Introduction to QualityIP Founder and CEO Ryan Markham

About Ryan Markham

The IT world called to Markham in college, when a particularly influential professor reminded the class that IT jobs were in demand. Liking computers more than marketing, Markham switched majors and began the journey that would eventually lead to QualityIP. It wasn’t until later, when his father-in-law provided valuable insight, that Markham finally took the leap and founded QualityIP, using his marketing and IT backgrounds to build his brand from the ground up.

When Ryan isn’t working, he enjoys golfing and spending time with his family. A work-life balance is important, but with clients that have become friends and friends that have come clients, it’s not uncommon for Ryan to make a call from the golf course or while he’s otherwise preoccupied. According to Markham, “The key to making it all work has been staying connected to both my customers and my family.”

Vision and Leadership Style

The goal of QualityIP has always been to help other businesses succeed. The secret to QualityIP’s success is Markham’s unique approach to addressing client needs. Not only is the need of the business considered, but also the needs of each individual worker in that business. One worker may need a particular version of an internet browser to access their cloud-based ERP system, but they prefer to use Google Chrome for normal web browsing. Other workers might have entirely different needs. QualityIP takes a personalized approach that weighs each employee’s preferences.

Markham has a very hands-on approach to leadership, working side-by-side with employees to find the best solutions possible for clients. As the CEO, Ryan is always accessible to clients, no matter the day or the hour. He doesn’t stop working when he leaves the office, often tackling issues that arise in the middle of the night.

What’s in a Name

Founded in the early 2000s, QualityIP was originally a voice carrier with a cloud-based phone system. The name of the company is a combination of Quality of Service and VoIP. Over time, the name has evolved to represent the transition to IP-based networks and supporting customers across all aspects of their businesses. QualityIP CEO Ryan Markham knows that they aren’t the only provider that delivers fully managed IT services, but they are the best. From maintaining equipment to securing networks and finding ways to cut costs without cutting service, QualityIP is always here to help.

Customer-Centric Approach

In a competitive market, it’s unusual to find a CEO like Ryan Markham, who is less concerned about his bottom line than he is about the level of service his company provides. QualityIP technicians take the time to explain services and to answer questions, making sure clients are fully satisfied before the job is considered done. Markham believes that when it comes to supporting a client’s network, clear communication is just as important as technical skills. This customer-centric approach sets QualityIP apart from other managed IT providers and is at the heart of the way that Markham does business.

Want to learn more? Check out the interview below with QualityIP CEO Ryan Markham.

Professional Background & Journey in IT

1. How did you first get started in the IT industry? What initially sparked your interest?

I was a Marketing major in college, and my coursework included a class called “Intro to Computers”, which had 650 students. On the first day, the professor mentioned that there were more open positions in the job market than there were people in the lecture hall. Over the semester, my interest in computers grew, and as job placement prospects were better in IT, I decided to change my major.

2. Can you walk us through your career path leading up to founding or joining QualityIP?

I financed my college education by performing database programming and project management for a local municipality, where I acquired skills in applying technology to enhance operational efficiency. Upon graduating, I accepted a position with a local computer consulting firm to gain experience in small business networking and sales. After several years, I sought further advancement and joined a nascent software company, contributing to its growth from startup phase to annual revenue exceeding $20M. In 2004, driven by my long-standing aspiration to own a business, I established QualityIP to integrate my diverse experiences into a service-centric enterprise.

3. What were some of the biggest challenges you faced early in your IT career, and how did you overcome them?

Many challenges exist when starting a new business from scratch, where one is required to handle various roles, often unfamiliar ones. The primary challenge is achieving success on the first attempt. Family and friends have provided significant support in understanding ‘best practices’ across all aspects of business and life, while consistently working towards improvement.

4. What certifications, degrees, or specialized training do you hold in the fields of IT, cybersecurity, or business leadership?

Bachelor’s degree in Information Technology from Kent State University.

Founding & Vision Behind QualityIP

5. What inspired you to launch (or lead) QualityIP?

I had a long-term desire to own my own business.

6. How has the company evolved since it was founded?

QualityIP initially began as a Voice over IP company, which explains our name. However, we have since expanded to encompass comprehensive business technology and support services, offering a more inclusive range of IT solutions.

