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Ryan Ryan

@ryanryan

Experienced application support analyst skilled in SQL, automation and team leadership.

United Kingdom
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What I'm looking for

I'm seeking a hands-on support or technical leadership role where I can use SQL, automation and Power BI to improve SLAs, coach teams, and work with stakeholders on measurable service improvements.

I'm an application support analyst with 5+ years' progressive experience, moving from junior roles to management while delivering measurable improvements in SLA performance, ticket resolution and tool efficiency. I specialise in troubleshooting with SQL, supporting C# .NET applications, automating reporting with Python, and using Power BI to drive operational insight.

I have led teams to reduce ticket volumes and improve resolution rates, supported DevOps deployments, and maintained strong stakeholder relationships through regular client reporting and incident root-cause analysis. I hold Azure Fundamentals (AZ-900) and emphasise clear documentation, training, and continuous improvement to minimise service disruption.

Experience

Work history, roles, and key accomplishments

EC

Application Support Manager

EV Cargo

Jan 2024 - Dec 2024 (11 months)

Led a team of analysts to meet SLAs, cutting ticket volume by 22% for key logistics clients and improving tool efficiency through SQL and Power BI fixes. Presented performance data in client meetings and supported DevOps change deployments to ensure smooth implementation and defect resolution.

EC

Application Support Analyst

EV Cargo

Mar 2019 - Jan 2024 (4 years 10 months)

Resolved support tickets using SQL and C# within 100% response-time SLAs, automated monthly KPI reports with Python saving 6+ hours/month, and conducted root-cause analysis for major incidents while maintaining documentation for 20+ global clients.

TB

Level 3 Infrastructure Technician

Talking Business

Feb 2018 - Feb 2019 (1 year)

Provided IT service desk support across schools and commercial clients, diagnosing Exchange, backup and network issues and completing CAT5/6 cabling projects to improve communication infrastructure under tight deadlines.

Education

Degrees, certifications, and relevant coursework

JU

JustIT

Level 3 NVQ, Infrastructure Technician

2018 - 2019

Completed a Level 3 NVQ Infrastructure Technician apprenticeship focusing on IT service desk support, networking, and infrastructure tasks.

UR

UTC Reading

GCSE and AS Level, General Secondary Education

2013 - 2015

Studied GCSEs and AS Level including Mathematics and Computer Science, achieving multiple B and C grades across subjects.

Tech stack

Software and tools used professionally

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Ryan Ryan - Application Support Manager - EV Cargo | Himalayas