Ryan Joughin

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.

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)

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)