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

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

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.

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.

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

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

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.

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