Ashley Cooper Email and Phone Number
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I've been in the IT channel for over 15 years, starting out as a Dispatcher & Helpdesk Support at a local MSP. That's where I found my love for figuring out how all the tools best fit in order to support ours and our clients needs.After four years there, I moved into consulting for other MSPs, helping them get the most out of their tool stacks, acting as a virtual administrator, and providing holistic reporting solutions.In 2017, I brought my knowledge and experience supporting all aspects of an MSP's organization to Auvik Networks, where I played a key role in strengthening partner relationships and driving genuine value based on understanding our customers needs.I spent 2022 helping MSPs to improve their billing processes at Gradient, before joining Rewst in 2023 to support the scaling of their customer education and community initiatives for growth.I am an advocate for and an active member and moderator of several popular MSP communities, in addition to regularly facilitating various product user group meetups.My technical skillset includes expertise in MSP software such as ConnectWise (Manage, Automate & Sell), IT Glue, and Auvik, as well as customer operations and product management tools such as Salesforce, HubSpot, Pendo, Full Story, and Gainsight. Additionally, I have experience in reporting and analytics tools such as Looker, Stitch, FiveTran, and Snaplogic, and have additional experience in T-SQL, HTML/CSS/JS, and Rest APIs.
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CooCyberdrain Aug 2024 - Present
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Community & OperationsCyberdrain Jan 2023 - Aug 2024Focused on making CyberDrain's community-led and open source software more accessible, boosting engagement and advocacy while paving the way for growth.
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Vp, CommunityRewst Aug 2024 - PresentTampa, Fl, Us -
Vp, Customer ExperienceRewst Jan 2023 - Aug 2024Tampa, Fl, Us
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Board MemberMspgeek, Inc. Apr 2021 - Present., UsMSPGeek is a free community helping support all types of solution providers, providing a safe and knowledgeable environment where technicians and executives alike can use the combined knowledge of the IT Channel to assist them in their day to day roles. Join us on Discord today: discord.gg/mspgeek -
Share FacilitatorThe It Nation Sep 2013 - PresentTampa, Florida, Us -
Director, Partner ExperienceGradient Msp Nov 2022 - Dec 2022Calgary, Ca -
Director, Experience OperationsGradient Msp Dec 2021 - Nov 2022Calgary, CaAs the Director of Experience Operations, my primary focus was to set the customer and internal teams up for success by ensuring the smooth operation of customer-facing processes and initiatives. I worked closely with cross-functional teams to ensure that customer needs were met and that internal processes were efficient and effective. Additionally, I was responsible for developing and managing key performance metrics, and leading continuous improvement efforts to drive business growth and customer loyalty.
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Senior Cx Operations ManagerAuvik Networks Inc. Apr 2021 - Dec 2021Waterloo, Ontario, CaLeading Auvik's customer experience initiatives, I'm focused on bridging the gap between our customers and internal processes by leveraging my understanding of the technology and operational structure required to meet our customers' unique needs.Through the implementation of a clear vision for Auvik's customer journey and the continual testing of new strategies for driving value through outcome-based segmentation, I'm able to design and implement improvements to the customer's overall experience, while championing opportunities to create remarkable ones. This ultimately leads to increased customer satisfaction, loyalty, and advocacy for the brand. -
Senior Partner Operations ManagerAuvik Networks Inc. Apr 2020 - Apr 2021Waterloo, Ontario, CaAfter developing the framework for the Partner Operations team at Auvik, I successfully established and executed strategies to enhance the customer experience through the implementation of industry-proven best practices in omnichannel communication, product-led analytics, and ongoing engagement with the MSP community. My efforts resulted in the streamlined adoption and increased usage of our products, as well as an improvement in customer sentiment and identification of potential risks.
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Partner Operations Program ManagerAuvik Networks Inc. Oct 2018 - Apr 2020Waterloo, Ontario, CaAfter successfully supporting the growth of Auvik's Partner Success team from one to five, I shifted my focus towards broader engagement strategies. My responsibilities included identifying and launching experiments to enhance the customer experience, as well as identifying gaps in product adoption and sentiment. By aligning program initiatives with the desired outcomes of our MSP partners, I ensured that all customer-facing teams within the company were aware of our partners' goals and how we support them. Notable accomplishments include the launch of a customer success software for relationship management, designing and building a company-wide NPS program, collaborating with demand generation marketing to execute partner roadshows and promoting ongoing product adoption and awareness campaigns.
