Cody Stokes Email & Phone Number

Raleigh, Nc, Us

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

United States

Works closely with external and internal stakeholders across all business units to improve the experience of all parties. Collect requirements from internal and external stakeholders.Create stories for new features and modules.Work with Product Director on new product and feature opportunities.Communicate project status updates to stakeholders both internal and external, where appropriate.Connect with stakeholders to collect feedback on newly released products.Coordinate feedback conversations to understand how we can improve quality of life for customers and the business.Translate feedback and actionable tasks and goals for Dev and Product team.Participate in SCRUM meetings.Participate in Sprint Planning and Review meetings.Work directly with Project Managers to ensure products will meet stakeholder requirements.Coordinate with Client Success, Project Managers, Director of Product and Dev leads to perform product rollouts.Collect and analyze customer feedback and usage data to determine how we can improve platform adoption and drive healthy customer habits.Lead and participate in QA and UAT testing of new features, apps and fixes.Coordinate defect reports with Dev .Test scenarios as defined by the business.Coordinate end user testing of new features.Run beta and pilot programs with early-stage products and samples.Perform product demos to customers.Work with external third parties to assess partnerships and licensing opportunities.

Raleigh-Durham, North Carolina Area

Provided white glove support to largest tier 1 clients. Onboarded new clients into the app.Hosted on-demand and prescheduled client facing training webinars. Built and maintained client facing documentation and internal cross-functional knowledgebases.Deployed and maintained multiple onboarding tools, client support and project management applications. Proactively identified areas of cross-functional improvement and executed projects to implement improvements.

Raleigh-Durham, North Carolina Area

Provided white glove support to high touch clients. Onboarded new clients into the app.Hosted on-demand and prescheduled client facing training webinars. Built and maintained client facing documentation and internal cross-functional knowledgebases.Deployed and maintained multiple onboarding tools, client support and project management applications. Proactively identified areas of cross-functional improvement and executed projects to implement improvements.

Raleigh-Durham, North Carolina Area

Assisted businesses of all sizes and types drive down cost and improve efficiency by leveraging Cloud based solutions. Worked with a wide range of product types including email, storage, hosting (web and server) and security. Specific products include, but are not limited to Google apps, Microsoft Office 365, RackSpace, GreenCloud, McAfee Email encryption and Endpoint Security, BetterCloud, Backupify, and Virtru. Configured, deploy and support these products as well as providing hands on training to our customers. During a transitionary period single handedly lead support for hundreds of organizations and thousands of users.See below for a more thorough breakdown of job duties: ● Daily tasks center around the research, configuring, deployment, and support of a wide range of hosted/Cloud based products such as, but not limited, to Google apps, Microsoft Office 365, McAfee, and Rackspace● Act as an escalation point for advanced issues or troublesome customers ● Migrate customer data utilizing applications such as Google Apps Migration for Microsoft Exchange and Outlook● Setup new cloud email solutions via Google Apps and Microsoft Office 365 panels● Utilize Powershell scripting to configure Office 365 tenants per customer requirements ● Provide full, direct and hands on customer support for all offered applications and services ● Deploy new cloud servers through Rackspace and Greencloud● Manage RapidSSL cert creation and renewals ● Manage hosted DNS through providers such as GoDaddy and Network Solutions ● Develop processes for handling and supporting customers to ensure best possible resolution and customer satisfaction● Assist customers with data/user recovery and action plan to prevent loss of data in the future● Write new and update existing customer facing KB articles and internal process documentation● Develop new processes to improve agent efficiency, ensure continued high quality support, and accommodate for new products

