Owner/Master RoasterRoast Specialty Coffee and Consult/Educate on Profile Development of Coffee.

Leads a high-performing team of 12 engineers in the daily responsibilities of operations group for single-tenant platform, ensuring seamless integration of development and operations activities in alignment with Ping Identity's strategic goals. Collaborates closely with cross-functional teams to synchronize product roadmaps with business objectives and customer demands, ensuring timely and successful product deployments.Orchestrated the optimization of CI/CD pipelines, resulting in a reduction in deployment times and an increase in release frequency, leading to heightened operational efficiency.Leads the orchestration of upgrades across 500+ environments, implementing a streamlined process that minimizes downtime and ensures seamless transitions.Establishes and enforces security best practices in collaboration with our security group, leading to full compliance with industry standards and a reduction in operational vulnerabilities.Mentors team members, cultivating a culture of continuous learning and professional development, driving increased productivity and job satisfaction within the operations team.Manages critical customer escalations, providing timely and effective resolution while maintaining high levels of customer satisfaction and trust.Functions as Incident Commander, leading rapid response efforts during critical incidents, and overseeing Incident and Root Cause Analysis (RCA) duties to prevent future recurrences.

Monitor the health of premier accounts. Learn the historical feedback and expectationsOrganize ongoing support case reviews and ensure prioritizationEducate customers on best practices and learning opportunitiesEnsure customer needs and case Service level agreements are metOversee / communicate post mortem activitiesMonitor trends and design processes to improve customers' experienceOrganize follow-the-sun handovers across regionsWork with Engineers to understand customer prioritiesContribute to the management of working processesParticipate in Quality Calibration sessionsCritical Incident Management (Escalation Management)Manager on-call weekend rotationWork with other teams to strengthen Partner / PS / CS relationshipsCreate and refine process, ensure that Support team needs are metCoordinate resources, providing internal and external executive communications

Responds to customer inquiries, triage issues, identify scope and gather information to ensure cases are properly documented. Responsible for researching functionality and usability related issues; working with customer’s IT personnel to understand the nature of the issue and communicate steps to resolve and/or consult and escalate to the next tier when needed. Responsible for SME understanding of full product family and up-training of Jr. Support Engineers.Other responsibilities of the role include conducting right to service check and answering basic questions on common issues. As well as contribute to both knowledge base as well as online community.

Responds to customer inquiries, triage issues, identify scope and gather information to ensure cases are properly documented. Responsible for researching functionality and usability related issues; working with customer’s IT personnel to understand the nature of the issue and communicate steps to resolve and/or consult and escalate to the next tier when needed. Other responsibilities of the role include conducting right to service check and answering basic questions on common issues. As well as contribute to both knowledge base as well as online community.

The Society of Cable Telecommunications Engineers or SCTE is a non-profit professional association for the advancement of technology, standards and workforce education related to cable telecommunications engineering.

Responsible for providing off-phone support for escalated customer issues and following up on outages and technical field operations. Assists new technicians by offering subject matter expertise and coaching. Troubleshoots issues to identify appropriate resolution for all residential products (Video, Internet, VOIP and Home Security). Resolves customer escalations from senior leadership, strategic accounts support team, and advanced voice retention. Completes project work as needed such as chronic caller list, and root cause analysis. Acts as technical specialist within own area. Serves as Leadership on center floor and performs Supervision. Reviews and provides developmental coaching based on KPI metrics and ensures business compliance. Manages projects through complete life cycle from on-boarding through final reporting and closeout. Maintains communication with key stakeholders and ensures that all business units remain on the same page as to operational goals. Assigns and delegates key tasks to business units and monitors progress on deliverable. Provides “big picture” as well as granular reporting on key project milestones and metrics.

Responsible for taking technical support calls from customers and troubleshooting to identify appropriate resolution for all residential services such as video, internet and home security. Verifies network outages and escalate to appropriate fix agents to ensure timely resolution (Tier 2, field operations etc.) with a primary emphasis on a quality first call resolution. Accurately documents problems including detection information, diagnostic results and repair information by utilizing trouble ticketing systems, customer portals and network monitoring tools. Uses multiple software systems and applications to ensure customer service orders and repair tickets are completed accurately and on-time. Works with moderate supervision/guidance. Is accountable for individual results and impact on team.