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.

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.

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.

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.

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.

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.

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.

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.

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.

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.