Raleigh, North Carolina

Helped businesses of all sizes and types drive down cost and improve efficiency by leveraging Cloud based solutions. Primary goal was to make it easier for a customer to run a business by harnessing the power of the Cloud. Worked with a wide range of product types including email, storage, hosting (web and server) and security. Specific products include, but are not limited to Google apps, Microsoft Office 365, RackSpace, GreenCloud, McAfee Email encryption and Endpoint Security, BetterCloud, Backupify, and Virtru. Configured, deploy and support these products as well as providing hands on training to our customers. See below for a more thorough breakdown of job duties: ● Daily tasks center around the research, configuring, deployment, and support of a wide range of hosted/Cloud based products such as, but not limited, to Google apps, Microsoft Office 365, McAfee, and Rackspace● Act as an escalation point for advanced issues or troublesome customers ● Migrate customer data utilizing applications such as Google Apps Migration for Microsoft Exchange and Outlook● Setup new cloud email solutions via Google Apps and Microsoft Office 365 panels● Utilize Powershell scripting to configure Office 365 tenants per customer requirements ● Provide full, direct and hands on customer support for all offered applications and services ● Deploy new cloud servers through Rackspace and Greencloud● Manage RapidSSL cert creation and renewals ● Manage hosted DNS through providers such as GoDaddy and Network Solutions ● Develop processes for handling and supporting customers to ensure best possible resolution and customer satisfaction● Assist customers with data/user recovery and action plan to prevent loss of data in the future● Write new and update existing customer facing KB articles and internal process documentation● Develop new processes to improve agent efficiency, ensure continued high quality support, and accommodate for new products

Morrisville, Nc

Duties center around delivering customer focused support to remote clients who utilize Cisco’s Unified Communications Manager and Unity. Primary responsibilities include configuring, setting up and tearing down of Cisco phones and Unity accounts, determining course of best resolution per case, client education and training, and team workload management. Works with other teammates and leads on a regular basis to ensure existing documentation remains current in relation to workflow and provide training where necessary. Work is done remotely via the CUMC’s web interface. Direct customer communication via email, IM and phone is a regular part of this job. Excellent customer support is always expected and delivered to our clients. Handling client requests in a timely manner within the designated SLA is key to success in this role along with the quality of work being performed.

Cary, Nc

Primary role consisted of end user support in a fast paced, customer-facing environment. Areas of support included Active Directory, networking, workstation, and game consoles. Was also involved in triaging with other departments and team leads to develop new processes and ensure existing processes were followed. Building good rapport with staff was a must in the success of this position. Thus interactions with all personnel were professional, courteous and follow ups were performed in a timely manner. It was personally important to make the user feel valued by showing concern and care for a users’ request or issue. Was responsible for the organization of workstations within Active Directory. Network support consisted of troubleshooting inactive or malfunctioning jacks and switch ports, improper IP address/VLAN assignments on workstations and game consoles and reorganizing of switch closets to ease cabling congestion. Deployment of new hardware and reclaiming of old hardware was a daily task. All changes to hardware assignments were consistently updated in Dell Kace management solution to ensure proper tracking of assets throughout the company. Workstation support tasks included troubleshooting software and hardware issues with Windows 7 and Mac OSX devices. Software support involved imaging workstations for new deployments, application installation and license configuration, setting up new license servers and troubleshooting issues with applications such as MS Office suites, Symantec products, web browsers and system drivers. Hardware support focused on troubleshooting all aspects of Dell, Lenovo and HP workstations, monitors and other peripherals. Would work with manufacturer support to replace faulty hardware in a timely fashion. Game console support focused on replacement of faulty units, setting up of new systems and delivery of essential accessories for the users to perform their duties.

Durham, Nc

Responsible for installing, configuring, diagnosing, repairing and maintaining desktop and laptop computer hardware, as well as installing and supporting computer software and peripheral components within a standardized environment. Adhere to HIPAA, FDA and other industry standard regulations. Provide top level executive staff, VP's and chancellors with top tier support.

