Jonathan Joy Email & Phone Number

Austin, TX, US

Austin, Texas Metropolitan Area

• As Senior Manager of Support Services, I lead the Austin, Chicago, and Dominican Republic Support Teams, driving operational excellence for PARCS and Parkonect Support
• Ensuring overall accountability for team and process performance across multiple support locations
• Evaluating operational health and leading initiatives to improve performance and efficiency
• Collaborating with other Flash team ecosystems to drive business improvements and foster cross-functional partnerships
• Providing ongoing feedback, coaching, and development plans to team members, supporting their growth and alignment with organizational objectives
• Overseeing metrics, team, and business performance, with a focus on data-driven analysis for continuous improvement

Austin, Texas Metropolitan Area

• Drive & implement PARCS Support and Flash Warehouse operational excellence
• Overall accountability of teams’ and process performance
• Evaluate operational health and lead performance improvement initiatives
• Coordination with other Flash team ecosystems and collaborate on business improvements
• Provide feedback, coaching, and improvement plans to teams
• Responsible for metric/team and business performance & analysis

Austin, Texas Metropolitan Area

• Built and Manage Helix's new Enterprise Application Engineer Team
• Responsible for building and creating the EAE teams’ process’s, methodologies and workflow between L1 support, EAE and other Helix team ecosystems
• Maintain and build responsible working relationships among the Helix teams and leadership to ensure alignment
• Ensure the EAE team is scaling process and methodologies as the Helix business grows and in alignment with the Helix business and growth strategies
• Foster team cohesion and career growth among a geo diverse team
• Develop reporting strategies and metrics that drive operational success and speed to resolution methodologies

Austin, TX

• Manage two teams (Escalation and Rapid Response Teams) of Managers, Support Reps and Applications engineers delivering best in class Customer Support
• Review and monitor daily goals and output of teams ensuring both operational and quality excellence
• Collaborate and liaise with leadership in Relationship Management, Implementations, Product and Development to maintain process alignment and improve cross-departmental communication
• Manage the transition process for net new customers from Implementation into Support
• Designed and streamlined escalation model as it is working and used today by Support via Salesforce custom objects
• Manage employee utilization, talent retention, capacity forecasting while driving continuous improvement of the end-to-end customer experience

Austin, Texas Area

• Managed a small but growing Escalations team. We serve as a resource for a consistent and reliable point of contact between Q2, our customers and our vendor partners
• Work closely with department leadership across Q2 to assess and drive resolution of singular, multi-threaded issues and project/programs in addition to working closely with all levels of our customers (CSR, VP and C.
• Manage and nurture the relationship between support and our vendor partners to ensure our groups communicate effectively and are both driving customer excellence
• Provide monthly reporting metrics to leadership reflecting escalation data points ranging from product and functionality escalation trends to customer escalation trends

Austin, TX

• Ownership for driving progress, communication and resolution of critical customer escalations
• Responsible for ensuring daily progress updates on backlog of escalated issues from support to partner or customers
• Manage complex customer issues
• Collaborate with teams across the Q2 organization to identify escalation avoidance opportunities
• Evaluate and report on escalation performance metrics

Austin, TX

• Led team of 7 to 8 Level 1 support reps
• Served as escalation source for key customer concerns
• Monitored and coached reps to successful management of case backlog
• Developed team goals and objectives for daily and weekly achievements
• Ensured quality customer service through the monitoring of accurate case resolution

Austin, TX

• Troubleshoot/Resolve customer problems of various complexities such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues.
• Analyzed FI datasets for mapping and database import
• Configured real time data transfer and mapping of batched data
• Installed and configured core and peripheral software and real time adapters.
• Updated database properties tables and tune peripheral applications
• Assisted with testing emergency product fixes received from Product Development

Austin, TX

• Responsible for meeting with home buyers to design and sell security/non-security products before construction of the home
• Work with homeowners that participate in the Builder Technologies Program to complete a sales presentation, schedule and manage the installation of products sold

Austin, TX

• Serve as the 1st level technical support for the Getty Museum in Los Angeles and Baxter Healthcare
• Provided resolution guidance for hardware, software and network issues for customers and management personnel

Austin, TX

• Respond to calls for service from the community
• Diffusing and controlling highly volatile, violent, and stressful situations
• Conducting preliminary investigations at crime scenes
• Familiar with Texas Penal Code, Texas Code of Criminal Procedure, Texas Transportation Code and Texas Family Code
• Investigating traffic related incidents.
• Documenting incidents in police reports and gathering of evidence.

Austin, TX

• Provide Corrections services involving the health, safety, and security of over 90 inmates per day.
• Review, complete, and processes official papers and documents
• Intervene and resolve crisis situations such as fights and medical emergencies
• Plan, organize, and conduct inmate programs

Austin, TX

• Serve as a compliment to APD by being the eyes and ears of the police department while patrolling the downtown district area
• Enforce city ordinances
• Assist citizens and tourists in an ambassadorship role

Austin, TX

• Quality Assurance Engineer
• Analyzed incoming and existing software releases for the marketing and development divisions
• Analyzed performance reviews, cost benefit reports and modification recommendations for improved performance. This included Instinet’s proprietary front end and back end server applications
• Perform regression, functionality and ad-hoc testing for incoming software versions
• Worked closely with national/global vendors to coordinate projects for software implementation
• Researched and created test cases for all phases of software implementation and portions of new and existing applications to ensure efficient and effective business operations

Austin, TX

• IT Department
• Managed operation and employees of the IT Department
• Responsible for recognizing and streamlining department deficiencies
• Managed work deadlines and communicate the status of all department work and its initiatives to management
• Responsible for analyzing and resolving network issues that occurred in the facility ensuring efficient and effective business operations
• Provided mentoring and design solutions for customers and clients