Ryan Malyon Email & Phone Number

Christchurch, Nz

Christchurch, Canterbury, New Zealand

Customer Support:• Day to day management of Customer Support team of 10 Specialists.• Manage team split between Auckland and Christchurch.• Ensure that the Customer Support team consistently delivers to the customer experience quality model and CX journey• Ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded• Ownership of all customers Incidents or logged service requests• Track incidents to conclusion in line with SLAs and quality standards• Escalate Pl and P2 issues appropriately internally and externally• Ensure that the Customer Support team is fully using appropriate knowledge management tools and continually add, review and improve the content held within the knowledge management systemProcess:• Support the Customer Support Manager in developing, designing and documenting workflows, processes and procedures relating to customer incidents and service requests• Support the Customer Support Manager in managing and maintaining ticketing, phone, knowledge base and other vital tools• Support the Customer Support Manager in continually enhancing the processes in line with new businesses, products and customer requirements ensuring they remain efficient and customer-focused• Provide shift management support and enable the team to pivot as the season and economical factors require, that is, keeping the team busy on key business priorities as the caseload varies throughout the year.• Establish Intelligent swarming practices to ensure the escalation from level 1 to level 2 (tier 1 to tier 2), is seamless or triage allows VIP access to level 2.Culture:• Support the creation of a culture within the Customer Support team that is positive and focused on delivering benefit to the end customer• Engage with others in the organisation to help build an open, supportive and positive working environment across the entire organisation.

Auckland, New Zealand

Customer Experience:• Professionally and proactively handle requests from customers and ensure that issues are resolved both promptly and thoroughly.• A focus on getting the best possible outcome for the customer• Thoroughly and efficiently gather customer information and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.• Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company.Problem Solving:• Provide quality service and support in a variety of areas - Internet connectivity, firewalls and other cloud based services• Troubleshoot customer issues over the phone and via email• Use information and monitoring systems to analyse the customer's situation.•Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.Relationship Building:• Establish and maintain strong relationships with customers that embody the company culture, customer promises and principles• Develop relationships with appropriate stakeholders, vendor's and other providers to aid the smooth resolution of issues with ultra-fast broadband and associated services.• Engage with others in the organisation to help build an open, supportive and positive working environment across the entire organisation.

Auckland, New Zealand

• Provide First line response to all incidents received by phone, email or Customer portal to over 300 Clients• Diagnose and resolve technical hardware and software issues assigned.• Research solutions using available information resources.• Log requests for assistance into tickets using ConnectWise ITSM, maintain proper job notes.• Onboarding of New Clients as required.• Participate in ad hoc projects and tasks as requested.• Manage Escalations and Communicate with 3rd Party Vendors.• Ensure Service Desk KB’s are updated and revised as required.

Auckland, New Zealand

• Respond timeously to requests for technical assistance in person, via phone, or electronically. • Diagnose and resolve technical hardware and software issues assigned via Ivanti and Solarwinds.• Research solutions using available information resources.• Advise user on appropriate action, sometimes education of user is required.• Follow ITIL service desk procedures • Identify and effectively prioritize situations requiring urgent attention.• Track and route problems, requests, and document resolutions.• Stay current with system information, changes and updates.• Maintain excellent communication with all end users and other members of the technology department.• Work with vendors.• Install and support user applications such as Mail and web gateways, user applications, Office, print servers.• Onguard, Cognos Tm1, Citrix Director and desktop applications, corporate apps, Wizard, O365, Office 2016, McAfee Mail Gateway, Aruba Mobility Controller, Avaya, SCCM, Lansweeper,vSphere, HPDM, Blackberry UEM, Zoom Meeting, Skype, etc.• Project work.• Implement, install, upgrade and provide technical support for software operating systems and system packages on PC’s and file servers and Switches.• Training new Service Desk staff and Knowledge sharing with existing Team.• AD and Exchange tasks.