Raleigh-Durham, North Carolina Area

Duties were to oversee the daily performance of computer, server and network systems, installing, configuring, testing, maintaining, monitoring, and troubleshooting end user workstations, network hardware, virtual machines and software. Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, appropriate software and peripherals. Solely responsible for providing excellent technical and customer support to over 80 employees within the organization to ensure smooth daily operations and peak productivity. Said duties and responsibilities centered around the support of OS X 10.7 and 10.8, iOS, Android, Mac computers and other Apple hardware such as iPhones and iPads. Was also responsible for the implementation, configuration and administration of all network hardware ranging from Cisco switches, access points and firewalls. Server administration consisted of a mixed environment containing Windows, Mac and Linux servers.Developed training materials and procedure documents and trained users in the proper use of hardware and software., prepared evaluations of software, hardware and other solutions to recommend improvements or upgrades in an effort to improve employee and system effectiveness. Created and maintained documentation regarding network schematics, procedures, passwords, and other pertinent systems administration information. Common support tasks include new user training with Mac computers, providing fast and courteous customer service focused support to users, resolving IT issues in a timely and professional manner, distributing, installing and troubleshooting software such as operating systems, Microsoft Office 2011, common web browsers and Lotus Notes. Other task include configuring temporary systems for use during project shoots, installing and setting up virtualization with Parallels and building custom system images for testing and distribution through OS X Server.

Raleigh, Nc

Responsibilities as the IT Support Technician included working with over 600 employees nation wide in troubleshooting and resolving of hardware, software and network issues with Macs, PCs and mobile devices. At that time 80% of the computers in the field consisted of various Mac computers running a mix of Windows 7, OS X 10.6 and OS X 10.7. Most computers running OS X were also setup with Windows 7 or Windows XP in a virtualized environment using VMware Fusion or Parallels. Upon setup all computers were joined to the Active Directory domain, configured with the necessary network shares, VPN, printers, email access, applications and user preferences. Crossover was used on some systems to run custom Windows specific applications in the event the user did not wish to have Windows virtualized on their Mac. Software support consisted mostly installing, configuring and troubleshooting of operating systems, web browsers, hardware drivers, ACAD, virtualization solutions, Microsoft Entourage, Office 2010 and 2011 and other various Mac and Windows applications.Daily duties required providing responsive remote and onsite multi-platform OS and hardware support for sales engineers, corporate administrative staff and manufacturing personnel with an extremely customer service focused attitude. Such support duties called for the installing and configuring new laptops, desktops, and miscellaneous peripherals for existing and new personnel, troubleshooting various complex network, software and hardware issues, managing and maintaining the user device inventory system and routing support tickets to appropriate departments to ensure timely problem resolution.

Hilton Head Island, Sc

Was responsible for working with over 700 businesses and individuals by providing consultation, desktop, server and network support services. Was tasked with coordinating and repairing in-warranty and out-of-warranty Mac hardware and software. Worked face-to-face with customers during the process of gathering information, determining the scope of the problem, formulating a plan of action and executing the plan while thoroughly documenting all activities in a customer relations management system for the purpose of billing and record keeping for future reference. This was specifically a customer-facing role that required the highest levels of excellence in customer service and support in order to ensure all customers were thoroughly pleased. Daily duties required hands on hardware and software support for all systems that entered the facility along with providing remote support by means of telephony and remote access programs such as TeamViewer and RDP.On a daily basis would work on older and newer Macs running OS X 10.3 through 10.6 on both PowerPC and Intel based systems. Hardware services ranged from replacing memory and peripherals to performing entire complex and intensive hardware swaps with all styles of consumer Mac computers. Software services included the installing, removing, troubleshooting and resolving of complex issues with Windows and Mac operating systems and various applications such as common web browsers, instant messaging programs, Microsoft Entourage, Office 2008 and 2011, and other consumer and business related software. The position also required the training in and use of Apple Service Diagnostics along with reading and understanding Apple Service Manuals to ensure proper diagnosis and error resolution for customer systems.

Beaufort, Sc

My responsibilities included traveling to customer businesses or homes in order to troubleshoot more complex issues first hand. I would work face-to-face with customers in during the process of gathering information, determining the scope of the problem, formulating a plan of action and finally executing the plan. Once the issue was resolved I would document the changes and resolution in order to provide thorough notes for future reference. My duties in-house included remote support via telephony and remote access programs such as RDP and TeamViewer. I would also perform hands on work in resolving hardware and software issues on systems that were delivered to our facility.

Bachelor Of Science In Information Systems, Network Security

Bachelor Of Science, Internetworking Technology

Associates, Engineering Technology/Electronics Technology