7. What sets QualityIP apart from other managed IT service providers?

Many companies offer products or services, but most MSP’s rarely provide solutions they are accountable for. We value long-term relationships with accountable results.

8. How do you ensure that QualityIP stays ahead of rapidly changing technology and cybersecurity threats?

Working with hundreds of companies and thousands of endpoints affords us the ability to see a lot happening in real-time. This daily interaction coupled with weekly vendor meetings and IT community events helps us understand the needs of today while planning for tomorrow.

Thought Leadership & Industry Authority

9. Have you been featured in any publications, interviews, or speaking engagements related to IT or cybersecurity?

Yes

10. Are you currently involved with any professional IT organizations, boards, or communities?

Yes

11. What are the top trends in IT or cybersecurity that business leaders should be aware of in the next 5 years?

Artificial Intelligence is currently at the forefront of technological advancements. Similar to how Security dominated last year and Cloud technology the year prior, it is crucial to comprehend the capabilities these technologies offer for your organization, and strategically plan the timing of their implementation.

12. How do you stay up to date with the latest developments in technology?

Trade publications, industry-related conferences, regular vendor meetings, daily customer engagements, and Internet research.

Approach to IT Management & Security

13. What’s your philosophy when it comes to IT support and customer service?

Treat customers well: answer calls promptly, resolve issues quickly, be helpful and competent, follow through.

14. How does QualityIP approach cybersecurity differently than other MSPs?

Security-focused businesses aim to offer comprehensive protection solutions irrespective of cost. In contrast, Managed Service Providers (MSPs) often avoid managing the high volume of device security notifications due to its lack of profitability. QualityIP adopts a proactive approach by evaluating the risks associated with the customer’s industry, aligning with insurance requirements, and comprehensively understanding the IT infrastructure to provide tailored security solutions that align with the company’s needs. Furthermore, QualityIP manages the Security Operations Center (SOC) and HelpDesk to ensure consistent support for the organization’s security framework.

15. What are the most common IT mistakes you see businesses make, and how can they avoid them?

Companies often prioritize revenue-generating activities over proactive IT measures. However, understanding risk tolerance related to technology infrastructure is crucial to preventing significant issues. Therefore, we offer insights into ‘best practice’ measures that empower companies to make informed decisions about their optimal course of action.

16. Can you describe a time when your team prevented or resolved a major IT crisis for a client?

We quickly identified a customer data breach and isolated the affected systems to prevent further spread. We then restored data from secure backups, ensuring minimal data loss. Additionally, we implemented enhanced security measures, including regular software updates and employee training on phishing scams, to prevent future incidents. This swift and effective response not only resolved the immediate crisis but also strengthened the business’s overall cybersecurity posture.

Personal Insight & Trust Building

17. What’s a lesson you’ve learned as a CEO that shaped the way you lead?

One impactful lesson I’ve learned is the importance of active listening. By fostering an environment where team members and customers feel heard and valued, we can unlock creative potential and drive better decision-making. This approach not only enhances team collaboration but also builds trust and encourages a culture of continuous improvement.

18. How do you build trust with clients and your internal team?

Be open and honest about your processes, challenges, and successes. Show genuine interest in feedback, and deliver on promises while maintaining communication.

19. What drives you every day as a leader in the tech space?

Technology is not only a part of my professional duties; it is also a personal passion that is part of my daily life. I enjoy helping both myself and others to work more efficiently, predominantly through the application of technology solutions.

20. Outside of work, what are your hobbies or interests?

Enjoying family time and socializing. I also like playing golf and tennis.

Final Thoughts & Message to Clients

21. What would you say to a business considering QualityIP for their IT needs?

If you seek a reliable extension of our organization to deliver qualified and accountable IT solutions, QualityIP is the ideal IT partnership for you.

22. What’s the future vision for QualityIP and your role as CEO?

We will continue to invest consistently in our personnel, processes, and systems to deliver the best IT experience for our customers. This approach aims at achieving aggressive growth and expanding into new territories.

23. Any advice for aspiring IT professionals or entrepreneurs entering the field?

We make a significant difference at every company we work for, which comes with a great responsibility to provide quality work. For those seeking a fast-paced, highly active career path focused on technology, working for a managed services provider offers an unparalleled opportunity.