Ryan Joughin
IT Professional - Customer Operations, Technical Support, Project Delivery
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About
A results-oriented IT professional with expertise in customer operations, technical support, and project delivery. Proven track record leading end-to-end project scoping and execution, engaging cross-functional stakeholders to deliver complex requirements. Highly skilled in bridging technical complexity and customer success using SQL, Postman, and Tableau alongside deep platform administration (Zendesk and Gainsight).
A certified Lean Practitioner and ITIL 4 professional experienced in managing teams, optimizing workflows, and driving operational excellence.
Experience
Digital Customer Operations Analyst at Arbor Education (2024-10 – Present)
- Lead end-to-end project scoping and execution; autonomously engage cross-functional stakeholders to gather requirements and ensure on-time delivery.
- Act as Zendesk and Gainsight Administrator, configuring systems and workflows based on customer feedback to drive tool adoption and support efficiency.
- Apply Lean methodologies to eliminate operational waste, analyze data workflows, and optimize central operations processes.
- Deliver concise, tailored data insights and well-structured messages to both technical and business audiences.
2nd Line Team Lead at Arbor Education (2023-10 – 2024-06)
- Supervised a 2nd Line team, splitting focus between technical delivery and operational management; established clear roles to achieve company OKRs while maintaining high morale.
- Tracked team metrics to optimize performance, mentored staff through difficult conversations, and acted as the primary customer escalation point.
- Fostered a learning environment by delivering actionable feedback, supporting skill-building, and holding the team accountable to high performance standards.
2nd Line Customer Success Analyst at Arbor Education (2021-10 – 2024-10)
- Resolved advanced tickets using Postman (RestV2 API data amendments) and SQL (audits and data extraction).
- Managed major incidents under ITIL 4 principles by logging problems, linking tickets, and providing real-time data to the Incident Manager.
- Selected as the first analyst cross-skilled in both Arbor and ScholarPack platforms; authored internal technical help guides and SOPs.
2nd Line Support Team Leader at Networx Recruitment Software (2020-09 – 2021-10)
- Managed a team of 4; conducted performance reviews, handled new starter training, and delivered weekly SLA reports to company Directors.
- Resolved high-priority client complaints and acted as the technical point of contact for onboarding new clients.
2nd Line Support Analyst at Networx Recruitment Software (2018-12 – 2020-09)
- Resolved advanced technical escalations using MS SQL scripts and Tableau advanced reporting.
- Led remote-working tech rollouts and provided high-quality technical support within strict SLAs.
Capita Customer Management (Samsung) (2014-10 – 2016-10)
Education
Lean Practitioner Certification
ITIL 4 Foundation
NVQ Level 3 in Business and Administration
NVQ Level 2 in Customer Service
Advanced GNVQ in Science
GCSE in Maths and English (9 GCSEs total)
