Justin Apsley Email & Phone Number

Lenoir City, Tn, Us

Knoxville, Tennessee, United States

Leads and directs the overall operations of the organization. Collaborates with the Executive team in the development of performance goals and operational plans. Designs policies, analyzes performed operational processes, and develops strategy to effectively lead the Professional Services and Managed Services technicians, consultants and support center agents. Builds strong relationships with all customers in partnership throughout the customer journey; where vigilant customer service analysis leads to constant service delivery growth.➤ Fostered trust with customers across multiple business systems and IT verticals.➤ Positive advocate for customer proven in consistent positive feedback.➤ Gained customer intelligence is used to further guide customers on their journey.➤ Cross-team ICG growth-mindset; coordination across sales, support, projects and operations in the delivery of a high quality and positive customer experience.

Tennessee, United States

Customer-facing role on the Customer Success Team. Responsible for managing day-to-day operational strategic business relationships for assigned Cloud Enterprise customer portfolios. Built strong relationships cross-teams in sales, partners, product engineering, and support to cultivate customer projects.➤ Fostered trust with 20+ Cloud Enterprise customers across Microsoft Azure and Google GCP.➤ Positive advocate for customers proven by record breaking Net-Promoter score of 83.➤ Gained customer intelligence, (documented in SalesForce, Gainsight and Microsoft Office), resulting in complete designed customer success plans.➤ Tracked customer requests and support needs (documented in Jira and Zendesk).➤ Coordinated customer needs with Workspot personnel to land new expansion opportunities and to minimize churn.➤ Cooperatively created and presented Executive Business Reviews with strategic customer stakeholders.➤ Assisted Customer Success Team in evaluation of core business processes, by revolutionizing team onboarding procedures by designing new content instructions.Technology Proficiency Summary:➤ Microsoft Azure Cloud and Google GCP Cloud customer platforms.➤ Fundamental background experience with AD, Exchange, User Profile Management, File Redirection, File Shares, Databases, Backups, and Anti-Virus; collectively used to enhance strategy discussions with customers.➤ Salesforce and Gainsight customer account documentation.➤ Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, OneDrive) company documentation, project management, customer communication, and customer Executive Business Reviews.➤ Windows Desktop OS, Ubuntu, MacOSX.

Tennessee, United States

Customer-facing role on the Managed Services team. Responsible for interfacing with Enterprise Customers to provide and coordinate levels of service dependent upon specific contractual agreements. Served as trusted point of contact for customers and coordinated experts as needed to meet key outcomes.➤ Fostered trust with Enterprise customers resulting in positive Net-Promoter score outcomes of 80+.➤ Assisted Managed Services team to optimize core business processes, resulting in deployment of new tools and templates (using Microsoft Office, SalesForce, OneDrive and ShareFile).➤ Worked with cross-team departments to ensure robust strategy by describing future state vision for specific stakeholders.➤ Scheduled, coordinated, and attended customer change windows.➤ Documented customer environment technical specifications, (documented in ServiceNow, Salesforce, and Microsoft Office), in alignment to active SOWs and contractual agreements.➤ Actively met with customers to increase positive perception of services rendered, while following up on customer needs.➤ Created and Delivered Monthly Executive Business Reviews to internal and external stakeholders, with a focus on recent project status, future project preparation, SLA achievement and more.Technology Proficiency Summary:➤ Microsoft Azure Cloud and Google GCP Cloud customer platforms.➤ VMware vSphere, Citrix XenServer, and Microsoft Hyper-V customer hypervisor platforms.➤ Fundamental background experience with AD, Exchange, User Profile Management, File Redirection, File Shares, Databases, Backups, and Anti-Virus; collectively used to enhance strategy discussions with customers.➤ Salesforce and ServiceNow customer account documentation.➤ Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, OneDrive) company documentation, project management, customer communication, and customer Executive Business Reviews.➤ Windows Server OS and Desktop OS.

