Customer Success Support

Joe Reed · Resume · Page *

Joe Reed

ad6pg3@r.postjobfree.com 971-***-**** Beaverton, Oregon

Accomplished professional with over 30 years of diverse experience in technical support and administration, project coordination, and customer success roles. Proven expertise in application support, SQL database management, and system administration. Seeking to leverage extensive background in customer service, technical troubleshooting, and project coordination in a challenging new role.

WORK EXPERIENCE

Archiving and Liquidation Manager Nov 2022 - Nov 2023 Personal Project Durham, NC

• Managed the archiving and liquidation of personal items for three separate estates, including distinctive collections such as the works of a regionally renowned author, historical artifacts from a World War II veteran, and the professional materials of a veteran journalist and university administrator.

• Conducted extensive research on a diverse array of items to ascertain their historical significance, informing the strategic placement of valuable items in appropriate organizations.

• Coordinated with various vendors and organizations to facilitate the donation and sale of items, utilizing market research and industry trends to devise effective pricing strategies.

• Employed specialized preservation techniques for delicate documents, photographs, and artifacts, and established digital archives for efficient organization and ease of access. Customer Success Agent I/II Oct 2017 - Nov 2022

Seattle Technology Group Pittsboro, NC

• Operated as the primary liaison for application support, eventually independently resolving 90% of customer requests through diverse communication channels including phone, email, and a FreshDesk support portal.

• Maintained extensive product expertise, keeping up-to-date on feature changes, bug resolutions, and customizations, and cooperated closely with product teams to address technical complications.

• Managed hosted customer SQL databases, contributed to database management on the client side, and produced both standardized and custom reports utilizing Crystal Reports and Telerik Report Designer.

• Enabled successful product transitions through focused support, training, and detailed documentation, in addition to crafting knowledge base articles and overseeing a client-focused quarterly newsletter. Project Manager, Hilltop Music Lounge (Renovation) Mar 2017 - Sep 2017 Private Owners Pittsboro, NC

• Collaborated on the initial phases of a commercial property restoration project, ensuring effective communication with municipal officials during the exploratory and permitting stages.

• Managed coordination between contractors, architects, and civil engineers for work plans and quotes, and streamlined the implementation phase by transferring all relevant research and correspondence to the tenant. Applications Systems Analyst, Acumen Physician Solutions (Contract) Jan 2017 - Apr 2017 The Select Group Raleigh, NC

• Provided comprehensive Systems Administration support across various non-production and production servers, which included on-call and after-hours maintenance.

• Managed a decommissioning project, effectively migrating 200 users from an outdated domain, encompassing the successful transfer of accounts, file shares, and Virtual Machines (VMs).

• Executed the research and configuration of a 12TB RAID-6 Network Attached Storage (NAS) unit, augmenting storage capacity and improving user accessibility.

Joe Reed · Resume · Page 2

Deployment Engineer, Hewlett-Packard Enterprise (Contract) Sep 2016 - Jan 2017 Apex Systems, Inc Raleigh, NC

• Successfully integrated Hewlett Packard Enterprise Security Solutions into numerous Federal Agencies for the Department of Homeland Security's CDM project, showcasing adaptability across diverse technical settings.

• Proficiently installed and configured multiple tools including HP uCMDB, McAfee ePO, Tenable Security Center, and JBoss FUSE, bolstering tool deployment within a novel modeling lab for offline operational troubleshooting.

• Enhanced project efficiency by evaluating and submitting Requests for Change (RFC's) for official project deliverable documentation, fostering the successful deployment of solutions to the HUD Office of Inspector General. Senior Technical Support Analyst and Team Lead Jul 2015 - Sep 2016 IXL Learning, Inc Raleigh, NC

• Provided timely and effective technical support to a global clientele, skillfully managed high-volume requests, and ensured smooth account management.

• Gained expertise in three different products swiftly, exemplifying adaptability and dedication to improve customer experience.

• Progressed quickly to a supervisory position, efficiently managing a six-member team to meet service-level objectives, boost customer satisfaction, and enhance communication between clients and technical staff. Systems Administrator II/III Sep 2009 - Dec 2014

RTI International Research Triangle Park, NC

• Administered various Windows Server versions, overseeing the maintenance of dual corporate datacenters supporting both internal and external data, websites, and databases.

• Initiated and maintained project website and database shells for developers, aiding in the enhancement of .NET2/3.5/4 and ColdFusion 7/8/10 websites in IIS6 and IIS7.

• Provided essential DBA services for MSSQL Server 2000 — 2008 databases, earning four 'SPOT' Awards for exceptional performance and advancement due to outstanding work beyond standard operational support. Computer Support Specialist I/II/Executive Support Oct 2006 - Sep 2009 RTI International Research Triangle Park, NC

• Optimized operational efficiency by offering both hands-on and remote technical support for a range of devices including computers, printers, and handhelds.

• Designed and implemented personalized training courses, leading to substantial reduction in Help Desk inquiries, complemented by the creation of comprehensive user manuals and knowledgebase articles.

• Entrusted with the responsibility of serving as the sole support contact for senior executives and their respective teams. Computer/Network Support Technician Sep 2005 - Jul 2006 Pomeroy IT Solutions Raleigh, NC

• Provided sole on-site support for two Wake County high schools, supporting more than 1,000 users and over 200 computers across both schools.

• Implemented a streamlined process for imaging systems in a school computer laboratory, resulting in significant time savings and reduced strain on infrastructure, leading to recognition for exceptional technical skill and problem-solving ability.

• Effectively managed a high volume of calls via the HEAT ticketing system, ensuring adherence to all Service Level Agreements (SLAs) while providing comprehensive hardware and networking support, including coordinating network printer setup and maintenance.

Joe Reed · Resume · Page 3

Owner (1993) Oct 2003 - Sep 2005

Zen ComputerWorks Pittsboro, NC

• Successfully transformed a previously part-time consulting business, started in 1993, into a full-service operation with 2 support contractors, offering a wide range of services including network installation/support, website/graphic design, and process documentation, demonstrating a keen ability to adapt and expand business offerings to meet evolving customer needs.

• Managed a large-scale project to overhaul a 700-page magazine website, which involved the successful coordination of additional technical resources, strict adherence to project budgets and timelines, and a thorough understanding of customer requirements to recommend and implement effective solutions. Tier 3 Systems Administrator Oct 2000 - Oct 2003

IBM Global Services e-Business Webhosting Research Triangle Park, NC

• Managed a broad range of technical tasks, including user account coordination, security testing, software configuration, disaster recovery planning, and server validation, effectively adhering to rigorous 24/7/365 response time requirements.

• Formulated and executed novel solutions for established systems, automated Windows 2000 server monitoring, and created thorough account-related process documentation in accordance with internal QA and ISO 9002 standards. EDUCATION

Western Carolina University 1989

Music Education, Communications, Psychology Cullowhee, NC RELEVANT SKILLS/STRENGTHS

• Detail oriented

• Self-starter

• Dedicated customer advocate

• Proficiency with Microsoft products and services

• Technical troubleshooting

• Training

• Documentation

• Project coordination

• Help Desk Support

• Communication

• Creative problem solving

• Vendor management

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