Ryan B

From Physical Security to the Support Desk

Ryan spent years in physical security at Rapid Response Monitoring, a 24/7 alarm monitoring center. He started in operations, running large help desk and support teams where a call or an alarm signal could come in at any hour and still needed an answer.

He then moved into training and quality assurance. He prepared the specialists who answer those signals and helped maintain the center's contracts with major physical security companies, the kind of accounts where a slow or sloppy response shows up in the next review. Along the way he earned a Master's in Educational Technology Leadership.

Running AdVran's Support Desk

At AdVran, Ryan manages and monitors the internal support desk. He tracks each ticket from the moment it arrives: who owns it, how quickly the client hears back, and whether the fix holds. Speed matters, but so does the quality of the answer, and he checks both.

Managing the Big Projects

He also manages AdVran's larger cybersecurity projects, keeping the plan, the schedule and the follow-up in one place so nothing stalls between steps. It is the same habit he learned in monitoring: a signal that nobody owns is a signal that gets missed.