Ivan Lay Email & Phone Number

Austin, TX, US

Indianapolis, Indiana, US

Sydney, NSW, AU

• 𝐉𝐢𝐫𝐚 𝐏𝐫𝐞𝐦𝐢𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐌𝐚𝐬𝐭𝐞𝐫𝐲: I led a 15-member team spanning Austin and San Francisco, driving top-tier support for key enterprise clients. Collaborated seamlessly with Brazilian counterparts to scale our customer.
• 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞-𝐋𝐞𝐯𝐞𝐥 𝐄𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐨𝐧 𝐂𝐨𝐨𝐫𝐝𝐢𝐧𝐚𝐭𝐢𝐨𝐧: I orchestrated escalations with global enterprise giants, swiftly resolving critical Jira outages through cross-functional collaboration. This effort significantly reduced.
• 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐓𝐫𝐚𝐧𝐬𝐢𝐭𝐢𝐨𝐧 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩: Guiding the organization through the challenging transition from Jira Server to Jira Data Center was a pivotal role I played. My strategic touch included orchestrating team.
• 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐯𝐞 𝐂𝐚𝐬𝐞 𝐑𝐞𝐯𝐢𝐞𝐰 𝐏𝐢𝐨𝐧𝐞𝐞𝐫: I spearheaded a groundbreaking case review process centered on team coaching, achieving notable localized success. Scaling this impactful approach across Atlassian support, I turned.
• 𝐊𝐞𝐲 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐎𝐯𝐞𝐫𝐬𝐢𝐠𝐡𝐭 𝐚𝐧𝐝 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐃𝐫𝐢𝐯𝐞𝐫: I personally oversaw a pivotal project improving customer migration from On-Prem to Cloud. The results were tangible – significantly boosted customer satisfaction and.

Sydney, NSW, AU

𝐄𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐨𝐧 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐒𝐭𝐚𝐧𝐝𝐚𝐫𝐝𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐋𝐞𝐚𝐝𝐞𝐫: I spearheaded a critical initiative to unify escalation processes across all Jira On-Prem service offerings. By centralizing internal escalations and help requests, I successfully eliminated service segmentation and improved operational efficiency. This approach significantly reduced the need for escalation.

Sydney, NSW, AU

• 𝐈𝐑𝐓 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐦𝐞𝐧𝐭 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐨𝐫: I developed and implemented a novel Initial Response Time (IRT) process that dramatically improved IRT for customer tickets, elevating it from 80% to an unprecedented 98%.
• 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐚𝐧𝐝 𝐓𝐞𝐚𝐦 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐀𝐝𝐯𝐨𝐜𝐚𝐭𝐞: Demonstrated exceptional leadership skills by effectively coaching and guiding six engineers through improvement plans, and seamlessly onboarded eight additional engineers.
• 𝐁𝐥𝐢𝐭𝐳 𝐓𝐞𝐬𝐭𝐢𝐧𝐠 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐏𝐢𝐨𝐧𝐞𝐞𝐫: I introduced a pioneering 'blitz testing' process in Jira 7, fostering proactive collaboration between the support team and developers pre-release. This initiative significantly enhanced.

Sydney, NSW, AU

• 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲 𝐚𝐧𝐝 𝐏𝐫𝐨𝐝𝐮𝐜𝐭𝐢𝐯𝐢𝐭𝐲 𝐂𝐚𝐭𝐚𝐥𝐲𝐬𝐭: I was the originator of a coaching role, which later became the template for the formal Team Coach position later used across Atlassian Support. I also led a specialized team of.
• 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐯𝐞 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐚𝐧𝐝 𝐓𝐨𝐨𝐥𝐢𝐧𝐠 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐫: I developed and gained senior leadership approval for a new ticket assignment process, SOP, and tooling. This innovation was pivotal in optimizing and unifying operations.

