RYOTA SASAKI

• Escalation Resolution: Serve as the highest tier of technical support (Level 3), diagnosing and resolving complex enterprise-level mobility management (MDM) and software issues escalated from Tier 1 and 2 teams.
• SLA Management: Consistently meet and exceed strict SLA commitments by managing high-priority technical tickets efficiently, maintaining an optimal time utilization rate above 80%.
• Cross-Functional Collaboration: Partner closely with software engineering, product management, and QA teams to report system bugs, coordinate hotfixes, and deliver comprehensive, premium solutions to enterprise clients.
• Knowledge Management & Mentorship: Stay abreast of emerging technologies and industry trends to create high-quality technical documentation and standard operating procedures (SOPs), elevating the overall team capability.
• Cloud-Based Server Support: Upgrade SQL server and MDM software running on Windows Server OS hosted on enterprise AWS and Microsoft Azure environments.

• Identity & Access Management: Provisioned and managed user identities, mailboxes, and enterprise licenses utilizing Active Directory and Entra ID for seamless onboarding and offboarding.
• Unified Endpoint Management: Administered, configured, and secured diverse company devices and mobile endpoints through Microsoft Intune, ensuring compliance with corporate security policies.
• Automation & Scripting: Customized, and executed PowerShell scripts to automate bulk account creation and repetitive administrative tasks, significantly reducing provisioning cycle times in Active Directory.
• Comprehensive Technical Support: Delivered Tier 1/2 technical support for Windows OS, Microsoft 365 / Office 365 suites, and diverse hardware, including desktops, laptops, and networked printers.
• MSP Customer Service Excellence: Managed and resolved client incidents and service requests within a fast-paced Managed Services Provider environment, maintaining high first-contact resolution rates and adhering to strict SLAs.

• Cloud Migration: Assisted in migrating enterprise clients' legacy on-premises servers to robust cloud environments (AWS and Microsoft Azure), minimizing downtime and ensuring data integrity.
• Cloud Infrastructure Optimization: Managed, provisioned, and optimized virtualized Windows Server environments on AWS and Azure, proactively monitoring system health and troubleshooting infrastructure-level issues.
• MDM Deployment & Management: Spearheaded the end-to-end installation, configuration, and ongoing management of core EMM solutions to secure and monitor diverse corporate mobile fleets.
• Advanced Device Troubleshooting: Delivered high-quality Level 1/2 technical support, diagnosing and resolving complex mobile operating system and device connectivity issues utilizing MDM software remotely.

• Bilingual Technical Support: Provided bi-lingual (English and Japanese) technical support as the primary point of contact via telephone, email, chat, and the service portal, effectively communicating with a diverse global user base.
• SLA Monitoring: Monitored active calls and ticket queues for team members, providing guidance and operational oversight to ensure the team consistently met or exceeded organizational SLA commitments.
• Identity & Access Management: Utilizing Active Directory to provision, modify, and manage user access rights and permissions in strict accordance with corporate security and compliance policies.
• Enterprise Mobility Management: Managed corporate mobile deployment by leveraging AirWatch to install, configure, and upgrade software on iPads and Android devices, including the seamless configuration of Microsoft Exchange accounts.

• Two-Time "Employee of the Month" Recipient (June 2014 & June 2016): Recognized twice by management for delivering exceptional service quality.
• Incident Management & Escalation: Promptly identified, documented, and managed residents' incidents and service requests; cross-functionally escalated critical data to Registered Nurses to facilitate holistic assessments and precise care planning.
• Stakeholder Communication: Delivered empathetic, high-quality care and communicated effectively with diverse residents and families.

Revenue Growth: Successfully drove a 30% year-over-year increase in sales during the tenure by effectively aligning cutting-edge technical solutions with the business needs of Japanese enterprise customers.

Cross-Border Technical Liaison: Served as the primary technical bridge between Japanese enterprise clients and global suppliers across the U.S., Germany, and France, facilitating high-level video conferences to resolve complex technical issues and negotiate product specifications.

Tech Consulting: Researched, analyzed, and reported on emerging optical communication technology trends, delivering strategic updates and technical insights to Japanese enterprise customers to foster long-term partnerships.

• Leadership & Team Management: Supervised and led a high-performing team of six network engineers, coordinating daily operations and managing task allocations.
• Network Engineering: Managed, configured, and optimized enterprise-level routing and switching infrastructures implementing routing protocols such as BGP and OSPF.
• Infrastructure Deployment: Provisioned, and deployed tailored LAN/WAN architectures and enterprise server farms for diverse clients, leading on-site server implementations from physical setup to configuration.
• Cross-Platform Systems Administration: Managed and maintained multi-platform client server infrastructures encompassing UNIX/Linux and Windows Server environments, ensuring maximum uptime and data security.