Jeff Evans Email & Phone Number

Nashville, Tn, Us

Lead the Global Service Desk, Technical Client Advocates, Technology Services Center and Workplace Technology teams to serve our industry leading SaaS background service business that provides much needed security, integrity and confidence to the hiring process.

At this time I am actively seeking a new leadership position in Tech Support or Customer Experience in a small to mid sized company where I can make a meaningful impact and help grow the business.Target Corporate Culture - Growing company with a passion to be the best at what it does - Executives value strength of character and service excellence - Corporate events foster teamwork and service to the local communityI have experience working with startups and taking their customer support teams to the next level and I enjoy building teams and identifying team member strengthens and then releasing them to utilize them to their fullest.

Aliso Viejo, Ca, Us

Lead the Information Management PSO team to continually improve our service delivery while helping our customers articulate value in our products. Customers have trusted Quest with their data for years in products like Shareplex, Foglight for Databases, Spotlight, Stat, Toad and Toad Data Point. Whatever we can do to help realize your return on investment of our products to save time, money and reduce the distractions of being reactive to help you focus on growth and the next innovation.Achieved 214% Quota in FY18 against a $1.05M PSO bookings target. Earned President's Club.Achieved 125% Quota in FY19 against a $2.42M PSO bookings target. Earned President's Club.Responsible for both Data Protection and Information Management PSO in 2016.

Aliso Viejo, Ca, Us

Lead the Global Data Protection support teams, leading 100+ people located in Aliso Viejo, San Diego, Costa Rica, Austin, Chicago, Reston, Halifax, Ireland, London, Singapore & Japan.Quest Software was acquired by Dell in 2012. Dell divested Quest to private equity in 2016.Key products are Rapid Recovery, AppAssure, NetVault vRanger, Ocarina/DR6000 and LiteSpeed for SQL Server. KPIs for our enterprise support are CSAT, NPS, SLA, KCS, demand reduction, 5% cost/rev & time to relief.We have embraced the KCS methodology as a team for workflow and knowledge sharing. We utilize an ownership model with intelligent swarming for collaboration. Having fun while helping customers. Led the vRanger team through an integration on to the Quest platform and processes in July 2011 and realized immediate return for our customers raising OSAT from 86.2% in 2011 to 94% in 2012 to 95.4% in 2013. Once into Dell we changed OSAT scale from 4pt to 11pt, rendering YoY to apples/oranges. Participated in formation of the Software Group within Dell merging Quest, KACE, Boomi, AppAssure and Sonic Wall into a single business unit. Represented AppAssure upon executive request. I also led a successful M&A implementation for Support Services bringing AppAssure onto the newly defined Dell Software in Feb 2014 leveraging Quest IP and processes to stabilize a startup in distress. Raised Overall Customer Satisfaction OSAT from 43% in 2013 to 95% in 2016. Raised Net Promoter Score (NPS) from lows -40% to +80% in 2016. Led the Quest Support divestiture from Dell to ensure a smooth transition for our customers. Negotiated terms of multiple commercial agreements to be mutually beneficial while protecting Quest IP and customer experience. Equipped global hardware support teams (Ocarina) including lab provisioning and procurement, education knowledge transfer and continuing a mutually beneficial partnership with the company that owned us for 4+ years.

Aliso Viejo, Ca, Us

Led our Global Database Support team covering Oracle, SQL Server, DB2, Sybase and MySQL products. Flagship products are Toad for Oracle, LiteSpeed for SQL Server, LiveReOrg, Spotlight and Performance Analysis. Was given the Toad for Oracle team after they finished 2006 at 89.6% OSAT, below our goal of 90%. We rose to 91.5% in 2007 and then led them to 3 consecutive years over 94% before being moved to Data Protection in early 2011. We finished 2008 at 94.1%, 2009 at 94.3% and 2010 at 94.5% Overall Customer Satisfaction based on sending surveys for every closed Tech Support service request.Americas Support organization was 40 people including 4 manager direct reports (3 people, 1 escalation) with segmentation between our DBA centric tools and our SQL Development tools aligning technology stack expertise to stripe across to benefit the whole.Led the KCS Program through a re-launch that involved refreshing all current teams on philosophy and methodologies resulting in a sustained 100% increase in knowledge articles published worldwide in the ensuing year and ongoing positive ROI. Empowering everyone to capitalize on the collective knowledge and expertise of the whole, improving our customer resolution times and saving time and money.M&A Integrations Led for Support during this period:Foglight ------------> Performance MonitoringSitraka --------------> Java and Performance MonitoringeCritical ------------> Network Performance Appliance Lecco Tech ---------> SQL Tuning and OptimizationImceda --------------> SQL Server Backup & RecoveryVizionCore ---------> Virtualization Data ProtectionBakBone ------------> File Based Data Protection

Aliso Viejo, Ca, Us

Managed Tech Support for our Oracle, SQL Server and DB2 database products, such as Spotlight, I/Watch, SQLab Vision, Space Manager, LiveReOrg, Quest Central and Database Analysis. Started with a team of 8, grew to 17 team members, leading all aspects of customer service which was foundational to the strong rapport Quest Support developed with our customer base. This role covered people management, product release management and escalation management for 40 products.

Aliso Viejo, Ca, Us

Team lead for our database and monitoring products, this role was essentially an apprentice support manager and the term was a year for the apprenticeship.Learned how to manage and supervise people to coincide with my natural leadership abilities. Primary duties were hiring as this was the beginning of a high growth time for Quest as we were going public and expanding our scope.

Aliso Viejo, Ca, Us

Began my career at Quest as a Support Engineer for SQL Navigator for Oracle. Quickly learned 10 products in my first 10 months including Schema Manager, Space Manager, SQLab and a few other database products that have since gone to pasture. Worked with a small team on the database products and quickly assumed a leadership role within Tech Support as the database support team expanded from 3 people to around 11 people within this first year. At this time in 1998 Quest Support was 17 people and the company had about 200 people.

Started out as the in house Network Admin (Novell 3.1.1 and WinFrame on OS/2) for this systems integration house which services midrange to network to pc related issues. When they needed someone in the field to meet a 4 hour contract call about 2 months into the job, they gave me the part and the kit and I became a field technician as of that day. Lots of defense and legal contracted accounts, so work ranged from swapping Eagle drives or tape drives on a mid range system to converting companies from DOS to Windows to implementing Document Management Systems for law firms and municipalities in Century City, Santa Monica, South Orange County, Riverside and San Diego. I moved up to the top ranks of the field techs within a year.Certifications held for this position were Novell CNA, PC Docs Certified Engineer, and iManage Certified Engineer.

Education record

Education record