Atlanta, Georgia, US

• 𝐓𝐞𝐚𝐦 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐚𝐧𝐝 𝐌𝐞𝐧𝐭𝐨𝐫𝐬𝐡𝐢𝐩: I assumed a team lead role, where I mentored and guided fellow team members, fostering a collaborative and skill-enhancing environment.
• 𝐆𝐥𝐨𝐛𝐚𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐄𝐱𝐩𝐞𝐫𝐭: Provided round-the-clock technical support for our warehouse software to Enterprise customers worldwide, including major clients like Walmart, Best Buy, Sephora, and McLane.
• 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐒𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭: My role was crucial in ensuring the seamless operation of our proprietary software, which managed everything from warehouse product selection to truck routing. I was dedicated to.
• 𝐌𝐮𝐥𝐭𝐢𝐟𝐚𝐜𝐞𝐭𝐞𝐝 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐏𝐫𝐨𝐛𝐥𝐞𝐦 𝐒𝐨𝐥𝐯𝐞𝐫: Successfully resolved issues encompassing Linux, Unix, MS Windows, networking, MySQL, Informix, hardware, and Dematic's proprietary software.
• 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐈𝐧𝐭𝐞𝐫𝐟𝐚𝐜𝐞 𝐚𝐧𝐝 𝐈𝐬𝐬𝐮𝐞 𝐄𝐬𝐜𝐚𝐥𝐚𝐭𝐢𝐨𝐧: Actively interfaced with customers to ensure effective handling and escalation of software/hardware issues, maintaining high standards of customer service and problem resolution.
• 𝐂𝐫𝐨𝐬𝐬-𝐅𝐮𝐧𝐜𝐭𝐢𝐨𝐧𝐚𝐥 𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧: Collaborated closely with Project Managers and Software Engineers to identify and resolve bugs, support project executions, and conduct system deployments and upgrades.

• 𝐕𝐞𝐧𝐭𝐮𝐫𝐞 𝐂𝐚𝐩𝐢𝐭𝐚𝐥 𝐒𝐮𝐜𝐜𝐞𝐬𝐬 𝐚𝐧𝐝 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐏𝐥𝐚𝐧𝐧𝐢𝐧𝐠: I wrote a comprehensive business plan for Pulsr, successfully securing venture capital funding to kickstart our company's journey.
• 𝐀𝐩𝐩 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐔𝐬𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐃𝐞𝐬𝐢𝐠𝐧: Managed the development of two innovative smartphone apps from inception to launch. Played a key role in shaping the user experience, ensuring our apps were both intuitive.
• 𝐄𝐟𝐟𝐞𝐜𝐭𝐢𝐯𝐞 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 𝐚𝐧𝐝 𝐔𝐬𝐞𝐫 𝐁𝐚𝐬𝐞 𝐆𝐫𝐨𝐰𝐭𝐡: Crafted and executed marketing strategies, including in-person events, which rapidly expanded our user base from zero to ten thousand active users in Austin.
• 𝐖𝐞𝐛 𝐏𝐫𝐞𝐬𝐞𝐧𝐜𝐞 𝐚𝐧𝐝 𝐁𝐥𝐨𝐠 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭: I was responsible for designing and developing Pulsr's web presence and lifestyle blog. My efforts resulted in a significant increase in digital footprint, attracting thirty thousand.
• 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐚𝐧𝐝 𝐏𝐫𝐨𝐝𝐮𝐜𝐭 𝐕𝐢𝐬𝐢𝐨𝐧: As a co-founder, I steered the company's direction and contributed significantly to product development and marketing strategies, positioning Pulsr for growth and user engagement.

Jacksonville, FL, US

- 𝐂𝐨𝐦𝐩𝐫𝐞𝐡𝐞𝐧𝐬𝐢𝐯𝐞 𝐍𝐞𝐰 𝐄𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠: I was responsible for training all new employees at EIG in Austin, ensuring a solid foundation for their roles and a smooth integration into the company culture.- 𝐈𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐯𝐞 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠 𝐂𝐮𝐫𝐫𝐢𝐜𝐮𝐥𝐮𝐦 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭: Developed an engaging and interactive training curriculum for new employees that continues to be a vital.

