Justin Ellis Email & Phone Number

San Antonio, Tx, Us

Santa Barbara, Ca, Us

- Managing relationships and all technical aspects of critical LogicMonitor accounts- Managing Enterprise CSM relationships and renewals with $5.7 Million in ARR- Dedicated to the Enterprise customer-base for LogicMonitor’s SaaS Network/Infrastructure/Cloud Monitoring solution- Function as a Technical Resource for the Customer Experience Team, including other Customer Success Managers and Sales Reps- Direct Technical resource for complex technical issues for Customer Base- Responsible for training for Customer Experience team, as well as Enterprise clients, both remotely and on-site - Push adoption and maintain 60+ Enterprise customers with primary LM stakeholders- Formulate ongoing meeting cadence with each assigned strategic account- Conduct on-boarding sessions for new and existing clients as well as lead process to ensure key user adoption- Generate analytical utilization reports in Sales Force and Zen Desk to provide clients with precise data trends - Maintain customer advocacy in and among Professional Service, Sales and Technical Support, as well as visibility at the executive level

Reston, Virginia, Us

- Managing relationships and all technical aspects of Cisco Systems ScienceLogic relationship- Expert in installation, deployment, and configuration of all customers ScienceLogic stacks This includes customization, hardware specifications, upgrades, and troubleshooting- Expert in network monitoring protocols including SNMP, WMI, WinRM, and SSH monitoring via bash shell- Responsible for implementation of eBonding testing, configuration, and transaction management for ScienceLogic platform- Responsible for management of physical and virtual ScienceLoic LAMP stack in traditional customer environments, as well as cloud based solutions- Published technical documentation, instructional videos, and knowledge base articles for customer specific projects, as well as the ScienceLogic Platform as a whole- Testing extremely complex customizations necessary for custom success

Austin, Tx, Us

- Responsible for managing all incoming technical issues for the existing Zenoss customer base- Directly accountable for maintaining high value customer relationships, managing technical requirements, submitting defects, upgrades, expansions or addition of collector hardware, and customer education- Multiple years of deep technical troubleshooting relating to the Zenoss Product Suite: Resource- Manager, Analytics, Service Impact, Global Operations Manager, and the Zenoss SaaS offering- Assisted with the creation and teaching of the Zenoss Administration class, before the training department was branched into an independent department- Usage of Python, MySQL, and Java used to troubleshoot product related issues- Expert in conveying understanding of complex Zenoss functionality including event flow, ZenPack (RPM) installation and usage, product utilization, hardware requirements, and all aspects of product utilization

Irvine, California, Us

- Primary point of contact for all customer issues pertaining to the Uplogix product suite- Managed several multi-million dollar accounts simultaneously- Established strong relationship with client base, worked to maintain customer relationships and retain client’s repeat business- Testing of new code releases, tracking product defects both hardware and software- Responsible for training newly hired associates - In depth, comprehensive use, deployment, configuration, physical installation, and troubleshooting for all Uplogix devices including the 3200 and 430 chassis, as well as the Uplogix Control Center (Linux server platform)- Linux command line troubleshooting, file transfers, upgrades, installation of RPM packages Cisco IOS/CatOS configuration and troubleshooting for clients using supported devices (routers, switches, ASA, Pix, etc.)- Resolved complex customer issues pertaining to Out of Band connectivity, including satellite modems (Iridium, Comtech, GE MDS) and cellular modems (GSM and CDMA), and bonded Ethernet connections- Produced technical documentation including feature guides, knowledge base articles, device configuration guides - Provided high level technical demonstrations to potential and existing client base for new and existing products and features

Austin, Texas, Us

- Functioned as the primary technical contact for all of Surgient as well as entire Surgient customer base- Managed significant portion of Surgient client base as a technical liaison, setting expectations, current deployments, and future needs- Configuration, implementation, customization, and troubleshooting of Surgient software- Managed client virtual environments, including architecture, design, configuration, initial installation, and maintenance both hosted and onsite - Diagnosis, troubleshooting, and resolution of Surgient hardware, and pertaining to VMWare ESX servers, MS Virtual Server, local and hosted multi-server environments - Applied patches in hosted customer environments- Resolution of network connectivity issues regarding active-X, and networking firewall problems

Austin, Texas, Us

- Initial point of contact for all client based service requests, which included over 100 accounts- Provided technical support to end users, as well as remote administration of user/exchange accounts - Managed customer service request database, and dispatch of Riata engineers for all technical needs- Filed, and maintained billing records, tracking of all client issues, and monitored status of all customer Windows/Unix servers

Basking Ridge, Nj, Us

- Provided high end technical/network support for the Wellpoint Health NetworkSupport of desktop applications, including in-house custom applications and detailed support of MS Office- Troubleshooting under Win XP/2000/NT/98/95/ as well as Macinotosh OSX- Monitoring network status of nationwide internet backbones- Responsible for training and developing newly hired employees, this included live monitoring of inbound calls and extensive coaching sessions

- Founding member of a revolutionary internet customer service department- Managed a real-time internet community server averaging 2000+ simultaneous users- Primary contact for all customer support issues- Answered inbound customer e-mail in response to billing issues, as well as in game technical problems- Strong use of customer service skills to resolve difficult customer issues- Analyzed and tested the beta-release software for bugs, inaccurate data, and system crashes using Bugtrax tracking system

Bachelors Of Science, Molecular Biology

Associates Degree, Local Area Network Systems And Network Administration

Bachelor Of Science, Business Administration