Ty Toon
Kingman,Arizona
Summary
Dynamic leader with extensive experience at Revver, excelling in team management and project planning. Proven ability in systems implementation and technical troubleshooting, enhancing operational efficiency. Recognized for mentoring staff and automating help desk functions, driving significant improvements in service delivery and team performance.
Overview
10
10
years of professional experience
Work History
Lead Technician, Tier 3
Revver
10.2020 - Current
- Planned, scheduled, and delegated daily work to team of employees.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Planned, designed, and scheduled phases for large projects.
- Maintained open communication by presenting regular updates on project status to stakeholders.
- Automated several functions of the help desk.
- Maintained, and trained the AI support agent used by the organization.
Squad Leader
Marine Corps Reserve
08.2015 - 08.2021
- Gave individual evaluations based on fitness and combat readiness.
- Coordinated with unit leadership and direct superiors for taskings and managed subordinates to execute.
- Maintained awareness of subordinates' personal problems and shortcomings, supporting personal and professional growth.
- Trained in small arms, anti-armor and indirect fire weapons.
Community Patrol
Talisker Club
06.2019 - 10.2020
- Investigated incidents and wrote reports.
- Moved around different security stations and vital areas to check on officers and adjust workflow to cover changing needs.
- Coordinated protective service operations with other emergency response agencies.
Security Manager
Pride Investigations and Security
04.2016 - 05.2018
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Oversaw contract negotiations, budget implementation, disciplinary reviews, training and manpower work schedules.
- Established and maintained close working relationships with local law enforcement officers.
- Responded swiftly to security incidents and effectively resolved security issues.
Education
Certificate -
Google IT Support Professional Certificate
Coursera01-2021
High School Diploma -
Wasatch High School
Heber, UT01-2015
Skills
- Team leadership
- Systems implementation
- Work flow planning
- System administration
- Technical troubleshooting
- Server management
- Visual data representation
- Incident management
- Escalation management
- Network troubleshooting
- Technical training
- Critical thinking
- Project management experience
Accomplishments
- Implemented an AI support solution and several automations, allowing junior team members to focus on high-touch issues.
- Designed, iterated, and implemented a handover process for external departments to engage with.
- Designed, iterated, and implemented a bug/enhancement escalation process.
- Achieved a 78% (+42% YTD) deflection rate by continuously improving the knowledge base for AI Agent tasks.
- Personally migrated 500+ customers from one on-premise solution to another successfully.
Timeline
Lead Technician, Tier 3
Revver
10.2020 - Current
Community Patrol
Talisker Club
06.2019 - 10.2020
Security Manager
Pride Investigations and Security
04.2016 - 05.2018
Squad Leader
Marine Corps Reserve
08.2015 - 08.2021
Certificate -
Google IT Support Professional Certificate
High School Diploma -
Wasatch High School