting professionals managing deployments of Apple products. Responsible for ever-changing technical knowledge, timely repair skills, and continuous multi-tasking under a fast-paced appointment system. Continuously working with the team on fine tuning empathy skills, patience, and critical thinking. Work closely with the business team helping with technical presentations and provide client training on a range of topics.
· Apple Certified Macintosh Technician.
· Perform repair and support of Apple branded hardware, as well as any third-party equipment, and supply solutions for software-related customer incidents.
· Consistently recognized for excellence in customer experience surveys/rankings.
· Mentor and provide training to new Family Room team members.
· Help non-technical managers and other employees to understand technical subjects.
2013 : 2018
Apple
Mac Genius
KLA
Information Security Analyst
2019 : 2020
Nexient
Developer I
Assist internal users and external customers with desktop installation and SaaS support | Facilitate customer communication via phone, chat and email | Create and maintain user, software, and troubleshooting documentation | Provide help desk support in customer troubleshooting of SaaS product offerings | Ensure that issues are received, recorded and repaired or escalated in an efficient manner | Help develop recommendations for product improvement based on support issues and customer feedback | Collaborate with Engineering and Product Management, advocate customer feature requests and help influence our product roadmap | Work closely with customer IT organizations to define the necessary platform configuration that complies and aligns with corporate policies, specifically in security and performance | Recommend and implement processes for customers to perform data cleansing, data aggregation and data analysis in support of customer initiatives focused on supply chain design
2019 : 2019
LLamasoft, Inc.
Technical Support Specialist, Senior
Involved with nearly all ForeSee’s day-to-day activities : producing and maintaining high quality surveys, provisioning access to products, and partnering with the Professional Services, Product, and Technology teams on special reports and projects. Worked directly with clients to troubleshoot technical issues.
• Survey flow configuration and validation
• Support survey flow, including survey updates, maintenance and troubleshooting of survey-related issues
• Problem solve using ‘out-of-the-box’ methods
• Time management and effective prioritization of work tasks
• Process improvement and documentation
• Build sustainable relationships of trust through open and interactive communication
• Ability to work independently as well as within a group
2018 : 2019
ForeSee
Application Support Analyst
Provide world-class technical support for Apple Retail. Work with a full range of customers, from brand new Apple users to supporting professionals managing deployments of Apple products. Responsible for ever-changing technical knowledge, timely repair skills, and continuous multi-tasking under a fast-paced appointment system. Continuously working with the team on fine tuning empathy skills, patience, and critical thinking. Work closely with the business team helping with technical presentations and provide client training on a range of topics.
· Apple Certified Macintosh Technician.
· Perform repair and support of Apple branded hardware, as well as any third-party equipment, and supply solutions for software-related customer incidents.
· Consistently recognized for excellence in customer experience surveys/rankings.
· Mentor and provide training to new Family Room team members.
· Help non-technical managers and other employees to understand technical subjects.
2013 : 2018
Apple
Mac Genius
Company:
KLA
Spoken Language:
American Sign Language
About
Experienced Technical Support Specialist with a demonstrated history of working in the information technology and services industry. Skilled in OS X, Retail, Sales, Mac, and Team Building. Strong information technology professional graduated from Eastern Michigan University in April 2019.
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