Jason S. Email & Phone Number

Somerville, Massachusetts, United States

Management of L1-L2 technical support processes across all Rosette products. Building a global team to meet customer demand.

Littleton, MA

• Role was to expand reporting capabilities across the entire organization and also build out a knowledge base to be utilized by the entire customer services organizationKey Achievements:
• Provided metrics that allowed better understanding of case, customer, employee and site data to assist the management team to better understand trends and areas for improvement.
• Managed Project to successfully migrate our ticketing data from Salesforce and Jira over to Parature CRM tool
• Build reports that accurately track SLA and KPI ticket data to better measure team performance and drive process improvement.
• Responsible for internal support landing page to better share process and customer specific data for internal case avoidance as well as work with our Social Champions team to post out to twitter and other social.

Burlington, MA

• Lead support engineer for the Emptoris Contract Management product. Responsible for support of entire product to all customers, ensure Service Level Objectives are met and achieved. Be a focal point to Sales Group.
• Daily touches with Fortune 500 companies in resolving and working through tough customer issues.
• Directly report to VP of customer services providing key data on product quality and driving maintenance release dates and content.
• Led a team of over twenty support engineers ranging from Level 1 to Level 3 working to continually improve case handling procedures and mentor on the customer management role of senior engineers.
• One of three awarded for excellence, company wide in Q1 2008. First individual to receive this award within the Customer Services group.

Andover, MA

• Assisted in designing, developing, testing, remotely updating, onsite, and remotely supporting a broad suite of applications aimed at the Quickserve industry that utilized the latest technology including the web.
• Worked onsite directly with customers to implement and train the use of the application
• Lead engineer on a six month engagement implementing the software solution into a McDonald’s chain in California.
• Provided an account presence in support of client satisfaction and territory business goals
• Performed updates, troubleshooting diagnostics, maintenance and database backups via remote desktop tools

• Attended three months of intensive training in order to successfully support members of the primary online serviceKey Achievements:
• Resolved Technical Calls, Troubleshooting any problems so members were able to get back online quickly
• Awarded for excellence in customer service and attendance

USS Hue City

• Served proudly aboard the USS Hue City.Key Achievements:
• Promoted through the ranks to E-5
• Upgraded and maintained software and hardware on desktop computers, performed operational maintenance on various pieces of electronic equipment

Bs, Information Technology, 3.76

Achieved my degree by taking classes on the weekend, evenings after working a full day, and also online. I attended classes ranging from.

Education record