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.

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.
• 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.

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%.
• 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

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.
• 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.
• 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