Justin Hein's Location
Littleton, Colorado, United States, United States
Justin Hein's Contact Details
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About Justin Hein
I thrive at the intersection of people and technology where I get to exercise my strengths in communication and problem-solving. I have held leadership positions within multiple startup environments gaining a deep understanding of the systems and structures needed to build processes and teams that excel at scale. These experiences have grown me into someone who is adept at navigating ambiguity and bringing into focus seemingly disparate business problems, all while developing an engaging culture that invites people to be their best and truest selves. Always open to coffee, video chat, or a hike in beautiful Colorado! 🏔💪StrengthsFinder2.0 (CliftonStrengths):1. ❤️Restorative - People exceptionally talented in the Restorative theme are adept at dealing with problems. They are good at figuring out what is wrong and resolving it.2. 💡Ideation - People exceptionally talented in the Ideation theme are fascinated by ideas. They are able to find connections between seemingly disparate phenomena3. 🙋🏻♂️Responsibility - People exceptionally talented in the Responsibility theme take psychological ownership of what they say they will do. They are committed to stable values such as honesty and loyalty.4. ☕️Relator - People exceptionally talented in the Relator theme enjoy close relationships with others. They find deep satisfaction in working hard with friends to achieve a goal.5. ⏱Futuristic - People exceptionally talented in the Futuristic theme are inspired by the future and what could be. They energize others with their visions of the future.🤔 Myers–Briggs: INTJ - People with the INTJ personality type are imaginative yet decisive, ambitious yet private, amazingly curious, but they do not squander their energy. (https://www.16personalities.com/intj-personality)
Justin Hein Work Experience Details
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Solutions EngineerOnboarded Mar 2024 - PresentIncline Village, Nevada, Us -
Head Of Information TechnologyCheck Feb 2023 - Mar 2024New York, Ny, Us- Spearheaded the creation of comprehensive Generative AI Guidelines, ensuring ethical and responsible AI use across the organization.- Pioneered a robust vendor review process for new LLM powered systems - Lead the creation and execution of Check's IT strategy including the management of 2 offices, 60 business applications, and our IT service desk serving 130 employees - Deliver on multiple IT projects to increase efficiency or deliver cost savings, including standing up an Asset Management System to streamline the management of over 150 employee assets - Oversee the selection, architecture, deployment and ongoing maintenance for all business systems including our ERP, CRM, and iPaaS software - Coordinated company-wide cybersecurity programs while on the Security Leadership team, including our generative AI policy, contractor utilization policy, and MDM deployment - Lead our SOC II Type 2 compliance efforts, including policies, technology, and people - Oversee Check's A/V and network infrastructure, from the design and implementation to maintenance of our systems in our SF and NY offices -
Head Of SupportCheck Jun 2022 - Mar 2023New York, Ny, Us- Redesigned the backend configuration of our ticket system to increase the efficiency of our ticket management leading to a 100% SLA pass-rate month over month - Responsible for improving and reporting to executive leadership on key support metrics such as SLA pass-rate, time to triage, average agent replies, and scaling ratios - Coach team members on how to deliver empathetic, efficient, and thoughtful replies across 600 tickets per week in 2022 - Coordinated improvements to our internal tooling with our product management team to streamline processes and product experiences - Represent over 30 people in Operations and Partner Success during client-facing interactions in coordination with our partner success team - Collaborate with our compliance and regulatory team to ensure support is providing accurate answers across 50 states, 1267 jurisdictions, and 6829 taxes
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Support Engineering ManagerCheck Mar 2022 - Jun 2022New York, Ny, Us
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Manager, Customer Support EngineeringCheckr, Inc. Oct 2021 - Feb 2022San Francisco, California, UsCheckr is an API forward solution providing trust and safety products to customers interested in growing their talent pipeline, investing in Fair Chance talent, and minimizing risk on their platforms. Checkr customers include Uber, Lyft, DoorDash, Compass, and several other brands you've probably used today! In this role, my primary responsibility is to anticipate the future technical needs of our customers and evolve our Support Engineering model to continue providing quick, friendly, and accurate resolutions. As well, I believe it's a leader's responsibility to set the culture of the team. I do this through weekly 1:1's, skip-level meetings, daily standups, strategic use of Slack channels, and quarterly team events. Key Achievements (Ongoing role):- Promoted tenured CSE to Associate Manager to lead CSE I's as a player/coach- Provided oversight on SOP documentation for new products alongside technical program managers- Aligned with executive leadership on headcount needs for 2022 and future specializations need in CSE- Key stakeholder in upcoming product launches focused on improving the partner and developer experiences- Coached and trained CSE's on troubleshooting techniques, career growth, and customer communication- Frequent participant in mission events including several visits to Colorado correctional facilities -
Associate Manager, Customer Support EngineeringCheckr, Inc. Nov 2020 - Oct 2021San Francisco, California, UsThis used to just say "busy building a team that loves caring for people and solving tough problems", which was absolutely true. In this role, my primary focus was on scaling the Support Engineering team. Over 9 months, I hired 7 Support Engineers, of which three were Senior. Key Achievements:- Amidst a 700% increase in Support Engineering tickets (due to hyper customer growth), maintained an 88%+ CSAT score across CSE- Collaborated with our Talent team to create and deploy a recruiting plan for support engineers - Partnered with Site Reliability Engineering to publish a revamped Incident Management program which included CSE's filling the Customer Liasion role - Provided interim management for several individuals across CS during sabbaticals and turnover - Aligned the team to develop documentation of our most common workflows, issues, and knowledge- Advised on the released of our Partner API documentation and existing Customer API docs
