Jeff Wright Email & Phone Number

Portland, Oregon

Portland, Oregon

Procore is a cloud-based construction project management software company. In 2016, Procore was recognized as a Forbes Billion-Dollar Startup. We have earned a spot on the Deloitte Technology Fast 500 list, been named an Inc 5000 Fastest Growing Company for the last three consecutive years, and were recognized by Forbes magazine as a Cloud 100 company. Not only does Procore produce an amazing product, but our employees love to work here. How do we know this? As a result of employee feedback, Procore was named one of Glassdoor’s Best Places to Work in 2017. For more information about Procore Technologies, our amazing workplace, or to receive a free online demo, visit our website at: https://www.procore.com/

Portland, Oregon Area

• Headed a team of 27 technical support representatives, including one manager and one supervisor, across multiple divisions and geographic locations.• Integrated an additional support team and product offerings gained through acquisition into our existing support structure. • Headed a project aimed at reducing case volume from the heaviest users of support among our customer base. Saw a reduction in case volume for 80% of targeted customers and an average case volume reduction of 23% per customer.• Presented a series of internal and customer-facing webinars outlining our roadmap for the support department.• Worked with a cross-functional team to roll out a new knowledge base management tool (Right Answers) and implemented a new Knowledge Center Support (KCS) focused knowledge management strategy for the team.• Helped implement chat support (BoldChat) for our Enterprise customer base.• Led a cross-functional team to successfully introduce a new Q&A style forum to our customer portal.• Managed customer communications for software releases and technical bulletins in Marketo.

Portland, Oregon Area

• Managed a team of 22 technical support representatives and one supervisor.• Responsible for tracking and meeting service level targets, including response time and customer satisfaction.• Developed training plans for new hires, functional support teams and individual team members.• Hired and on-boarded a new support team supervisor and numerous team members.• Transitioned managed-services tasks for our DaaS offering out of support to our newly formed Hosted Operations team.• Worked with our development team to redefine the process for documenting and deploying software hotfixes.

Portland, Oregon Area

• Supervised a team of 14 direct reports.• Conducted annual performance reviews.• Helped establish on-call support coverage for customers in Australia and New Zealand.• Oversaw the integration of a new support team and product offering which were added to the business as part of a corporate acquisition. Results included reducing average case response times for the new team by 70%, average case backlog was reduced by 38%, customer satisfaction scores were improved by 23%. All positive gains in case handling metrics occurred during an 8 month period which showed a 9% increase in support case volume compared to the previous year.• Helped oversee a successful transition of CRM Systems (Clientele to NetSuite) for the support department.• Instituted a formal system for ownership and maintenance of our various support environments• Ran weekly meetings for three functional teams within the support department.

Portland, Oregon Area

• Provided advanced technical support and troubleshooting for a .NET Framework/MS SQL Server based construction management ERP system.• Primary responsibilities included correcting customer data using T-SQL statements in SQL Server Management Studio, assisting staff members with complex SQL queries, debugging triggers and stored procedures, database performance analysis and tuning, diagnosing and correcting application issues for customers and other support teams, documenting and tracking software issues.• Additional responsibilities included server software installation, configuration and support, advanced customer support for Crystal Reports and SSRS, supporting OLAP database processing and MS Analysis Services for Business Intelligence product.• Oversaw multiple Beta release cycles and Service Pack updates for the support department.• Stood in as acting manager and point of contact for the technical support team.

Portland, Oregon Area

• Managed all aspects of the QA process for a suite of JAVA-based, client/server web applications including test plan authoring, test case management and end-to-end software testing.• Maintained the issue tracking database for the operations and development teams. • Involved in all phases of software deployment including installation, configuration, and support.• Worked closely with Project and Development teams to ensure timely delivery of quality software.• Responsible for hiring and management of Operations and QA staff members

Portland, Oregon Area

• Performed black box testing of Windows and Macintosh application and plug-in software.• Wrote test cases and planned test procedures based on written product specifications.• Set up software and hardware for configuration testing.• Experience with French, German & Japanese localization testing.

• Managed the internal technical support staff.• Interacted with customers by phone and email in support and managerial roles. • Provided technical assistance to the internal sales and product development teams.• Maintained and updated product FAQ’s and the external technical support Knowledge Base.

Beaverton, Or