From power user to Devolutions team member: meet Gerhard Ryznar!

It is always exciting when we shine the spotlight on a great new addition to the Devolutions family. However, today’s introduction to team member Gerhard Ryznar is particularly special and unique, because he was actually a Devolutions' power user before joining us!

We recently spoke with Gerhard to learn more about his role, experiences, approach, and vision. Below is the text of our conversation (our questions are in bold).

As you read it, we think that you’ll agree we made a GREAT choice in bringing Gerhard on board, and that we’re very fortunate to have him!

Can you describe your role at Devolutions?

I am Devolutions' Support Team Leader based in Europe — specifically, in Austria. My primary responsibility is to investigate, resolve, and document customer support requests, including elevated inquiries that are more complex and technical in nature.

I also support our Sales Team by delivering product demos, and helping potential customers understand how and why our products work on both functional and technical levels. In addition, I join the Devolutions Event Team at various conferences and expos in Europe. For instance, in the last few months I attended it-sa in Nuremberg, Cybertech Europe in Rome, and Cybersecurity and Cloud Expo Europe in Amsterdam. It was a great deal of fun, and I enjoyed meeting so many Devolutions fans. The company has a growing following in Europe!

Can you talk about being based in Europe, and what this means to our users around the world?

The biggest benefit is that my team members and I can provide faster response times for users who are located in Europe, as well as those who are countries such as Australia where we have an expanding presence. Together with my colleagues in Canada, this means that Devolutions can provide extended support coverage to customers across the globe.

How did you discover Devolutions?

In late 2014 I started a new job as an IT consultant. I was looking for a tool that would make my job easier for my many different customers. It’s one thing to use similar passwords every day in the same company, but it’s a whole other experience to use them as a consultant with many different customers, passwords, hostnames, and VPNs.

And so, I was looking for a way to centrally manage remote connections and passwords, while still using them together and adding in more features, such as linking an associated VPN. That search led me to Devolutions and Remote Desktop Manager. I loved the product right away, and I have been a user and fan ever since!

When did you decide to become a power user who helps other users discover features, solve problems, and get the most out of our solutions?

There was no specific moment when I said to myself: “OK, now I’m going to become a power user.” It just slowly developed organically over time. After discovering Remote Desktop Manager, I really enjoyed spending time exploring functions. It was like a hobby for me. It didn’t feel like work. There was always something to learn and experiment with.

Each time that I came across a new function — and in the beginning, it happened very often, sometimes even several times a day — I would study the associated help page and then try it out in my own environment. The more I got into it, the more fun I had. Over time, I accumulated a lot of knowledge, and it just seemed natural for me to try and share this with other users. Plus, each time I helped a user or did some research into their scenario or use case, I learned something new that I could possibly use in my own work. It was win-win.

What was your early experience like as you helped other users?

It was great! The other users were very open-minded and receptive. They knew that I was honestly trying to help, and that my advice was rooted in knowledge and experience, not guesswork.

Also, the Devolutions staff was very supportive of my efforts, and they encouraged me to share my knowledge. For example, I remember early on that Maurice, who is now the Devolutions VP of Products, publicly thanked me for some help that I gave to another user on the Devolutions forum. I was not expecting that, and I felt so honored and inspired!

How have your experiences as a power user influenced your role with Devolutions?

There are a few ways. First, it has given me a lot confidence and knowledge when dealing with complex and difficult issues. If I do not have the answers that I need, and if my colleagues do not have them either, then I will dive in and recreate a customer scenario so that I can deeply understand what they are experiencing and how we need to deal with it — either by resolving the matter or finding a workaround, or documenting the case for the Developers.

Next, I would say that my experiences in helping users gives me a lot of empathy and understanding for what they are dealing with. I never judge users, and I never forget that at one time I was also new to solutions like Remote Desktop Manager and Devolutions Server.

