Micah Jones Email & Phone Number

Gb

Led L2, L3, and L4 operations and support specialists operations across Europe, Australia, India, and Argentina. Developed and implemented operational policies to enhance operational efficiency and effectiveness. Prepared regular reports on operations and support activities for senior management. Managed and forecasted a $2.5M operational budget. Transformed operational effectiveness for a suite of software components for “Connected Deals Experience” for 20K+ users worldwide. Ensured compliance with Service Level Objectives (SLOs), collaborating with development teams.● Stabilized and grew L2 operations by initiating a PagerDuty system, providing staff with a system to receive alerts for urgent/critical incidents; increased employee retention and reduced a previously high turnover to zero.● Achieved a 67% faster resolution rate despite a 37.7% uptick in incidents over a six-month period.● Reduced 50% of the development team’s workload, improving troubleshooting and support capabilities by onboarding L3 resources to portfolio applications.● Evaluated existing pain points and identified areas for improvement, including the need for automation; implemented a “Back to Basics” system which ensured every solution was properly documented as a ticket.● Bridged the gap between business and operations teams, managed user expectations, communicated realistic timelines for updates, and translated technical needs to a wide array of business audiences. ● Developed reporting systems and dashboards with ServiceNow, enabling leaders to monitor issues/performance independently and streamline communications between global teams.● Acted as a Subject Matter Expert in the creation and deployment of multiple GPT-driven support applications, driving the widespread adoption and implementation of AI solutions to automate operational processes.

Us

Managed Operations, Support, IT, Sales, Marketing, and Delivery teams. Directed 3 managers and a 15-member operations and Solutions/Success team across the US and Costa Rica. Integrated client requests and internal clinic processes to refine product, agile processes, project guidelines, and company-wide policies. Represented Phoenix Ortho in client interactions, consultations, and public webinars. Advised clinics on EHR usage and best practices at an executive level.● Implemented structure surrounding day-to-day organization-wide operations infrastructure, systems, processes, talent, accountability, and role definition, descriptions, and expectations.● Enhanced operations by implementing automated workflows, improving system integration, and optimizing resource allocation, reducing costs and increasing client satisfaction.● Managed end-to-end support functions, such as user support, system setup, and server installation upon joining. ● Led the migration of the company’s on-prem servers into cloud-based systems increasing monthly revenue 20%; advocated for the development of a SaaS product, encouraging the transition to a fully remote offering.● Improved customer retention by implementing ConnectWise, Salesforce, and MS Dynamics CRM systems, enabling sales teams to anticipate client needs, address concerns, and weave feedback into product development.● Piloted support & training departments, authored solutions engineering SOPs, and hosted monthly seminars, including lunch-and-learns and security awareness programs.● Slashed $25K off the annual budget by reevaluating programs, processes, and overhead expenses; reduced service costs by $20K yearly by creating an online knowledge management solution for clients and employees.● Boosted annual revenue by up to $500K through a new collections process.

Mansfield, Texas, Us

Supported the operational needs of small businesses through software solutions. Analyzed business operations and IT processes to strategize and implement customized tech services aimed at enhancing operations efficiency.● Built and maintained long-lasting client relationships, led high-impact productivity programs for service team members, and boosted revenue through scalable maintenance agreements and managed service & support frameworks.

Microsoft Technologies

Bachelor Of Arts, Psychology