Jared Call Email & Phone Number

United States

Dublin, Ohio, US

• Reduced occurrence of common support tickets through root cause analysis and product enhancements
• Improved new hire process to speed up Support onboarding from 3 months to 3 weeks
• Increased customer self-sufficiency through KB documentation, proactive customer messaging, and clearer monitoring alerts
• Help preserve a culture of collaboration during pandemic-driven transition to remote and hybrid work

Dublin, Ohio, US

• Improved support response and consistency by implementing automation support tools and upgrading the after-hours on-call system
• Focus on customer satisfaction during strong growth
• Took over support responsibilities from Developers, creating additional project development capacity
• Privileged to work with a great team of bright people who do whatever it takes to get the job done

Everywhere, ALL, US

Support Driven is a community of people in Customer Support and Success helping each other. We help each other to elevate support as a career and improve the customer support industry through idea exchange of tools, processes, and ideas.

Boulder, Colorado, US

Scottsdale, Arizona, US

• Led a diverse IT team covering physical facilities, system administration, help desk, database administration and network design. IT vendor management, budget management, working with cabling and electrical contractors.
• Reduced downtime by virtualizing and consolidating over 90% of company's production servers.
• Saved 7 hours pre-production time per video editor per week through high-speed fiber SAN.
• Saved 40% monthly on internet bill by purchasing dedicated laser communications system for our expansion into a new building. 3 month ROI.
• Saved $10,000 annually by renegotiating CDN contract after analyzing year-over-year usage trends.

Scottsdale, Arizona, US

• Planned and implemented CDN for web delivery of media for Imagine Learning software. Assisted with architecture of adaptive bit rate media streaming. Implemented server monitoring.
• Reduced server management headaches by consolidating into dedicated co-location facility
• Negotiated purchase of of award-winning SAN at a substantial discount
• Recruited future Microsoft MVP SQL DBA by leveraging LinkedIn network

US

• Deployed, maintained, diagnosed complex video encoding systems for ESPN, Comcast, ABC, Fox, others. Technical project manager for data center expansion.
• Wrote and deployed automation scripts for setup/install of video encoding servers.
• Deployed over 200 new servers in 3 days while bringing a new encoding facility online.
• Managed multiple simultaneous live and on-demand video encoding systems for the NFL, ESPN, Church of Jesus Christ of Latter-day Saints, Televisa, Fox, ABC, Oprah.
• Coordinated server build-out and wiring for 300+ video encoders at new satellite down-link data center.

• Principal support technician for state-of-the-art multimillion dollar customized warehouse execution systems for LL Bean and American Eagle Outfitters. Quality Assurance testing, remote and on-site training.
• Delivered on-site service and training in multi-million dollar project roll-outs
• Built company-first internal web portal by combining and customizing open-source products
• Improved connectivity and security with company-first site-to-site VPN between satellite offices in California, Texas and Ohio
• Served as the central escalation point for all Vargo IT and telecommunication issues

Provo, UT, US

• Promoted 3 times in the first 4 years.
• Atlas award recipient for exemplary performance.
• Delivered dozens of technical training sessions in English and Spanish
• Wrote hundreds of knowledgebase articles
• Served as an expert reference for certification course materials
• Analyzed memory dumps, packet traces on Windows, Linux, NetWare

Volera's first full-time support engineer. Wrote 100+ knowledge base articles. Technical escalation for Nortel's support team.Mentored support team during transition of Volera back into Novell's organization.

Mba, Business Administration And Management, General

Bachelor’S Degree, Computer Science