John Bailey Email & Phone Number

Texas, United States

• Collaborated with product and engineering teams related to SaaS product releases, updates and changes for support offerings. Ensuring we follow a release readiness process for all major updates/changes• Lead efforts for growing products at Atlassian and driving strategic direction for support offerings including: • Developed an Enterprise support offering and strategy to support Enterprise level SaaS customers • Sunsetting product offering and product support - working across product, marketing and legal teams to sunset a SaaS product • Defining support levels to provide benefits to higher paid tiers including the transformation of • Free support to a self help and community based support model. • Drove efficiencies and reduced cost to support while ensuring positive customer experience for all tiers• Utilized data analytics in Tableau to identify gaps in performance and business process to improve KPI attainment and improve efficiencies in support delivery• Lead strategy for short and long term projects to improve SaaS customer satisfaction, efficiency of delivery and reach desired KPI results. Resulting in reducing overall cost of support (10% reduction), increased speed to resolution (15% increase) and improved customer sentiment (NPS improvement of 7%)• Leading a global support team to provide 24/7 support for customers in all regions - allowing full follow the sun support model for Enterprise customers• Sourced, trained and developed a strong leadership team within the organization to address critical issues with processes, KPI attainment and employee sentiment

Dfw Area

• Managed and negotiated changes to customer contracts for all managed services• P&L responsibility to ensure cost/revenue margins. Annual budget of over $25+M. Reduced overall cost by 12% through operational efficiencies utilizing Six Sigma practices and creative strategy• Vendor and Contractor Management: Negotiated contracts including discounts for a savings of $2.1M annually• Oversee all operational responsibilities of a 24x7x365 - 450+ person, global multi-site contact center supporting over 170K users• Improved Customer Satisfaction (CSAT) by 8% to over 95%• Responsible for meeting/delivering all steady state Service Level Agreement (SLA) metrics per contractual agreement• Managed multiple site organization for real-time management, staffing level requirements, forecasting, scheduling, performance, disaster recovery and business continuity.• Responsible for vendor management of labor, infrastructure and telephony requirements• Delivered monthly/quarterly business reviews to customer executives to report on SLA and contractual metrics and status• Directs efforts within the organization and across multiple other organizations in the achievement of the strategic and operational objectives. Created strategic/tactical roadmap with associated operational activities to track progress, roadblocks and accomplishments• Established an operating environment that consistently reviews capacity, performance and volume trends while being cognizant of service and continuity objectives. • Lead continual service improvement and Project Management procedures and documentation to ensure standardized delivery of support services• Provide Business Continuity and disaster recovery across multiple sites to ensure continued service• Led project to implement a solution for cost savings. Engaged all parties to ensure all ITAR/EAR requirements were met – provided cost savings to customer and increased margin for the account

• Managed a team of remote deployment employees that focus on delivery of solutions/installations for customers across all line of products. Storage, Servers, & Backup units. Implemented a new process for increasing efficiency in the scheduling/delivery process, increasing team utilization by 13% and decreasing cycle time by 28%.• Led a strategic project to implement a new team that handles auto generated cases directly from customer systems. Managed tactical implementation of the team to reduce repeat calls to support by over 60% and increase Customer Experience (CE) by 58% of opportunity. Team now operates 24x7 with sustained performance. • Utilized Business Process Improvement (BPI) methodology to develop and implement a new collaborative support structure (POD Model) for high complexity enterprise customers. Resulted in improved overall (CE) 39% improvement, reduced repeat dispatches – 22% decrease, decreased case aging – 21% reduction and an annual savings of $400k. Shared best practices with global departments and created a World Wide POD team that meets monthly to discuss progress, success, roadblocks, goals, and refinement of the POD Model. • Led strategic project including Global IT, Telecom, Call Center Operations (CCO) and site management to implement call allocation for the addition of a new support site. This same project plan has been utilized by all other groups to expand support capabilities to the new site allowing for full redundancy.• Developed/implemented a global framework for the performance evaluation process of all KPI’s and led the stack ranking discussions for performance evaluations across all LOBs for Enterprise support.

• Developed solutions for a set of Federal and Local government accounts that encompassed the customer's short, medium, and long-term growth plans. Provided reporting to customer and sales teams on service contract status and system refresh needs. Reduced out of warranty systems by more than 50% for assigned customers. Developed methodology into standard reporting procedure utilized by all TAMs.• Delivered detailed reporting on customer activity rate (CAR) to assist in determining overall COI and ROI on systems. Further detailed the reporting of customer support calls by product type, software vs. hardware and specialty issue (Exchange, Virtualization, Backup etc.) Used to determine specific training needs for customer IT staff and true hardware needs within current/future infrastructure. Reduced CAR by 12% for assigned customers through education and training.• Internal escalation point and customer advocate for issues related to support/sales. Worked in cross-functional environment to engage all resources/organizations needed to ensure issues were resolved in a timely manner and to customer satisfaction. Exercised judgment within generally defined practices and policies in an ambiguous environment to obtain solution for customer incident. Improved CE by 10% from current customer(s) CE baseline

• Oversaw all technical operations of company and support for customers. Collected, analyzed and presented data on company operations to company owners. • Managed IT budget within 2% for all purchases including R&D, hardware and software. • Managed projects for installation of software and hardware for clients nationwide. Trained support staff and clients on operations, software capabilities, and troubleshooting techniques. • Directly managed over 100 support and sales staff located in the field throughout the US.

• Managed a team of remote curriculum developers, responsibilities for online course development for Associates and Bachelors degree programs with a focus on Management Information Systems. Curriculum content included web page design, animations, simulation of network infrastructure, hands on labs and knowledge check questions.• Achieved a 100% on-time completion rate within budgetary constraints for man hours and materials while establishing a new division. Reduced time to complete a course by 11%. • Hiring manager for content developers and animation specialists.

• Responsible for training the Network Support Staff (NSS) for the Fresno County office on NT 4.0, DNS, WINS, IIS, and SMS and providing L2 support for NSS staff when needed. • Managed the creation of course outlines, documentation and hands on labs for technical training for all courses taught internally to County employees. • Created forecasting plans for hardware & software refresh, including required budgets and scheduling of maintenance to minimize downtime

• Technical Instructor and Network Consultant for internal and external customers. Taught all Microsoft Official Curriculum classes for the MCSE certification including: Exchange, Proxy, IIS, TCP/IP, NT Server, and Enterprise. Success rate of over 90% of my students certified after completion of training.• Created training schedules for all classes held at the training facility. Training revenue increased by 12% through changes implemented in scheduling process.

Bachelor, Business Administration

Associate'S Degree, Network And System Administration/Administrator