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Work Background
BindplaneCustomer Success Team Lead
Oct. 2024 - May. 2025Grand Rapids, Michigan, United StatesCustomer Success at Bindplane encompasses all post-sale operations including customer support, renewal, expansion, onboarding, training, advocacy, and growth. Reports to VP of Sales. Was responsible for building out the Customer Success org, including building processes, defining strategy, creating KPIs and dashboards. Managed the Customer Success org and Customer Support org at Bindplane, including two support engineers and one Senior DevOps engineer. Helped close over $100k in renewals. Managed relationships with some of the top companies in the world. Regular cadences with our customer's engineers up to C-Level executives. Escalated product feedback to product team and enginering. Created company technical training demos. Used AI tools to create efficiencies for a small team to work better and faster.
BindplaneEnterprise Customer Engineer
Jan. 2022 - Oct. 2024United StatesAssisted in management of Bindplane's Google relationship from a technical perspective. Meetings with various Google CEs, AEs, and TAMs to help them understand Bindplane and OpenTelemetry. Provided pre-sales demos of Bindplane to prospects. Closed Bindplane's very first Enterprise deal. Relayed product gaps and feature requests to product team. Other duties:
Migrated company from Freshdesk to Hubspot CRM
PHZR Tech Solutions, LLCOwner | Principal Consultant
Jan. 2020Grand Rapids, Michigan, United States
Sentinel TechnologiesSenior Data Center Engineer
Jan. 2020 - Dec. 2021Grand Rapids, MichiganA senior data center support engineer focused on administering, maintaining and troubleshooting our client’s data center infrastructure, cloud infrastructure, and many various applications. To name a few…Microsoft Azure, Microsoft 365, Active Directory, Exchange, Windows Servers, VEEAM backups, Netapp, EMC VNXe, Cisco Hyperflex, Cisco UCS, DUO, Kaseya, VMware, Hyper-V, Sharepoint, Teams, Citrix VDI, VMware Horizon, Azure Virtual Desktop.
Mnemonix Technology ConsultingSenior IT Consultant
Jan. 2019 - Dec. 2019Ada, MichiganAs a Senior IT Consultant, I help identify a client's IT business needs and leverage current technology and best practices to solve business problems and create efficiencies. Additional tasks: Implement, manage, and support IT infrastructure at client sites.
Project Manage multi-client equipment decommissioning and upgrades based on support end-date and warranty status.
Train and coach new employees to get them up to speed with our clientele. Escalation path for help desk technicians to help solve complex problems.
Document client infrastructure and create internal knowledge-base articles.
Blue MedoraSolutions Architect - ACQUIRED BY VMWARE
Oct. 2018 - Nov. 2018Grand Rapids, MichiganProvided technical validation throughout the pre-sales process, ensuring the product solves their use cases and meets their needs when the deal closes.
Blue MedoraSupport Manager
Nov. 2017 - Oct. 2018Greater Grand Rapids, Michigan AreaManaged a team of five Software Support Engineers who provided L2 support. Created and improved processes to find efficiencies, improve resolution time and meet SLAs. Created budgets, performed reviews, coached and empowered employees. Experience in hiring and firing. Also spent about 6 months prepping and being groomed for the role prior to November 2017.
Blue MedoraSoftware Support Engineer
May. 2015 - Nov. 2017Greater Grand Rapids, Michigan Area- Focused on excellent customer experience through quality, effective technical support for all of our direct sales platform extensions. - Create and improve internal processes to enable team growth and success.
- Create documentation and KB articles for our customer support portal.
Mary Free Bed Rehabilitation HospitalTech Support Specialist II
Jun. 2014 - May. 2015Greater Grand Rapids, Michigan AreaProvided L2 Helpdesk support for hospital staff running Windows workstations, Citrix VDI and Cerner EMR.
Liquid WebWindows Enterprise Technician
Jan. 2012 - Jun. 2014Lansing, Michigan AreaWindows Enterprise technicians facilitate the needs of Liquid Web's highest profile customers. Some of the core responsibilities include: - Providing top-level phone and Helpdesk support for Enterprise-level customers. - Serving as a direct technical point of contact for several Enterprise-level customers which often include large organizations and large Plesk reseller accounts. - Implementing and supporting a wide array of complex hosting solutions such as Microsoft Active Directory, Microsoft Exchange, Microsoft Data Protection Manager, MSSQL AlwaysOn Availability Groups, DFS, Load Balancing, server and network redundancy, high-availability, backups and disaster recovery. - Designing and maintaining Enterprise customer documentation including hardware specifications, Network topology, and specific details on their configuration and setup of Managed Microsoft hosting solutions. - Performing yearly customer audits and ensure customer satisfaction by providing necessary hardware or software suggestions, maintenance, upgrades, and any other necessary adjustments. - Serving as a direct escalation path for Windows System Administrators when they need assistance with ticket resolution or any help in general.
Liquid WebWindows System Administrator
Mar. 2011 - Jan. 2012Lansing, Michigan AreaProvided level III phone and Helpdesk support to our Windows web hosted clients. Administered Windows Server 2003/2008/2012 with IIS and the Plesk Control Panel for hosting. Created internal troubleshooting wikis to help the rest of the team in troubleshooting specific tasks. Played an integral role in the creation of the Windows Enterprise team and was promoted to Windows Enterprise technician in 2012.
Paramount Coffee CompanyI.T. Contractor
Aug. 2010 - Mar. 2011Assisted in technical support of internal employees. Wrote a business proposal for a new backup solution. Assisted with any other technical needs as they arose.
Spartan ChassisNetwork Support Specialist
Jan. 2006 - Sep. 2009Supervised High School and College Co-Op technicians and ensured ticket resolution in a timely fashion. Provided level II phone and Helpdesk support for over 1000+ employees both on-site and remote. Worked with the System Administrators and Network Administrators closely on a daily basis. Upgraded and repaired HP business class workstations and laptops. Assisted in large projects such as moving the server room to a new building, implementing a new company-wide Ricoh printer solution, converting office workstations from Novell to Microsoft Networking, conversion and roll-out of analog to Cisco VOIP phone system and built & deployed 200+ shop floor workstations with locked security cabinets.
Spartan ChassisCo-Op Technician
Jan. 2005 - Jan. 2006Charlotte, MIPerformed level I phone and Helpdesk support for 1000+ employees. Upgraded and repaired HP business workstations and laptops. Promoted to Network Support Specialist in 2006
Charlotte Public SchoolsI.T. Technician
Aug. 2004 - Jul. 2005Was responsible for maintaining, updating, and fixing staff computers, printers, and other peripherals.
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