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Meet the Team | Jeff Ard, Support Desk Manager

February 12, 2019
Jeff Ard, Support Desk Manager

S-NET’s Support Desk Manager, Jeff Ard works tirelessly to ensure that all client calls, questions and requests are addressed in a timely manner. He oversees S-NET’s Technical Support Team and continuously thinks about new ways to improve his staff’s work. Jeff enjoys spending time with friends at the pub and has an unusual hobby for a tech guy. Can you guess what it is?

How long have you been in the industry and when did you start at S-NET?

I have 20+ years of IT and helpdesk support experience. I have been with S-NET for 7 years, starting on September 1, 2012.

How did you end up in this field?

In my younger days, I started building my own computers as a hobby. I took to it like a duck to water. The first operating system I installed was a CPM and I later switched to BSD when it first came out. I’m sure some of you remember those times. I really enjoyed working with computers and I was good at it.

Of course I have branched out since then. I took various classes in networking, telephony and PBX support, and I learned a lot about Linux for system administration. Currently, I’m brushing up for my CCNA.

Where did you work before starting at S-NET?

Throughout my career, I held all kinds of IT and technical support positions at companies like Howard Brown Health, ABN AMRO and Auto-Value.

What are your primary responsibilities at S-NET?

My primary responsibility is to oversee the technical support team and manage all incoming questions and requests from our clients. I make sure that they are handled as efficiently as possible, and I always work on different projects to improve our helpdesk. I’m also the Active Directory admin for our internal staff and I help with any end-user issues and questions.

What do you enjoy most about your work?

It can be very rewarding to help clients resolve their issues – I like helping people. The sheer variety of calls and requests we get from them always excites me, and it’s never boring. Juggling all the responsibilities, from helping clients to keeping the support staff happy and informed, can be a fun challenge.

Are there any accomplishments you are particularly proud of?

I am very proud of my team and our ticketing system. Our support staff is better today than it has ever been. Our team in Manila is simply awesome. And the systems we use to manage customer requests has improved dramatically since I started at S-NET.

How has S-NET helped you grow?

S-NET has definitely pushed me outside of my comfort zone. After working in PC support for years, managing the technical support team of a VoIP company was much more challenging. I learned a lot.

Are there any exciting projects you are looking forward to?

We are migrating a lot of our internal resources to the cloud, and we are moving our entire custom SharePoint system to a new server. It’s an exciting time to be here.

How do you unwind after a long day at the office?

I like to jog 2 or 3 miles every day – it calms my mind. I also do some moderate workouts with weights 3 times a week, and occasionally I enjoy beer and wine. (Laughs.)

When I have more time, I like to go to the movies, try new restaurants or hang out at the pub with friends. But I also need my quiet time at home once in a while to just watch TV and read. I also like to draw, which not many people know.

Do you have any exciting plans you are looking forward to?

I am planning on going to Hawaii this year!

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