Jerrod Martin Email and Phone Number

Collaboration and Unified Communications Team Manager - MSPAs a seasoned team manager within a leading Managed Service Provider (MSP), I am dedicated to enhancing organizational communication and collaboration capabilities. Leading a team of talented professionals, I specialize in delivering comprehensive consultation, implementation, and day-to-day break-fix support for communication solutions tailored to meet the diverse needs of our clients.Key Roles:- Team Leadership:Lead and mentor a dynamic team of collaboration and unified communications specialists within our MSP, fostering a culture of excellence, collaboration, and innovation.- Client Consultation: Provide strategic guidance and expert consultation to our clients, identifying opportunities to optimize communication technologies and enhance operational efficiency.Solution Implementation: Oversee the successful deployment and integration of communication solutions, ensuring seamless implementation and alignment with client objectives.Technical Support: Deliver proactive and responsive day-to-day support, resolving technical issues promptly and efficiently to minimize downtime and maximize client satisfaction.- Continuous Improvement:Drive ongoing optimization efforts, evaluating and refining communication systems and processes to deliver maximum value and performance for our clients.- Proven leadership and team management skills, with a track record of effectively leading and developing high-performing teams within an MSP environment.- Strong problem-solving abilities and a customer-centric approach to addressing technical challenges and delivering solutions.- Excellent communication and interpersonal skills, with the ability to engage effectively with clients, team members, and technology partners.

Tier II & III Support Operations and Data Implementations manager for a unified communications as a service provider. In Voice Operations, we specialize in providing and supporting solutions such as Hosted Collaboration Services, SIP Trunking, SBC Administration, Carrier IP services etc. In Data Implementation, we are responsible for the preconfiguration, test-and-turn up, deployment, and data migration for customer premise equipment and management. Specialized in MPLS, SD-WAN, IPSEC and managed firewall solutions.Managed and performed quarterly performance reviews for 11 direct reports based on individual development, productivity, and knowledge sharing to measure the technical team's growth over time.Staffed a 24x7 support model that maintained less than a 2-minute and 46-second incident response average throughout the height of the pandemic.Maintained various vendor relationships through customer success strategies and goal plans as needed.

Managed a team of 9 employees, 2 Senior Telecom Administrators, and 7 Senior Telecom Analysts specializing in various enterprise collaboration products to provide Level II and Level III support for a global client base.Performed quarterly performance reviews based on individual development, productivity, and knowledge sharing to measure the technical team's growth over time.Staffed a 24x7 support model that maintained less than a 2-minute and 46-second incident response average throughout the height of the pandemic.Maintained various vendor relationships through customer success strategies and goal plans as needed.

Supervised a Global Support Desk tasked with fielding inbound and outbound support requests for the UCaaS Support organization.Maintained and performed an on-call Incident Management program for all major business-impacting incidents to both client service, and internal change management procedures.Worked with SME to identify and technically document an official Root-Cause Analysis and official Reason for Outage documentation to supply our client base.Performed functions closely with Operations Leadership and Executive team to create and influence greater processes and implement them with consistency.Responsible for employee career development and position growth based on a bi-weekly coaching model balanced around annual goals set by the employee. Conducted interviews and facilitated terminations as outlined by our HRBP etc

Responsible for aiding all team operations per procedure and instruction of Operations Leadership.With the objective of first call resolution, it was my duty to ensure that issues were resolved or triaged and elevated accordingly.This includes monitoring the UC team's group chat and aiding our specialist and escalation team members resolve higher-level technical incidents in regard to priority and demand.Work closely with the upper technical tiers to identify and resolve uncommon or unknown issues.

Providing technical support to the customers of West Unified Communications, to accurately troubleshoot issues with their CISCO voice over IP services while using my growing knowledge of networking and problem isolation.

Handling corporate escalations for ASUS. This included high level escalations from the upper echelon of the company, as well as Attorney General and BBB cases.

Point to point communication from business to customer. Project specialist, support, and repair service.