California, United States

Mixed role, customer facing and company internal facing on the Professional Services team. Responsible to engage customer projects and fulfill the design phase of the SOW. Additionally responsible to train, coach, mentor and motivate all direct report Enterprise consultants to facilitate operational strategies.➤ Performed direct consulting projects with customers, including design documents, and hands-on setup through remote access to customer data centers, on-premises and cloud platforms.➤ Strategically managed 10+ direct report Enterprise consultants across 3 continents promoting consistent and successful outcomes.➤ Developed and presented content to direct reports to facilitate training and consulting enablement with resultant improvement in job performance, employee confidence and Net-Promoter Scores.➤ Engaged cross-teams (Professional Services, Managed Services and Enablement Services) to align team members and increase awareness of business initiatives.➤ Led an international committee to improve world-wide consultant time spent on projects resultant in a new process to design and deploy a review and update of all world-wide consulting tools, templates and methodologies that used review quorums and crowd sourcing to a positive output that renewed or replaced modern tools, templates and forms.➤ Led an international committee to secure and centralize world-wide consulting resources through the inception, design and execution of global tools.➤ Identified target markets for business planning efforts via statistical analysis of demographic information and figures.Technology Proficiency Summary:➤ Microsoft Azure Cloud, VMware vSphere, and Citrix XenServer customer platforms.➤ Microsoft AD, Exchange, User Profiles, File Redirection, File Shares, Databases, and Anti-Virus.➤ Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, OneDrive) customer documentation, project management, customer communication, and customer Executive Business Reviews.

California, United States

Mixed role, customer-facing and company internal facing on the Professional Services team. Responsible to engage customer projects and fulfill the design and deployment phases in the SOW. Additionally responsible for leading the Education Content development team for all courses, certifications and eLearning videos for the Citrix commercial training business.➤ Performed direct consulting projects, (with Citrix Virtual Apps and Desktops, and Citrix NetScalers), including design documents, and hands-on setup through remote access to customer data centers, on-premises (VMware vSphere and Citrix XenServer hypervisors deployments), and cloud platforms (Microsoft Azure Cloud).➤ Developed an Education Toolkit with methodologies, tools, and training to implement new standards of content development; resulting in faster onboarding (from 3 weeks to 2 days) of new developer talent and a record-breaking customer-driven Net-Promoter scores increase from 60 to 80+.➤ Managed all content developers and instructional designer across 3 continents promoting consistent growth and positive outcomes; includes internal coordination cross-team with consulting to increase innovation in the development of real-world content accuracy.➤ Project managed Citrix’s parallel conversion of Education to eLearning platform, by outlining all content, scheduling talent, establishing content presentation, overseeing 1K+ video development, and personally recording 300+ videos.➤ Project managed dozens of course development from inception to release, and support; includes aligned certifications and badge exams.➤ Presented dozens of Pre-Sales Webinars to customer audiences with a positive increase in sales of both traditional classroom training and eLearning subscriptions.Technology Proficiency Summary:➤ Citrix virtualization and networking products.➤ User Profiles, File Redirection, and File Shares.➤ Microsoft Office customer documentation, project management and course development.

California, United States

Mixed role, customer facing and company internal facing on the Professional Services team. Responsible for engaging customer projects and fulfilling the design of the SOW. Responsible to deliver Beta-Releases of courses, to customers and partners. Additionally responsible for leading the Education Content development team for the Virtualization product line, courses, certifications, and eLearning videos for the Citrix commercial training business.➤ Performed direct consulting projects with customers, (using Citrix Virtual Apps and Desktops, with Citrix NetScaler), including design documents, and hands-on customer setup in data centers, on-premises,(Citrix XenServer and VMware vSphere), and cloud platforms.➤ Managed, scheduled, and trained 18+ direct reports to facilitate Virtualization product course and exam development.➤ Developed standards in Virtualization product education content and released 12+ new instructor led training courses.➤ Released 3 new certification exams and increased NPS scores from 30+ to 60+ through the implementation of strategic policies.➤ Maintained Master CCI Trainer status through the delivery of dozens of training courses and Pre-Sales webinars to hundreds of customers.➤ Developed course content (using Microsoft Word, Excel, PowerPoint, Visio, and SmartSheet) for Citrix Virtual Apps and Desktops, Citrix Provisioning Services and all supported features.➤ Provided technical oversight and knowledge to development teams to facilitate improvements and system objectives in compliance with company specifications and brand objectives.Technology Proficiency Summary:➤ Microsoft Azure Cloud, VMware vSphere, Microsoft Hyper-V, and Citrix XenServer customer platforms.➤ Microsoft AD, Exchange, User Profiles, File Redirection, File Shares, Databases, and Anti-Virus.➤ Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams, OneDrive) course content development.➤ SmartSheet for project management.➤ Windows Desktop and Server OS.

