Joseph Jerome Email & Phone Number

Bardstown, KY, US

Round Rock, Texas, US

• A member of post-sales and customer experience, tasked with owning the customer journey, developing success plans and guiding customers to adopt, expand, and ultimately renew. Worked to consult on implementation use.
• Remotely establish, maintain, & grow professional relationships with high profile clients.
• Provide consultative guidance to customers to help them understand and achieve rapid time to value from their Moogsoft solution
• Work with Moogsoft engineering and professional services to design the solution that best meets the customer's requirements
• Work with C-level executives and their leadership team ensuring customer satisfaction and retention Present and articulate advanced product features, benefits, and overall product solutions
• Lead and/or participate in discovery sessions with customers, pre-sales engineers, and other Moogsoft teams to understand the customer's business objectives and system requirements

Boston, Massachusetts, US

• Presented quarterly business reviews to client stakeholders including usage, gap analyses, best practices, and financial health.
• Designed and delivered client presentations, showing the value of IT alerting solutions specific to the client’s environment, people, and integration with existing technology.
• Collaborated with customer success and product development teams, evaluating and prioritizing potential application improvements for each release.
• Prepared proposals, post implementation, for the customer success team, driving client growth opportunities.

Boston, Massachusetts, US

• As a member of professional services, worked with clients and post-sales to consult on incident management and notification processes. Provided gap analysis and strategically implemented SaaS solutions driving growth.
• Leveraged Salesforce, Jira, and Confluence for management of all implementation projects, project planning, and generating project update reports for clients and leadership.
• Supported sales with technical capabilities, product presentation, addressing technical architecture, integration approaches, data platform strategy, low-code configuration, and project scoping.
• Evaluated client use cases and business needs, successfully integrating client needs with product offerings and solutions.
• Identified and solved potential areas where existing on-boarding policies and procedures required change, particularly to facilitate company growth and product expansion.
• Received departmental recognition for continuously providing deliverables within budget and on time.

Montreal, Quebec, CA

• Managed and maintained service offering as the primary point of contact for all account management matters relating to IT service management including, but not limited, to incidents, problems, change, service requests.
• Developed and maintained trusted relationships with client stakeholders while maintaining the portfolio's financial performance.
• Translated client business objectives into revenue generating service delivery opportunities via account planning or continuous improvement workflows.
• Conducted quarterly revenue leakage and cost assessments, ensuring financial targets were attainable.
• Examined historical performance data such as revenue and expenses related to changing client objectives, providing monthly financial forecasting.
• Effective utilization of governance models ensured stakeholders were privy to the appropriate information with the requisite cadence.

Montreal, Quebec, CA

• Supported the CGI client engagement team in the incident, problem, change, request, and patch management space.
• Hosted client-facing incident accountability meetings to gain SLA and SLO consensus.
• Reported on and successfully improved KPI results for all four respective disciplines.
• Implemented accountability reporting, increasing the percentage of successful monthly patching by 15% across more than 5K configuration items.
• Gathered data and developed monthly executive organizational review client presentations for client engagement leadership.
• Established weekly operational calls with resolver team managers to review process and procedure gaps.

New York, NY, US

• Founding member of the centralized major incident management (MIM) team of four who supported MMC and all subsidiaries.
• Designed and implemented organizational ITIL incident and crisis management processes.
• Communicated and worked with IT leadership and C-suite during and after priority 1 and crisis incidents and events.
• Constructed SLA reporting standards for all Sev1 and Sev2 incidents.
• Hosted weekly incident review and problem management RCA meetings.
• Led efforts to drive down incident resolution times, reducing impact on the business.

New York, NY, US

• Provided service desk support for 72K MMC employees.
• Consolidated operational processes for centralizing IT services spanning all MMC companies.
• Liaised on behalf of the global service desk as part of the ITSM platform transition team from BMC Remedy to the CA service desk.
• Tapped by management to conduct training for new MGTI service desk analysts.

Stamford, Connecticut, US

• Responsible for troubleshooting advanced cable modem issues, internet access, web-space and email connectivity as well as resolving service and technical issues that require expediting and escalation.
• Recognized the needs, analysis, problem resolution and development of the Internal Template Flow System.
• Special assignments included Subject Matter Expert duties and the resolution of Remedy ticket backlogs.
• Assisted Tier 3 Specialists with up-training of existing staff.
• Participated in statistic oriented task-force groups. Resulting in presentation of ideas and suggestions during team meetings.
• Excelled in exceeding performance metrics resulting in the honor of employee of the month on multiple occasions.

• Technical Support Tier IIResponsible for troubleshooting DSL wired and wireless internet connectivity & email services. Submitted service orders and received customer service escalations. Processed customer signup.
• Assigned training duties for Tier I Analysts.
• Assigned to assist Call Center Supervisor.

Itil Foundations Certification, Itil

Hdi Customer Service Representative (Hdi-Csr), Customer Service Support/Call Center/Teleservice Operation

High School Diploma