Jack F. Email & Phone Number

Austin, Tx, Us

Austin

Responsible for handling customer escalations for DLP and Endpoint products not resolved by top-tier technical support teams. Act as the key liaison between technical support and global software development organizations representing several products.-Technologies: Python, C#, Jira, Confluence, Perforce, SharePoint, AWS, SQL, Salesforce-Review code and engage appropriate teams to resolve escalations-Make changes to code directly-Train technical support staff on our product… Show more Responsible for handling customer escalations for DLP and Endpoint products not resolved by top-tier technical support teams. Act as the key liaison between technical support and global software development organizations representing several products.-Technologies: Python, C#, Jira, Confluence, Perforce, SharePoint, AWS, SQL, Salesforce-Review code and engage appropriate teams to resolve escalations-Make changes to code directly-Train technical support staff on our product suite-WINNER of 2019 Hackathon Show less

Austin, Tx

Transformed the software development (including QA and Docs) team for the industry leader in Continuous Emission Monitoring Systems (CEMS) into an effective Agile driven team. Provided routine guidance and product expertise to the team. Evaluated and improved CI/CD pipeline. Delivered quality software to stakeholders. Interfaced directly with customers to hear concerns and give forecasts on product changes. Acted as the cross-functional liaison between software engineering and other… Show more Transformed the software development (including QA and Docs) team for the industry leader in Continuous Emission Monitoring Systems (CEMS) into an effective Agile driven team. Provided routine guidance and product expertise to the team. Evaluated and improved CI/CD pipeline. Delivered quality software to stakeholders. Interfaced directly with customers to hear concerns and give forecasts on product changes. Acted as the cross-functional liaison between software engineering and other departments. Show less

Austin, Tx

Responsible for meeting routinely with the product owner and customers to determine needs and priority for new and existing feature areas of our product. Built and groomed product backlog. Also served as a liaison to the business as well as to external customers regarding new features and changes.

Austin, Tx

Served on the front-line support team in a single-tier customer service environment. Solved customer issues that involved the highest level of technical and regulatory complexity.Conceived, implemented, led, and managed ESC's first formal training program for new implementation and support engineers which greatly shortened ramp up for our many highly complex products.Extended my role to create and lead several highly profitable training programs for customers.

Columbus, Oh

Managed internal help desk operations for Ohio’s only Komatsu heavy machinery dealership. Transformed a "mom and pop" help desk line into a highly effective and accountable internal support department. Mentored junior personnel in process and troubleshooting. Performed network and server administration. Responsible for computer and network technology for all 11 branches throughout the state.

Dublin, Oh

In this highly cross-functional role I was responsible for detailing the needs of the business and effectively communicating them to our contracted development team (Tata Consulting Services). Conceived, designed, led, and implemented a process change for transferring ownership of 1+800 numbers saving significant time and resources. Acted as the key liaison to support the relationship between Qwest and their newly divested company.

Bachelor'S, Communications

Master'S, Mant, 4.0