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Work Background
Jetty Communications SolutionsProduct Manager
Feb. 2017Houston, TX-Increase CSAT scores by 75% by implementing SLAs for business hours and off-business hours, and implementing an on-call rotation to ensure timely responses -Develop and prioritize product features resulting in a product roadmap that increased user satisfaction by 40% -Advocate for 40+ clients in all aspects of product vision and strategy for delivery of client value-based products with a focus on polished products and user-experiences -Act as a subject matter expert for client needs by conducting thoughtful research of new technologies, trends in the industry, and competitors leading to 50% growth in contracted services -Lead 6-person engineering team through transition to LEAN Agile with an emphasis on deconstructing complex problems into key variables and identifying relationships between them, increasing product team velocity by 100%+ -Uncover client feedback in 15+ user feedback sessions, communicating discoveries to cross-functional team to adjust product wireframes and product roadmap
Hein & AssociatesSenior, Business Systems Support
Jan. 2012 - Jun. 2015Houston, TX-Monitored, tracked, prioritized and resolved 350+ new and existing work requests at Help Desk within set response times over 6 month period -Efficiently resolved problematic system eros and other technical issues concerning software installation, hardware installation and network connectivity, ensuring 100% service level agreements (SLA) -Performed installation, troubleshooting, and maintenance of 5 existing network nodes connected to 1 master network -Maintained 75 computer systems, installed, upgraded and patched new systems -Offered technical guidance and advised users of alternative approaches when troubleshooting allowing users to improving overall efficiency of end users -Effectively communicated with 3 other system engineering personnel and 2 senior executives on joint projects -Configured security settings and granted system access to 32 groups and 425 individuals to secure network against outside attacks -Patched 15 software apps with over 90 new versions and updates to eliminate security problems and protect data -Collaborated with 35 vendors to locate replacement components and resolve advanced problems for hardware and software
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