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Partner Success ManagerAuvik Networks Inc. Jan 2017 - Oct 2018Waterloo, Ontario, CaAs the inaugural member of Auvik's Partner Success team, I served as the liaison between the customer and internal teams. I established strong relationships with our partner accounts, gained a deep understanding of their challenges, needs, and goals, and collaborated with them to create actionable plans and performance metrics to drive growth and maximize the value of their Auvik subscription.
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Principal ConsultantSmart Owl Solutions Jul 2013 - Jan 2017Kitchener, CaAssist MSPs in maximizing their investment in their PSA/RMM/Quoting software, by acting as a Virtual Administrator and by providing custom reporting solutions.Assist clients by helping them to implement best practices to improve their efficiency and maximize productivity in both the use of their software and how it helps them to run their business. Develop and maintain custom SQL reports for on premise partners to extend the power of their data. -
Msp Solutions & Integrations SpecialistXylotek Solutions Inc. Aug 2011 - Jul 2013Cambridge, On, CaAs an Integration Specialist at Xylotek, my role was multifaceted. Internally, I was accountable for the maintenance and integration of all adopted applications and ensuring that business goals were understood and met across the organization. Externally, I played a vital role in the success of Xylotek's channel partner program by identifying our clients' needs, defining scope requirements, and developing and administering training to end-users. Additionally, I created business transformation audits to support intelligent business decisions for both Xylotek and our channel partners. -
Service Coordinator & Help DeskXylotek Solutions Inc. Nov 2009 - Aug 2011Cambridge, On, CaAs the Service Coordinator at Xylotek Solutions, I was accountable for receiving and responding to customer tickets, managing technician schedules, and ensuring all service issues and projects adhered to required SLAs to achieve 100% service delivery and customer satisfaction.In this role, I also supported Xylotek's effective rates across all managed service contracts by handling non-billable tasks as needed (e.g. change management, user helpdesk support, and renewals) and implementing enhancements and modifications that improved the quality of work, internal processes, and technology standards.
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Loyalty RepresentativeRogers Communications Inc. Jan 2009 - Nov 2009Toronto, Ontario, CaAs a Loyalty Representative at Rogers, my primary focus was to proactively manage and retain high-value customers through handling predictive churn calls, assessing their needs and offering tailored solutions to meet their unique requirements. I also assisted customers who were considering canceling their service by providing relevant retention offers and alternative options to meet their needs. I was responsible for ensuring that all promotions were delivered as promised and that quality standards were maintained throughout the process, while achieving and exceeding sales targets to drive revenue growth for the company. -
Teir 1 Technical SupportExeculink Telecom May 2006 - Dec 2007As a Tier 1 Technical Support Specialist at Execulink, I was responsible for providing technical support to residential customers for DSL, Dial-Up, Wireless, and VoIP services. My duties included troubleshooting technical issues and identifying recurring problems, reporting outages to the Team Lead and Operations department, testing and configuring modems and routers, and utilizing soft skills to communicate effectively with customers to resolve issues in a calm and professional manner.
Ashley Cooper Skills
Ashley Cooper Education Details
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Wilfrid Laurier UniversityGeneral -
Conestoga CollegeComputer/Information Technology Administration And Management
Frequently Asked Questions about Ashley Cooper
What company does Ashley Cooper work for?
Ashley Cooper works for Cyberdrain
What is Ashley Cooper's role at the current company?
Ashley Cooper's current role is Strategy | Community | ADHD-powered creativity @ CyberDrain, MSPGeek & Rewst.
What is Ashley Cooper's email address?
Ashley Cooper's email address is as****@****ewst.io
What is Ashley Cooper's direct phone number?
Ashley Cooper's direct phone number is +151921*****
What schools did Ashley Cooper attend?
Ashley Cooper attended Wilfrid Laurier University, Conestoga College.
What are some of Ashley Cooper's interests?
Ashley Cooper has interest in Science And Technology, Children, Education, Health.
What skills is Ashley Cooper known for?
Ashley Cooper has skills like Integration, Databases, Microsoft Sql Server, Project Management, Connectwise, Sql, System Administration, Labtech, Managed Services, Database Administration, Technical Support, Business Process.
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