And lastly, I treat users exactly how I would like to be treated, which is why I focus on ensuring that they get the best experience and results. What does this mean in practical terms? Let’s say that I am communicating with a customer, and I find out that they are using 15 features in Remote Desktop Manager. And I also learn that they are very happy with those 15 features. However, I know that there are 15 more features that they could be using, which would make their experience more efficient, secure, or easier. In that situation, my goal is clear: help that user discover and use those additional 15 features. I want to expand their knowledge and introduce them to what’s possible. If they are using 50 or 60 percent of a solution, I want to help them reach 100 percent.

I would also like to add that this approach is not just something that I personally do. Everyone on the Devolutions Support Team shares this philosophy and vision.

Can you talk about your experiences now that you are part of the Devolutions team? Is it what you expected?

It is even better than I expected! Many companies talk about being user-centric, but they don’t always live up to that promise. It’s not like that here. The level of commitment to users is incredible, I have never experienced anything like it.

And let me also point out that I have been working in IT more than 15 years, and I do not know of any other company where the CEO responds to feature requests or bug reports on a public forum – and sometimes within minutes. Our entire company is completely dedicated to maximizing user experience and success. When people here say “we are always listening to users” they absolutely mean it. It is built into the culture.

I also love that our users can communicate directly with our Developers to tell them what they experience and need. In many IT companies, direct communication with Developers is simply not allowed or possible.

On a more personal note, I would like to add that even though I am in Europe and most of my colleagues are thousands of miles away, everyone has made me feel welcome and part of the team. The support I have received, and that I continue to get, is motivating and energizing. I am so honored to be working at Devolutions. I never want to let my colleagues down, and I never will!

What advice would you give active community members who dream of following a similar path?

That is a tough question, but I like it! I would say there are a few key things to keep in mind.

First, always try to expand your knowledge. You can do this through the forum, Devolutions Force, the Knowledge Base, and by exploring and experimenting on your own. And certainly, you should take advantage of the courses and learning paths in the new Devolutions Academy! There is always more to learn, and of course this will also enhance your experience and results with different solutions like Remote Desktop Manager and Devolutions Server.

Second, don’t judge other users who may know less than you, and always be kind. If a question or issue doesn’t make sense to you, or maybe the answer that someone is seeking seems easy or obvious, don’t make them feel inferior. We are all at different stages in our knowledge and experience — some people know a more, some people know less. What matters is that we help and support each other as a community of professionals.

Third, build your relationships and reputation over time. Don’t be impatient and expect to suddenly get recognized. It takes time and effort.

Fourth, I would say that even if you become a power user, don’t feel that you always must have the right answers. Sometimes, other users — whether they are power users or not — will have something more useful or relevant to say about an issue or use case. You should embrace those as opportunities to increase your knowledge.

Fifth, I would say don’t feel shy about asking questions. Even now, I am always asking my colleagues for advice and insights, and learning more. That is what IT professionals do, and I would say that we probably do it better than anyone else.

And lastly — but perhaps most importantly — if you really want to work for Devolutions in some way, then always remember that anything is possible. For me, being part of the Support Team is a dream come true. If it happened to me, then maybe it can happen to you!

We also reached out to Devolutions' Technical Service Director, Jean-François Dagenais, about the motivation for adding Gerhard to the Support Team. Here is what he shared with us:

“Gerhard was very proactive on the Devolutions forum about feature requests, and he was very effectively answering technical questions from other users. In many ways, he was working just like a member of our Support Team, and we greatly appreciated and looked forward to his contributions. We also had the opportunity meet him a few times in different contexts, and he was just as friendly and engaging in person.

We realized very quickly that we wanted to add Gerhard to our team. It took a while for the right situation to emerge for both him and us, but we were persistent and committed, and eventually we convinced him to come on board.

Gerhard is now our Support Team Leader based in Europe, and we couldn’t be happier with his work. He is totally committed to providing exceptional customer care, he knows our products extremely well, and he is very dedicated, reliable, professional, and friendly. We are glad to have him!”

You will likely meet Gerhard in person if you plan on attending a major IT/cybersecurity conference in Europe. Visit the Events Page to see where the Devolutions team is headed, and email events@devolutions.net for additional details.

If you wish to get in touch with Gerhard and the Support Team directly about an issue or question, please email service@devolutions.net.