Oceanside, California, United States

Mixed role, customer facing and company internal facing. Responsible for delivering Technical Training in fulfillment of Citrix commercial training partnerships. Responsible for engaging customer projects and fulfilling the SOW. Additionally responsible for Co-Operating the business, through continuous recruitment, interviews, hiring, and training employees for positions to specific business needs.➤ Performed direct consulting projects with customers, (includes Citrix Virtual Apps and Desktops, Citrix Provisioning Services, Citrix XenServer, Citrix NetScaler, Microsoft Active Directory, Microsoft Exchange, domain Services, network setup, and support).➤ Delivered IT training to customers and partners; onsite, remote, and hybrid; on average 45+ weeks per year for nearly 10 years resulting in the successful delivery of 500+ Technical Training courses.➤ Utilized technical background and current consulting methodologies to provide real-world examples in the training environment, resultant in a positive learning experience with recognition by Citrix Systems as highest rated instructor in the world. ➤ Developed and deployed all business processes, team analysis, role design, site readiness, established quality regulations and leveraged training services in the growth of the company and its’ employees.➤ Trained and developed associates to ensure they continued to provide outstanding service and represent brand standards.➤ Pioneered Technical Training Lab hosting services to Citrix commercial partners, providing hypervisor host hardware configuration and customer support.➤ Configured Datacenter setup and performed maintenance on hardware, hypervisors, software, Microsoft Windows infrastructure, and compiled documentation.Technology Proficiency Summary:➤ VMware vSphere, and Citrix XenServer.➤ Microsoft AD, Exchange, User Profiles, File Redirection, File Shares, and Databases.➤ Microsoft Office (Word, Excel, PowerPoint, Outlook, Publisher, Visio Teams, OneDrive).

Oceanside, California, United States

Mixed role, customer facing and company internal facing. Responsible for managing all customer accounts, across industries including non-profit schools, churches, YMCAs, FannieMae, and other commercial customers. Served as a single point of contact for all technical support and design needs. Managed accounts receivable. Pre-Sales and Post-sales customer management.➤ Recruited, interviewed, hired, and terminated technical engineers.➤ IT Project managed complete customer portfolio, including infrastructure for full lifecycle (Design, Deploy, Support, Retire).➤ Managed, scheduled and mentored all technical engineers.➤ Hands-On engineered Customer environments including hardware (datacenter rack install, server hardware, cabling, and power management), software (Microsoft AD, Exchange, File Servers Profile Management, and etc) and support (365/24/7 help desk).➤ Achieved 100% SLA for support contracts.➤ Documented all customer technical environments and projects via Microsoft Word, Excel, PowerPoint, Visio and Publisher.➤ Scheduled, project managed, coordinated and attended all customer change windows.➤ Analyzed service requests and incidents, providing SLA evaluations and presented Executive Business Reviews.➤ Presented status reports on project managed milestones to key customer stakeholders.➤ Developed business management processes including team analysis, tools and policies.Technology Proficiency Summary:➤ VMware vSphere, and Citrix XenServer.➤ Microsoft Windows Server and Windows Desktop.➤ Microsoft Active Directory, Microsoft Exchange, User Profiles, File Redirection, File Shares, Databases and Antivirus.➤ End-User Machine deployment, Ghostcast image management, and Deepfreeze Client Lockdowns.➤ Microsoft Office (Word, Excel, PowerPoint, Outlook, Publisher, Visio Teams, OneDrive).