Jason Ferree Email & Phone Number

Remote/Austin, Tx

Austin, Texas, United States

• Managed team of US-based Application Security Managers whose primary focus was to onboard new customers and continuously provide best practices to high profile customers.• Managed a team of US-based frontline support engineers.• Redesigned a customer escalation process between Customer Success to Support to Engineering• Initiated design and development of a Knowledge Centered Support workflow which included Tier 1 and 2 engineers.• Created a “close the loop” process that tracked customer experience of post-release bugs/fixes for the benefit of our Customer Success and Engineering teams.

Austin, Texas Area

•Manage Premier Enterprise engineers and NA accounts. I focused on the proactive health of a customer’s deployment by building rapport and in-depth reviews of their environment. •Typical duties of a Tech Support Manager including creating and refining processes, coaching/mentoring, running KPI reports, resource management, assisting agents in case resolution, Agent Development Planning, inbound call schedules, etc.•Executive Escalation management, which typically includes customer relations/conference calls, coordinating with Product Management, and going the extra mile for high-value customers•Assisting in the creation and deployment of KCS system.•Creating a Swarming Model which significantly increases overall agent productivity.•Planning, developing, and implementing staff training on operations, technical troubleshooting methods, time management, and customer service skillsKey accomplishments:•Spring 2017 Expat – 6-month assignment in Manila Interim Director of 5 managers/teams of ~12 Engineers. This was on-site to ensure they were operating consistently with our global processes/procedures.•Fall of 2014 SolarWinds opened its own site in Manila due to my success with the vendor. I was the primary point of contact and built those teams. Working daily with the new managers there with regard to manager and agent training, process adherence, and interviewing new candidates. •Fall 2012 using a vendor-created offshore team in Manila, Philippines which included a manager, team lead, and 22 technical support agents. Ran that team for over 2 years like the previous deployment. •Summer 2011 using a vendor-created offshore team in Costa Rica including a manager and 12 support agents. Ran that team for 2 years. This included training the manager regarding reporting, processes, and procedures. Also included in-depth training for the agents on supporting and using our software. •Created lifeline so these agents would have easy access to senior-level support.

• Head Engineer for multiple products. Subject matter expert and primary point of contact for other agents.• Exceeded all KPI expectations such as the number of cases grabbed/closed and customer satisfaction based on unsolicited customer Kudo feedback.