Ryan Partington Email & Phone Number

Manchester, Gb

Lancashire, United Kingdom

In my current role, I lead a team of 25 technical support professionals dedicated to providing essential IT services across various domains such as firewalls, internet circuits, air gap backups, and server support, to name a few. Our team services 280+ clients, and I act as the principal escalation point for major incidents and customer grievances, ensuring high standards of service and client satisfaction.I successfully orchestrated the transition of our case management system from… Show more In my current role, I lead a team of 25 technical support professionals dedicated to providing essential IT services across various domains such as firewalls, internet circuits, air gap backups, and server support, to name a few. Our team services 280+ clients, and I act as the principal escalation point for major incidents and customer grievances, ensuring high standards of service and client satisfaction.I successfully orchestrated the transition of our case management system from Dynamics 365 to Ivanti, which significantly boosted our operational efficiency and enhanced service delivery. This pivotal move allowed us to better meet our clients' needs and improve our response times.My responsibilities also include developing and nurturing strategic customer relationships. I conduct regular remedial meetings and create specific action plans aimed at resolving issues, which has notably improved client satisfaction and retention rates.I also lead our cyber response team, focusing on perimeter security measures where I oversee critical firewall configurations and strategise with senior leadership to mitigate risks during security threats. My role is crucial during priority one incidents, where I provide decisive leadership and clear guidance to navigate challenges and deploy onsite resources efficiently.To ensure our team's alignment with broader business objectives, I hold daily meetings to review service level agreements, manage ongoing cases, recognise high performers, and maintain overall team morale and focus. These efforts are integral to sustaining our team's effectiveness and our clients' trust in our capabilities. Show less

Lancashire, United Kingdom

- Manage and implement (PHP, SQL, HTMP, JavaScript, git) new features into our network monitoring platform.- Train and teach the network team to respond to customer tickets.- Lead standards and approach to new network and security implementations.- Understand latest threats and design responses to protect our customers' networks. This can include both programmatic and strategic guides for discovery and protection.MPLS provisioning, configuration, maintenance and troubleshooting.… Show more - Manage and implement (PHP, SQL, HTMP, JavaScript, git) new features into our network monitoring platform.- Train and teach the network team to respond to customer tickets.- Lead standards and approach to new network and security implementations.- Understand latest threats and design responses to protect our customers' networks. This can include both programmatic and strategic guides for discovery and protection.MPLS provisioning, configuration, maintenance and troubleshooting. (Interconnects with TalkTalk, Virgin, DWS)- Review common cases and revise firewall standards to help with overall efficiencies. - Deal with level 3 escalations, DDoS attacks, Ransomware attacks, site down issues.- Design training plans and perform regular reviews of performance.- Chair customer response meetings dealing with critical issues and plan milestones and actions.Onboarded and trained new team members, developing individual training plans and personal development goals. Show less

Lancashire, United Kingdom

- Managed firewall change implementation for internet provider solutions, ensuring the safety of children by maintaining web filtering and access control- Deployed firmware upgrades for high-availability firewall clusters and supported site-to-site routing and internet access- Reinvented role by rapidly acquiring networking knowledge and advancing to become a trusted resource and eventual team leader for networking advice

Lancashire, United Kingdom

- Provided comprehensive technical support for a growing company, leveraging expertise in Windows Server and Microsoft infrastructure- Implemented a highly available Linux DNS cluster for MPLS customers and designed a cost-effective backup solution with cloud storage for primary schools- Strengthened technical skills in WSUS and SharePoint implementation while adapting to various support needs.

Liverpool, United Kingdom

Providing 3rd line support for our private sector clients. I was responsible for maintenance and evolution of all onsite Microsoft architecture. Configuration and support of Active Directory, Exchange (local and online) and Virtualisation (ESX).

Responsible for the design and implementation of disaster recovery solutions using IBM hardware and software. A typical installation would include DS4000 range fibre attached disk, and Tivoli Storage Manager software. When not working on design and implementation, I helped our customers troubleshoot and focus on business preparedness.

Liverpool

Installation and support of IBM Tivoli Storage Manager, Windows Active Directory and Exchange. My responsibilities included the planning and implementation of disaster recovery solutions and helpdesk support.

Liver Buildings, Liverpool

Offering first line support to our on premise employees for Microsoft Infrastructure, including Active Directory, Exchange and MS Office.