Benjamin Sipe Email & Phone Number

Waconia, Mn, Us

Napa, Ca, Us

Waltham, Massachusetts, Us

Head of Support & DevOps for a software development company in the Pharmaceutical industry. Their products helped customers be compliant with global medical authorities from R&D to pharmacovigilance.* Implemented monitoring dashboards that reduced customer major incidents by 300%* Created a Crisis Management team and SOPs which provided internal visibility where there was none, monthly reporting of major incidents and critical findings, and reduced mean time to resolve by over 1,000%* Launched customer-facing status page which reduced incoming tickets associated with Sev1 incidents by 200%* Restructured department and SOPs reducing ticket backlog by 20% and trimming the number of ‘red accounts’ by half preventing the churn of at least three multi-million-dollar accounts* Created a dedicated DevOps team from Professional Services and established SOPs and release management processes* 100% on-time delivery for releases* Teams located in the United States, Slovenia, Croatia, Hungary, India, and Japan

Wilmington, Ma, Us

Transitioned to DevOps leader over the company’s largest line of business and focused on implementing strategic process improvements to improve DevOps operations.* Established new incoming ticketing procedures and Kanban boards to make work visible to cross-functional partners and improved team velocity by 100%* Prioritized work from cross-functional teams including Product Managers, Architects, Software Engineers, Information Security, QA, and other technical staff*Streamlined release process, cutting steps in half

Wilmington, Ma, Us

Managed technical support Levels I, II, and III across 3 of 4 lines of business growing the support team from 12 to 100+ solutions specialists and supporting over 30 new products while facilitating long-term strategic customer relationships.* Improved CSAT by several points on a ten-point scale and improved response rate from <1% to >20%* Integrated five acquisitions onto our internal systems and SOPs* Maintained excellent KPIs as the on-site team moved virtually for the first time due to the pandemic* Monitored team execution of client projects and activities, status reporting, issue management, and client service level outcome alignment and led a staff augmentation initiative resulting in cost reductions of ~25%

Wilmington, Ma, Us

Served in the critical role of last-mile operations before tax engine software moved into development and provided major global retailers and e-commerce customers with scalable SaaS sales tax solutions under the enterprise and corporate tax umbrellas. * Developed the Crisis Management Team improving mean time to recovery (MTTR) from days to hours/minutes and implemented organizational improvements enhancing the employee experience resulting in a 100% eNPS score* Managed Levels III technical Support across three of four company verticals including sales tax, beverage and alcohol tax, and tax reporting for corporate/enterprise tax filing activities in the U.S., Canada, Quebec, and Puerto Rico* Assisted customers in navigating and using applications, gathered customer requirements to determine and create custom solutions to complex business issues and established support teams and best practices for 10+ acquisitions * Created and trained the support management team to resolve escalated customer issues and function without the oversight of the Solutions Engineer Manager and to operate in a self-sustaining capacity

Wilmington, Ma, Us

Managed a team of 10+ Solutions Engineers and liaised with V and C-Level executives serving as the primary technical Point of Contact (POC) and Crisis Manager for clients during the implementation process and throughout complex resolution management.* Worked with teams throughout the project phases and transfer of customer account management responsibilities and provided support to the Support and Services team offering guidance and technical expertise to the clients and teams * Spearheaded process improvement initiatives utilizing merger and application tools, provided training for internal and external partners on the usage of the software, and established best practices for specific business needs of the customer

Wilmington, Ma, Us

Promoted to the Technical Project Manager serving as the technical lead for new SaaS customer implementations and liaised with V and C-Level executives managing accounts for JP Morgan Chase and American Express to align customer needs with solutions.* Managed tax reporting projects for key enterprise accounts and ensured the reporting accuracy of multi-billion-dollar year-end tax data ensuring all information meets Six Sigma standards of excellence* Coordinated cross-functional teams throughout the project lifecycle, ensured SaaS projects are completed on time with a high level of quality and customer satisfaction and served as an escalation point for assigned accounts

Wilmington, Ma, Us

Delivered critical customer data for internal data processing and partnered with business users and clients to understand individual needs while providing integral information to the data processing services performed for unclaimed property clients.* Acted as a Subject Matter Expert (SME) and business partner to develop custom queries and solved unique client situations, improved data quality, and contributed to the correct acquisition of new data* Perform SQL queries to convert and validate data for use in internal systems while maintaining data inquiry and accurately mapping and importing raw client data files into appropriate databases

San Francisco, California, Us

Assisted software developers with implementing ad solutions to monetize free applications, monitored key accounts to analyze KPIs and SDKs performance, and hosted an ad exchange platform to enable ad companies and paid customers to negotiate rates on the platform.* Assist with calibration and tuning of the applications and communicated product positioning to internal partners and clients to determine the optimal application launch timing ensuring clients receive a high-value return for their product* Conducted lectures at multiple industry events focusing on game design, monetization optimization, and UX design and analyzed the Configuration Profile (CP) functionality to raise and maximize conversion rates

Agoura Hills, Ca, Us

Managed deliverables from software developers for distribution on console, PC, handheld, and mobile platforms. Managed up to eight title projects across multiple platforms concurrently with budget management responsibilities of $100K-$3M for each project. Met with licensing teams and creative directors to obtain permissions and ensure licensing compliance with owners.

Us

Served as a Help Desk Analyst managing day-to-day operations utilizing AD, Exchange, Tandem, and Remote Connection and supported 400+ team members, 20K+ external accounts, and 6K truck stops. Processed all end-user requests to ensure customers can accomplish business tasks and prioritized and escalated problems to the appropriately experienced technician.