John Riggs Email & Phone Number

United States

Global Technology Engineer Expert (Product Expert) responsible for resolving networking and technical issues escalated from field service engineers & customers, interfacing with R&D to isolate and correct application issues, and resolve complex system/application problems to ensure client satisfaction. Actively participate in design reviews to validate system designs for Barco products.• Configuring, installing, and troubleshooting custom Barco Linux/Windows servers & controllers, custom VM packages, Barco proprietary software packages, video streams, encoders, decoders, network switches, firewalls, video screens, projectors, large display walls, and most other network & video hardware.• Document and troubleshoot technical problems using input from the end user, integrator, internal support staff, log files, and site visits.• Replicate project and site issues using internal lab equipment, perform custom programming as required.• Escalate product-related design or application issues to the Product Base, interface with and discuss technical solutions in conjunction with Research and Development.• Develop the technical scope of work for onsite interventions.• Manage on-site work efforts; coordinate necessary contractor, integrator, and end user participation; operational project management lead during onsite interventions.• Support staff development and training for the Technical Support and Field Service staff.• Work with Sales to support preparation of system designs.• Review designs to ensure technical feasibility with respect to compliance with RFQ materials. Identify risk areas and propose solutions.

United States

The Customer Success Coordination Manager will manage the Customer Success Coordination team against agreed service level agreements and/or other set criteria. The Manager supports the Team in an entry-level administrative focused position, and also establishes a partnership relation with each member of the Services team to maximize accurate orders, achieve high levels of customer satisfaction and ultimately be a strong contributor to the achievement of the department and company service volume goals.• Manage a team of Customer Success Coordinators and ensure that agreed targets are met and appropriate qualitative standards achieved.• Develop and implement robust processes to ensure that a high-quality service is provided to both internal and external customers.• Prepare related reports for management to monitor KPI’s (repairs, swaps, invoicing, spare part sales).• Analyze administration activity and make recommendations for increased organizational efficiency and effectiveness.• Handle escalation of issues from customers, sales, partners or internal contacts. Organize assistance from other parts of the organization.• Interface with Helpdesk team, Field Service Team, Operations and Sales, in order to ensure timely settlement of related issues, status updates, and timely forecasts.• Implement staffing and scheduling models to ensure guaranteed coverage to the business. • Ensure guaranteed and balanced workload within the team.• Ensure that regular training and appraisals are provided to staff.• Provide regular performance coaching of staff to ensure highest levels of performance for the team and guide your team members towards a customer-centric approach

Duluth, Georgia

Systems / Application Engineer (Product Expert) responsible for resolving networking and technical issues escalated from field service engineers & customers, interfacing with R&D to isolate and correct application issues, and resolve complex system/application problems to ensure client satisfaction. Actively participate in design reviews to validate system designs for Barco products.• Configuring, installing, and troubleshooting custom Barco Linux/Windows servers & controllers, custom VM packages, Barco proprietary software packages, video streams, encoders, decoders, network switches, firewalls, video screens, projectors, large display walls, and most other network & video hardware.• Document and troubleshoot technical problems using input from the end user, integrator, internal support staff, log files, and site visits.• Replicate project and site issues using internal lab equipment, perform custom programming as required.• Escalate product-related design or application issues to the Product Base, interface with and discuss technical solutions in conjunction with Research and Development.• Develop the technical scope of work for onsite interventions.• Manage on-site work efforts; coordinate necessary contractor, integrator, and end user participation; operational project management lead during onsite interventions.• Support staff development and training for the Technical Support and Field Service staff.• Work with Sales to support preparation of system designs.• Review designs to ensure technical feasibility with respect to compliance with RFQ materials. Identify risk areas and propose solutions.

