Baden Piland Email & Phone Number

Remote

* Serve as Lead Support Engineer of our enterprise level support team* Track key metrics and data to influence and develop new policies and procedures* Coordinate and manage internal and external projects, upgrades and security patching.* Administer, deploy, and service cloud-hosted Linux and Windows application and database servers* Cloud data center administration in IBM Cloud and GCP* Utilize Ansible / AWX automation* ZenDesk ITSM administration, configuration, and customization* Administer IBM Collaborative / Engineering Lifecycle Management app suite* Provide first response and action for customer incidents, maintenance, and change requests* Coordinate and collaborate with business partners and engineering teams to investigate, remediate, and resolve issues* Provide written correspondence with technical customer contacts* Build and maintain an excellent level of product and application knowledge* Contribute to the internal knowledge base* Participate in on-call rotation for off-hours incident response

Raleigh-Durham, North Carolina Area

• Consistently contributed key performance metrics including efficiency on queue, customer service scores, and technical expertise.• Maintained detailed documentation of customer issues, resolutions, and troubleshooting steps.• Continuously trained and tested in Apple’s rapidly changing hardware, software, and services certifications.• Mentored technicians in systematic troubleshooting, customer service, and repair proficiency.• Led several team initiatives, including new customer experience strategies, pilot programs, and troubleshooting processes.• Served on the Information Systems & Technology team to deploy and maintain store technology in a new Apple Store opening.• Supported high volume of customers in a fully remote role while our store was closed due to COVID-19, and consistently led the team in customer satisfaction scores and performance metrics.• Facilitated initial technical training for new employees.

Raleigh-Durham, North Carolina Area

• Hired as the first dedicated support specialist and established the position responsibilities. • Trained a team of 3 employees in technical customer support.• Supported multiple advanced financial services software suites.• Served as UAT and quality assurance tester for engineering team.• Worked with project managers to implement new features and fixes based on customer feedback.

Cimarron, Nm And Ely, Mn

• Guided multi-day backpacking trips• Led and coordinated multiple outdoor programs.• Trained and supervised teams of 8-11 rangers.• Served as Operations Commander and Leader for Philmont Search and Rescue Team.

Elon, Nc

• Set up, maintained, and supported multiple Mac computer labs, servers, and faculty devices. • Supported and mentored students in Adobe Creative Suite and Apple Pro Apps.

Burlington, Nc

•Provided high-quality customer service in multiple roles.•Served as marketing assistant in the field on multiple events•Consistently trained and mentored team members