Eastern Cape

Infrastructure Provision, Preparation, Installation and Maintenance:• Facilitate VPN implementations• Capturing of and Provisioning of services• Provisioning of Telco services on Core and Distribution• Planning for installation, Communication, coordination of client installations.• Configuration of WAN/ Router equipment hardware in the switching centre and Client sites• Network Management, IP Addressing, administrating subnets• Maintenance on hardware/IOS• Switch configuration• Basic IPT and Wireless configuration.• Cabling• Manage 3rd party vendors• Back office escalation to NOC for service assurance incidents• Diagnosis and troubleshooting of all minor to complex related incidents. Network Management and Administration:• Manage team of 3 WAN Specialists and 1 Admin support staff• Proactive management (capacity, performance)• Core and client capacity management of hardware and bandwidth• Completing system documentation• Adherence to service provisioning process• Compiling of reports to sensitize clients to performance issues, preparing of recommendations accordingly. Reporting and Communication:• Baseline reporting on SLA (Capacity, security, performance, availability, usage)• Weekly, Monthly, Quarterly and Annual Management and Client reporting on Incidents, trending performance, availability and usage• Compile root cause analysis reports and recommendations for clients Technical Training of WAN resources:• Preparation and Presentation of ICT Career advice from a Technical perspective to University students at the yearly SITA Open Day. Answering Q&A on career paths in LAN and WAN fields.• Internal training of WAN staff on systems, procedures and accepted configuration practices.• Internal training of LAN Support staff on software and hardware installation, maintenance and fault finding.• Preparation and presentation of training materials to WAN and LAN support staff.

Port Elizabeth Area, South Africa

▪ Implement, install, upgrade and provide technical support for software operating systems and system packages on PC’s and file servers and Switches.▪ Provide technical support for commercial off-the-shelf software, with emphasis on Microsoft products▪ Responsible for setup, configuration and availability of network connectivity and connecting of users to network services▪ Provide specialist technical support with regard to access, system availability, backup and restore procedures, optimization, virus control, disk space and problems experienced▪ Provide technical support and maintenance of local area networks, under supervision▪ Diagnose faults and implement corrective actions▪ Responsible for administration and handling of events on fault logging systems▪ Supervise and ensure quality of cabling installations▪ Train junior staff members▪ Provide advice to clients with regards to IT and support

Pietermaritzburg Area, South Africa

Manage IT Budget and expenditure:· Preparation of Budget for board presentation and managed IT Budget· Managed SLA with ICT Provider First Technologies· Managed Network Administrator, Onsite IT Personal and Contract Programmer· Researched and sourced new technologiesServer Administration:· Operated, supported, administered and installed all communication network infrastructure· Set up and maintained user accounts· Supported and administered all software· Formulated and implemented Security Policy· Developed maintenance and upgrade plans· Scheduled, coordinated and performed network maintenance· Applied maintenance, upgraded and processed changes· Coordinated, communicated and documented changes· Reported on component, connectivity and functional problems to General Manager· Upgraded and deployed equipment, audited installations and wrote reports· Maintained installations· Managed system backups and restoring of data· Attended to operational tasks related to Exchange 2000· Provided technical support to production environment· Created mailboxes and post’s· Was responsible for backups and restoring· Responsible for License Management· Formulated and deployed disaster recoveryDesktop Support:· Provided support for all end-user devices such as desktop computers, terminal devices, notebook computers, operating systems and applications· Resolved problems· Installed, configured and upgraded hardware and software· Interpreted and translated user requirements· Performed quality checks· Installed network cabling and network access pointsMaintenance of the following:· Windows 2003 Enterprise Edition, Windows 2000 Advanced server, Exchange 2000, SQL 2000, Syspro 6.0, Windows 95, 98, 2000 and XP, Office 2003, 2000 and XP, Terminal Server (TS), IIS, AD, DHCP, WINS, Symantec

Diploma Of Information Technology Networking

Diploma of Information Technology Networking

Ccna, Cisco

Cisco Network Academy

Itil V3 Foundation, Information Technology

ITIL V3 FOUNDATION

Business, Management, Marketing, And Related Support Services

Certificate in Business Management

Mcse

Microsoft Certified Systems Engineer

N3, Electrical And Electronics Engineering, N3

Education record