Ryan McAllister

Ryan McAllister

Work History

Work History
Mar 2013 - Present

Senior Systems Administrator

Velocity Technology Solutions

In Velocity, I work on the Service Desk & Monitoring Centre and provide first and second-line support, administration and monitoring for a wide range of customers. The primary tasks involved on a daily basis are user administration, email and call handling, ticket management(Service-), monitoring networks & servers for outages and alerts, and desktop support. As a senior, my additional responsibilities include monthly reporting, testing of new processes and systems and delegation of tasks. Occasionally I have worked on customer sites providing desk side support and set up of IP telephony. I have learned a vast amount about a range of technologies over the past year in this position and have become proficient in the role, and have become a point of reference for a lot of my colleagues who are newer to the role than I am.

Feb 2012 - Mar 2013

Level 2 Technical Support Analyst (24x7 shift pattern)

IBM Global Services

At IBM worked as a Level 2 Technical Support Analyst on the British Petroleum(BP) account. My role involved taking support calls from end users(worldwide), and assisting in resolving technical related queries as well as escalating major incidents and outages to the relevant support teams. The main applications I support are Microsoft Windows XP & 7, Microsoft Office 2003/2010(Primarily Outlook in which I provide extended support on the desktop client and Exchange Server), Active Directory, VPNs, Cognitas Crosslink, iRAS and many other BP Specific applications. I excel on my role and rarely had to pass tickets to a higher level of support. My FTF(First Time Fix) ratio was among the highest 2 agents in the company and I am also praised regularly by users submitting Customer Satisfaction questionnaires. I always take ownership of my own tickets and make sure they are resolved within SLA, as well as overseeing other agents' tickets on nightshift.

Jan 2011 - Feb 2012


1Call Direct

In my role as telemarketer I worked on an outbound telesales campaign selling Orange Home Broadband. I was consistently top or second top salesman because as well as being good with customer relations, I applied my wealthy knowledge of IT and telecoms into each sale and was able to win over many customers mainly on the fact that I was confident in what I was selling and knew lots about the product and infrastructure. During my time at 1calldirect I also provided basic desk-side support to the call centre staff in absence of the IT Administrator.

Jul 2007 - Jan 2011

Senior Sales Advisor

Orange Retail

This job was mainly sales based, but I specialised in helping customers with their home and mobile broadband queries, and resolved many problems with customers' mobile broadband that they cannot resolve over the phone to technical support, due to a language barrier or otherwise. My colleagues always asked me when they are faced with a technical query that they cannot answer themselves. I was also required to work with paperwork and cash management on a daily basis. 


Sep 2008 - Sep 2009

BSc Networking & Systems Support

Glasgow Caledonian University

This degree included the Cisco CCNP course. The modules within the BSc were as follows: Advanced Routing, IT Project Management, Ethical Hacking, Scalable Campus Networking, and Digital Forensics.

Aug 2006 - May 2008

Computer Networking & Internet Technologies

Ayr College

Consisted of mainly Windows Server 2003, IIS, Cisco CCNA and Exchange Server modules



Support for various applications and operating systems such as Windows XP/Vista/7/2003/2008 Server, Exchange Server 2003/2008, SMS, SCCM, SCOM, SQL, IIS Server, Apache server, Citrix E-Buro, Lotus Notes, Microsoft Office 2003-2010, Remote Desktop (RDP), Nagios monitoring server, Blackberry Enterprise Server administration. ITIL Best Practise – I am proficient in all aspects of the BMC® Remedy ITIL system. Amateur website and



Microsoft Certified Desktop Support Technician

Windows XP Support