Smyrna, Georgia

As a Systems Engineer for Onepath my responsibilities included:- Strategic leadership resource for cross-functional teams within the organization- Employee trainer for first and second tier engineers in fast paced NOC- Escalation resource for team of system administrators supporting many businesses across Atlanta- Technical writing skills including standards development, DR manuals, run-guides, SOW, RFPs, audits, knowledge base, and ticketing- Coordination with Sales and Consulting departments to ensure quality in customer relations, service, and overall performance- Perform role of dedicated engineer and IT Pro – responsible for supporting daily needs for individual clients, as well as maintaining and upgrading IT environments- VoIP Phone support for internal and client systems including Shoretel, Cisco, 8x8, Fonality. - Advanced Windows Server 2003/2008/2012 administration with Active Directory, Group Policy Management, Remote Access, and File Sharing- Focus in business networks utilizing VLANs, VoIP, VPNs, and a variety of firewall appliances (i.e. Cisco, Watchgurard, Sonicwall)- Advanced Exchange 2003/2010/2013 experience; clustered environments- Advanced knowledge of IIS; SSL security in ciphers and certificate management- Extended deployment experience in Microsoft Office suites and a variety of accounting and design applications including AutoCad, Peachtree, Quickbooks- Advanced VMWare ESX and Hyper-V Virtual Server management- Customized deployments for applications, backups, and domain administration leveraging advanced GPO, scripts, and server configurations- Frequent collaboration with in-house IT administrators to develop tailored data solutions

Smyrna, Georgia

As a Systems Engineer for Bluewave Computing my responsibilities included:- Strategic leadership resource for cross-functional teams within the organization- Employee trainer for first and second tier engineers in fast paced NOC- Escalation resource for team of system administrators supporting many businesses across Atlanta- Technical writing skills including standards development, DR manuals, run-guides, SOW, RFPs, audits, knowledge base, and ticketing- Coordination with Sales and Consulting departments to ensure quality in customer relations, service, and overall performance- Perform role of dedicated engineer and IT Pro – responsible for supporting daily needs for individual clients, as well as maintaining and upgrading IT environments- VoIP Phone support for internal and client systems including Shoretel, Cisco, 8x8, Fonality.- Advanced Windows Server 2003/2008/2012 administration with Active Directory, Group Policy Management, Remote Access, and File Sharing- Focus in business networks utilizing VLANs, VoIP, VPNs, and a variety of firewall appliances (i.e. Cisco, Watchgurard, Sonicwall)- Advanced Exchange 2003/2010/2013 experience; clustered environments- Advanced knowledge of IIS; SSL security in ciphers and certificate management- Extended deployment experience in Microsoft Office suites and a variety of accounting and design applications including AutoCad, Peachtree, Quickbooks- Advanced VMWare ESX and Hyper-V Virtual Server management- Customized deployments for applications, backups, and domain administration leveraging advanced GPO, scripts, and server configurations- Frequent collaboration with in-house IT administrators to develop tailored data solutions

Smyrna, Georgia

As an System Administrator for Bluewave Computing I was responsible included: - Perform role of dedicated engineer for multiple clients such as SA Technologies, RFA Management, and Capitol City Bank & Trust- Shoretel VoIP Phone support for client systems- Windows Server 2003/2008/2012 administration with Active Directory, Group Policy Management, Remote Access, and File Sharing- Focus in business networks utilizing VLANs, VoIP, VPNs, and a variety of firewall appliances (i.e. Cisco, Watchgurard, Sonicwall)- Exchange 2003/2010/2013 experience- knowledge of IIS; SSL security in ciphers and certificate management- Extended deployment experience in Microsoft Office suites and a variety of accounting and design applications including AutoCad, Peachtree, Quickbooks- VMWare ESX and Hyper-V Virtual Server management- Frequent collaboration with in-house IT administrators to develop tailored data solutions

Internship for Faye Lee, Tech Lesion at Mattie Lively Elementary, in Bulloch County. Work included: • Diagnosed hardware, software, and network problems • Maintained and installed Smart technology equipment (Smartboards, AirLiner, and LCD projectors) • Responded to work orders and analyzed user’s needs