Aaron Walters Email & Phone Number

Vancouver, Wa, Us

Scope: Lead and Managed the Amer support/success team to include Manager I, Tier 2, 3, and 4 specialists in onboarding, development, and supporting all aspects of Docusign clients and products pertaining to the Salesforce integration.Core Responsibilities● Team Management: Complete all forecasting and budgeting, hiring, training, adherence and quality reviews/discussions, coaching, and disciplinary actions for the AMER Salesforce Specialized Team● Handle client account review for proactive actions; sales, product enhancement and added integrations, and engineering engagements● Lead quarterly review for process improvements to continuously improve best practices, SOPs, and drive operational efficiencies● Lead all cross-functional collaborations that engage various stakeholders; Support, Success, Sales, PS, Product, Engineering, Executive Leadership● Manage team alignment with company goals and KPIs to obtain 100% meet or beat expectationsKey Projects● Developed new Onboarding processes and training that reduced onboarding time by 35% for the Salesforce Specialty team. New methodology was implemented organization wide and tailored for each BU● Collaborated to create a QA program to replace outsourced and outdated QA programs. Results in Taylor made programs for each specialty team (DevOP, Salesforce, Microsoft, eSign Specialized, CLM) that led to 10% reduction in repeat incidents and a15% reduction in unique touches.● Designed and delivered Customer Success yearly training for Support/Success Teams that brought a 25% increase in CSAT, 75% increase in client survey responses, and 30% reduction in client escalations.

Draper, Ut

Scope: Lead the Mid/West Coast Team of Public and Federal support Teams supporting the Isilon product line in onboarding, development of all aspects of the Isilon product line. Core Responsibilities● Team Management: Lead team of 32, to include Managers, WFMs, and Engineers in hiring, staff and volume forecasting, training, coaching, escalation management, project development and supervise end-point management..● Increase overall efficiencies pertaining to TTR (10%), SLA (10%), Utilization (5%), and backlog (20%) based on key data analytics utilizing Tableau, Workday, AVAYA, and Salesforce systems.● Spearhead large-scale and special projects while managing the cross-functional aspects with Sales, Product, Engineer, Support, Success teams● Continuous analysis of strategic configurations and workflows, enacting new enhancements for data-driven decisions that reduced Engineering engagement lead times by 30% and a reduction in overall JIRA bugs by 20%Key Projects● Co-lead and rolled out the Federal centralized integration for Dell through coordination with other key stakeholders. Oversaw the creation of a SPIFF at the Utah CEO and worked to align necessary background checks and certifications for Federal Team. Total of 1 year from inception to implementation completion.● Built and co-administered Customer Success yearly training program for Dell Isilon Team. After showcasing an increase in client survey response of 50% and CSAT increase of 15%, worked with DELL training team for handover and support/success BUs administration. ● Community and Knowledge Team along with a training program within the support organization. Reduce case creation per client by 5% YoY. Continuous review of dated knowledge articles, newly created articles, and active participation on the Dell Community site. Worked with key Account Team and Sales to get an organization wide push for client engagement. Reduction of 15% in cases for community users, and 10% for those reviewing KAs.

Administration of complex tasks to overnight Team for all client requirements to include:Network configuration and issues resolution (including VPNs), System administration for Windows Servers 2003-2013, Active Directory configurations, patch and imaging role outs, both Windows and Mac systemsFile system and data maintenance to include migration and backups, client on-boarding and decommissioning, virtual machine maintenance, virus detection and cleanup, and any other needed service requirements.Operational reporting and scheduling for overnight Team to include:Billable client hours for after hour workload and future planning based on client maintenance needsAssessed and provided staffing requirements and resource planning for graveyard Team; utilized predictive planning via BI reporting.

Utah County, Ut

Onsite IT Engineer for four schools. Total of approximately 400 computing systems based on MAC OSX platform running of MAC servers. Administrator of over 300 IPAD, iOS and Android based phones, Chromebook, and Kindle devices. Requirements are maintenance of all devices, networks, and servers to include utilizing Workgroup Manager for Mac systems and users administration, and data and file maintenance.

- Managed day-to-day operations of a multimillion-dollar facility, resulting in a 7% sales increase and 13% bottom-line growth.- Achieved inventory control accuracy within 0.2% variance, overseeing accounting, variant demand purchasing, and associate scheduling.- Led associate training and certifications in compliance with strict DOD regulations, ensuring high performance and adherence to standards.- Acted as facility HR specialist, managing recruitment, bi-monthly evaluations, and issue resolution in accordance with legislation.- Drove a 5-point increase in Customer Satisfaction Index (CSI) and a 14-point increase in Associate Satisfaction Index (ASI), marking the highest facility sales since opening.

Support Operations of 200 Dell Helpdesk Technicians to resolve issues that otherwise could not be; hardware, software applications, networking, and peripheral devices. Position required working with and keeping on task ten supervisors, ten team leads and approximately 250 technicians to the agreed metrics with Dell Computers. Adjustments were made on a 15 second interval, requiring continuous action to insure the site maintained all levels of DELL standards. Oversaw the reporting on agent’s performance, coaching on problematic trends to improve on agent key concentrations, and metric controlConducted A+ certification training with a 99.3% pass rate and DELL certification that includes computer software and hardware components. Coordinated an accelerated 2 week program for A+ certification

Master Of Science (Ms), Computer/Information Technology Administration And Management

Master Of Business Administration (M.B.A.), Information Technology

Bachelor Of Science (Bs), Business, Management, Marketing, And Related Support Services

Masters, Computer And Information Systems Security/Information Assurance

Masters, Information System And Technology Management