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.

How did you come up with the idea to start QualityIP?

In the early 2000s, Voice-over-IP (VoIP) phone systems were emerging, and we aimed to become a voice carrier using cloud-based phones. One of the main challenges at the time was bandwidth prioritization, known as Quality of Service (QoS). To address this, we combined the concepts of Quality of Service and VoIP to create the name QualityIP. Over time, this name has evolved to represent our transition to IP-based networks, supporting customers across all areas of business technology.

What were some of the biggest challenges you faced in the early days of the business?

Gaining credibility and building a name for ourselves were our biggest initial challenges. While people respect the leap of starting your own business, not everyone is willing to trust a new company to support their operations. We had to prove ourselves daily, often working past business hours to deliver the results our customers needed. These foundational efforts still influence us today, reflected in our 24/7 service delivery model that ensures accountable results.

Can you share a pivotal moment or turning point that significantly impacted the company’s growth?

We were doing alright, gradually adding small pieces of IT support business as VoIP was not taking off as expected. One of our initial customers introduced us to a Cleveland developer, Cameratta Companies, who was expanding operations from Cleveland to Southwest Florida. After our first meeting in Broadview Heights, they asked if I could stay and fix their server, upgrade accounting software, as well as organize their computer closet. I agreed to stay a few extra hours to avoid disrupting their business operations. They were shocked the next morning when I was still there, and everything was working perfectly. This marked our first big customer that we could build upon.

What is the mission or vision that drives your company?

QualityIP’s mission is to provide the best IT experience for its clients with a focus on quantifiable results.

How has the industry changed since you started, and how has your company adapted?

Back in the early 2000s, the IT support business was all about making things work, with everything being on-premise. We managed a lot more equipment with far fewer tools. Security wasn’t a major concern back then; speed was the priority, and having good backups was crucial because everything was at risk. We had to learn to adopt tools like monitoring and remediation while incorporating cloud concepts as environments like Office 365 emerged, always keeping security in mind. In the early days, having remote access to your work computer was the coolest thing ever. Now, understanding the best practices for allowing remote access to information is essential, or you risk losing it. We’ve had to become much more sophisticated to thrive in this new IT environment.

What do you believe sets your company apart from your competitors?

Accessibility and Accountability are what truly set us apart. Unlike many technology companies, we allow our techs to answer phones and provide same-day service. This approach has been highly impactful, as reflected in our customer surveys. Clients are often amazed that someone local is available to help them at night or on weekends and can provide the results they need. Another distinct value of QualityIP is our accountability. We don’t just sell products; we sell solutions. There have been times when a vendor’s product didn’t work as promised, and it’s on us to make it right. Whether it’s dealing with RMAs or finding alternate solutions, we ensure it works as promised. We’re in IT with you!

Personal Insights:

What inspired you to pursue a career in the IT industry?

During my first week of college, I attended both an Intro to Marketing and an Intro to Computers class. My major was marketing, and in Marketing 101, the professor asked our class of 50, “Why do you want to be in marketing?” I wasn’t quite sure. He then mentioned, “The top 50% of you are hopeful of getting a job with an entry-level salary.” A few hours later, my Computers 101 professor addressed a class of 650 students, saying, “There are not enough of you in this room to fulfill the number of IT jobs available, and you’ll make more on average than any other field in the College of Business.” I enjoyed computers more, so the decision was easy.

How do you maintain a work-life balance as the CEO of a growing company?

I’ve learned that to excel at anything, whether it’s work or life, you have to be all in. I love both. My customers have become friends, and my friends have become customers. They don’t mind if I’m calling or texting them from an ice arena or a golf course as long as I’m solving their problems. The key to making it all work has been staying connected to both my customers and my family.

What do you do for fun when you‘re not working?

Golf, even though that feels like work :). I also enjoy time with friends and family. Good dinners, fun vacations, always with lots of laughs.

Can you share any personal habits or routines that contribute to your success?

For me, it’s about always being connected. Since college, I’ve had jobs that require me to stay connected, and you’ll rarely see me without my cell phone. I don’t use social media, so when I’m on my phone, it’s either for family or work. Often, I’m with my family while handling work matters on my phone. This approach might not be for everyone, but it’s a model that has helped me succeed.

Who has been your biggest influence or mentor in your professional journey?

I’ve been fortunate to meet many amazing people who have helped me learn various aspects of business. However, I would never have started QualityIP if it weren’t for my father-in-law, Dexter Wiland. Dex and I had countless conversations about business networking, prospecting, and sales approaches. Most importantly, he helped me understand how to navigate the challenges of starting a grassroots business while having a young family.

What‘s the best piece of advice you‘ve received as a leader?

One of the best pieces of advice I’ve received as a leader is to always lead by example. This means demonstrating the values, work ethic, and behavior you expect from your team. When your team sees you putting in the effort, staying committed, and handling challenges with integrity, they are more likely to follow suit. It’s about being the kind of leader you would want to follow.

What is your vision for the future of your company and the IT industry as a whole?

The IT industry is constantly evolving. In recent years, we’ve seen major shifts from Cloud to Security to AI. The key to navigating these changes is to remain open and adaptable. There are numerous tools available to help you stay informed about these trends. Sometimes, it’s about best practices; other times, it’s about increasing profitability, but in every case, it’s crucial to understand these developments. Otherwise, you risk falling behind the competition. My vision for the future is to continue embracing these changes and leveraging them to provide the best possible solutions for our clients.

How do you see the role of technology evolving in business and daily life?

The future will likely see even more advancements reshaping how we live and work, especially as it relates to hybrid working.

What advice would you give to aspiring entrepreneurs in the IT sector?

Love what you do because this business is 24/7, and don’t resist change. Technology is always evolving, and it usually lands in a better place.

What are the biggest opportunities and challenges you see for the future?

The easiest answer today is staying ahead of AI.

How do you stay ahead of industry trends and ensure your company remains innovative?

Industry publications, Google, CoPilot, Vendor Management, etc.