Jacob Lee Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

Chicago, Illinois, United States

• Provided monthly KPI reviews of team performance to management team, identifying successes and opportunities for improvement.
• Collaborated with engineering teams to improve observability of product performance and optimize incident response workflows.
• Collaborated with Product and Enablement teams to operationalize and scale new feature releases and changes for optimal Support consumption.
• Partnered with customer success and engineering teams on incident escalations and… Show more
• Partnered with customer success and engineering teams on incident escalations and long-term customer engagements (Client Action Plans) to ensure optimal product performance and improve customer experience.
• Improved Change Request review/request lead times by organizing the Change Request Peer Review team.

• Expanded span from 5 to 11 L2+ senior support agents who fielded all incident escalations in the RelativityOne SAAS environment.
• Led project to add data in the CRM platform (Salesforce) to better track product performance
• Served as a major stakeholder and contributor on a project to update and align SOPs and training materials for Support reorg.
• Collaborated with Product and Engineering teams on the VPN Management Console rollout to ensure Product, Support and Customer… Show more
• Collaborated with Product and Engineering teams on the VPN Management Console rollout to ensure Product, Support and Customer readiness. Show less

• Managed RelativityOne Support Team, Span of 5 elite, L2+ senior support agents who fielded the most challenging incident escalations and long-term engagements to optimize product performance and customer experience.
• Achieved 33% improvement in team productivity (tickets closed) from Q1 to Q3.
• Produced training material for communicating effectively with internal and external customers.

Greater Chicago Area

• Managed Application Support Team which wrote SQL queries, programmed templates for document automation, and mapped data fields to automate integration with third-party systems.
• Developed KPIs and created executive reports for clients, capacity utilization analysis for management, and performance scorecards for staff.
• Improved SLA performance by 30% within 1 year.
• Improved training curriculum, wrote process document and updated knowledge base.

Greater Chicago Area

• Led large scale projects, such as the Microsoft System Center Configuration Manager build and enterprise wide Windows OS and Office version upgrades, focusing on efficient delivery with minimal impact on business.
• Oversaw and coordinated enterprise wide software update deployments to ensure software currency and security.
• Administered ITSM platform.

Greater Chicago Area

• Managed team of 10 technicians providing remote and onsite tier 1 support 24x7 for 1500 users, 25 sites.
• Implemented quality controls and self help options to increase efficiency and customer satisfaction.
• Formalized training and performance evaluation to drive improvement.

Greater Chicago Area

• Planned and executed strategic sourcing of IT hardware and software, and administered data, voice and wireless telecommunications accounts for a 2500 user base population across 31 domestic and 1 international sites.
• Negotiated MPLS network and telephone service contracts to reduce costs by 40% and coordinated the deployments.
• Enrolled organization in enterprise level agreements for hardware, licensing, and support.
• Promoted to Lead Procurement and Telecommunications Specialist… Show more
• Promoted to Lead Procurement and Telecommunications Specialist September 2009. Show less