Houston, TX, US

• 𝐖𝐞𝐛𝐬𝐢𝐭𝐞 𝐌𝐚𝐢𝐧𝐭𝐞𝐧𝐚𝐧𝐜𝐞 𝐚𝐧𝐝 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞: I efficiently fixed and maintained websites for hundreds of customers daily, ensuring optimal functionality and customer satisfaction.
• 𝐑𝐞𝐜𝐨𝐠𝐧𝐢𝐳𝐞𝐝 𝐄𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞: Selected from a pool of 800 employees, I was honored with the Employee of the Month award in March 2013, reflecting my dedication and exceptional performance.
• 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧: Consistently led the Austin office in customer satisfaction ratings for six consecutive months, demonstrating my commitment to providing outstanding service and support.

• 𝐖𝐞𝐛𝐬𝐢𝐭𝐞 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐌𝐚𝐢𝐧𝐭𝐞𝐧𝐚𝐧𝐜𝐞: I specialized in designing, building, and maintaining hundreds of PHP/MySQL websites, catering to a diverse range of client needs and business requirements.
• 𝐍𝐨𝐧𝐩𝐫𝐨𝐟𝐢𝐭 𝐎𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Assisted various nonprofit organizations in crafting their online presence, enabling them to effectively communicate their mission and engage with their communities.
• 𝐎𝐧𝐥𝐢𝐧𝐞 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐭𝐲 𝐁𝐮𝐢𝐥𝐝𝐞𝐫: Successfully built several online communities, each attracting tens of thousands of users. This achievement not only demonstrated my technical skills but also my ability to create engaging and.

Armonk, New York, NY, US

• 𝐇𝐢𝐠𝐡-𝐐𝐮𝐚𝐥𝐢𝐭𝐲 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲: Provided exceptional service to ThinkPad customers, expertly solving complex technical problems and proactively preventing new issues, ensuring customer satisfaction and loyalty.
• 𝐑𝐚𝐩𝐢𝐝 𝐀𝐝𝐯𝐚𝐧𝐜𝐞𝐦𝐞𝐧𝐭 𝐭𝐨 𝐄𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Demonstrated exceptional skill and adaptability by transitioning from end-user support to Enterprise support within just three months of assuming the role, reflecting my.

Arlington, Virginia, US

• 𝐓𝐞𝐚𝐦 𝐒𝐮𝐩𝐞𝐫𝐯𝐢𝐬𝐢𝐨𝐧 𝐚𝐧𝐝 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐄𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐜𝐞: Supervised a team responsible for operating and maintaining a crucial low-level radar feed, providing essential support to front-line soldiers.
• 𝐀𝐜𝐭𝐢𝐯𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐢𝐧 𝐊𝐞𝐲 𝐌𝐢𝐥𝐢𝐭𝐚𝐫𝐲 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬: Actively participated in the initial 2003 invasion of Iraq with the 4th Infantry Division based out of Ft. Hood, TX, demonstrating commitment and resilience under challenging.
• 𝐏𝐫𝐞𝐬𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐨𝐟 𝐌𝐢𝐥𝐢𝐭𝐚𝐫𝐲 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧𝐬: Presented a newly developed air defense system to military leaders and foreign dignitaries in Washington D.C., showcasing my ability to communicate complex technical information.
• 𝐑𝐞𝐜𝐨𝐠𝐧𝐢𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐎𝐮𝐭𝐬𝐭𝐚𝐧𝐝𝐢𝐧𝐠 𝐒𝐞𝐫𝐯𝐢𝐜𝐞: Honored with the Battalion Soldier of the Quarter award in 2005, reflecting exceptional performance and dedication to duty.
• 𝐂𝐨𝐦𝐦𝐞𝐧𝐝𝐚𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐌𝐞𝐝𝐚𝐥𝐬: Proud recipient of multiple commendations, including the Army Good Conduct Medal, National Defense Service Medal, Iraq Campaign Medal, Global War on Terrorism Service Medal, and Army Service.