Jonathon Sims Email & Phone Number

Louisville, Kentucky, United States

Louisville, Kentucky, United States

-Lead and managed a team of technical support engineers (TSEs, Tier 2 TSE, Tier 3 TSE), including hiring, training, coaching, and performance management.-Developed and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.-Monitored and analyzed support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.-Collaborated with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.-Served as an escalation point for complex customer issues and provided guidance and support to the team in resolving them.-Conducted regular performance evaluations and provided feedback and coaching to team members to support their professional growth and development.-Prepared and presented reports and slide decks on team performance, key metrics, and customer feedback to senior management.

Louisville, Kentucky, United States

-Performed wide range of remote troubleshooting for Packsize customers.-Scope of troubleshooting included (but was not limited to) mechnical, pneumatic, electrical, IT, Networking, WMS, and Windows system.-Utilized CRM (Salesforce) ticketing system to log customer tickets for hundreds of machine and customers. -Mentored new team members as Technical Support team continued to grow

-Properly maintained Packsize equipment in a large regional area to ensure world-class uptime and performance.-Managed installation of Packsize equipment and solution for multiple Packsize customers-Performed multiple training classes for customers during PMs and installs-Managed regional duties and travel that included customer visits, PMs, and emergency break-fix visits-Handled remote troubleshooting calls from customers and performed break-fix resolution over the phone.

Louisville, Kentucky Area

Created and implemented optimized router paths using MasterCAM softwareObtained "hands on" experience with CNC routing equipment and plant operationCoordinated with marketing/ and manufacturing departments to identify project requirements and deadlines.

Louisville, Kentucky Area

Performed on-site energy audits for E.ON/LG&E at various industrial and commercial buildingsIndependently engaged company officials regarding their current and future energy plansCompiled comprehensive energy reports catered for each company with a suggestive plan of action for implementing energy efficient solutions

Louisville, Kentucky Area

Worked in a close knit team as part of school's $21 million energy saving initiativeCreated detailed energy report for University of Louisville Sustainability CouncilInformation in report has helped University of Louisville reduce fuel use by 50% and later/electric use by roughly 30% since 2010

Jeffersonville, In

Edited and created architectural and engineering draft drawingsGained valuable team experience on large scale projectsExtensive use of computer aided drawing software (AutoCAD)