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Senior Customer Support EngineerCheckr, Inc. Mar 2020 - Nov 2020San Francisco, California, UsAs COVID hit the world, we maintained our lean approach to technical support as I remained our only technical representative in Customer Support. With COVID placing an unprecedented burden on courts via shutdowns and increased demand for drivers on delivery-based applications, I doubled down on providing our customers with the knowledge they needed to navigate several technical challenges. Key Accomplishments:- Provided Strategic accounts guidance and ad-hoc ticket support for COVID related product enhancements- Created the 2021 Support Engineers strategic plan with partnership with executive leaders- Resolved hundreds of complex technical issues while maintaining a 90% CSAT score - Reviewed code exercises from The Last Mile participants (incarcerated learners)- Collaborated with Engineering and IT to set up a centralized bug submission process through Jira Service Desk- Provided trainings, implemented Slack workflows, and several other CS team improvements
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Technical Customer Support SpecialistCheckr, Inc. Jul 2019 - Mar 2020San Francisco, California, UsAs the first Technical Support Specialist within Checkr, I had the unique responsibility of establishing the foundations for a successful technical support function while concurrently resolving active customer issues. Key Accomplishments:- Designed, implemented, and maintained the workflow to escalate technical issues to me from other agents- Resolved customers issues across several products areas, primarily on our REST API as well as our iPaaS-hosted integrations- Delivered resolutions and provided consultations to every customer segment, including Strategic accounts and Channel Partners- Took over as the Customer Support point of contact for production incidents, participating in several dozen postmortem discussions within the first few months- Primary technical skills required included JSON interpretation, SQL, Object-oriented programming languages (JavaScipt and Ruby, primarily), cloud networking, and application monitoring programs
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Senior Technical Support EngineerFlywheel Aug 2018 - Jun 2019Omaha, Nebraska, UsDelivering empathetic high-quality designed-to-be-read-by-humans responses to complex issues. Issues resolved by me and my team include:- NGINX web server software configurations- SMTP troubleshooting on the SendGrid platform- Advanced WordPress related errors - Malware discovery and removal- Google Cloud Platform based issues and escalations- Application level debugging- Analyzing network level security issues and implementing solutions -
Technical Support EngineerFlywheel Aug 2017 - Aug 2018Omaha, Nebraska, UsProvided basic customer support through tickets and chat for WordPress and server related issues. Issues commonly dealt with included:- Basic application level debugging- WordPress based questions and suggestions- SSL/HTTPS installation and configuration- Basic front-end debugging- Sender Authentication setup through SendGrid (third-party vendor)- DNS setup and troubleshooting- Responding to product concerns and feedback
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Computer Science Teaching AssistantUccs College Of Business Aug 2017 - May 2018Colorado Springs, Co, UsAll Information Systems students at UCCS must take Intro to Web-Based Programming as a requirement for their degree. Having learned the concepts taught in the class 4 years prior, I was uniquely positioned to provide peer-based guidance on the topics being explored in this class which included basic HTML, CSS, JavaScript, and PHP. Over the course of two semesters, I assisted in delivering class instruction as well as gently-guiding students towards solutions. In addition, I held office hours each week for students to drop by and receive additional out of class support. I was frequently visited and was often told: "NOW I understand it.", which I think is awesome. Students who took advantage of office hours and email based instruction would frequently excel in class projects and homework assignments in comparison to students who did not. -
Owner/DeveloperInheinsight Llc Aug 2014 - Aug 2017While in operation, Inheinsight provided web support for over 25+ clients! At Inheinsight, we designed WordPress based solutions for our customers in the fields of government contracting, real estate, consulting, coaching and software. In addition to WordPress design, we included ongoing maintenance, security and hosting solutions for our clients. -
Information Technology SpecialistCatalyst Campus For Technology And Innovation Aug 2016 - Mar 2017Colorado Springs, Colorado, UsCatalyst Campus is a local business development conglomerate comprised of a co-working space, support services, office rentals, event space, and community partners. Small businesses within the defense, cyber and space industries are encouraged to office at the campus and begin their entrepreneurial journey there as they will be given the unique support they require to compete for government contracts. I contributed to this organization's vision by providing my skillsets as an experienced WordPress designer and technology specialist. With my assistance, the campus saw tremendous improvements in their IT management including resource tracking, maintenance records, updated web software, and driving interest towards improving their CRM. Upon leaving the campus, I had developed connections with several CRM developers and providers, redesigned and optimized their website, implemented new ticket tracking processes and integrated event calendars and ticket purchasing. -
Co-FounderQuikcycle Llc Jul 2016 - Dec 2016QuikCycle was an innovative concept centered around bringing people together through the utilization of mobile-centric bike rentals. The idea, which reached deployment of its MVP, was to provide local citizens access to urban bike rentals similar to B-Cycle or other bike rental agencies. In my position, I was responsible for communicating with city stakeholders, community partners, marketing agencies and other interested parties. Additionally, I developed the QuikCycle logo and brand ultimately also influencing the color of our very noticeable bicycle.
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Green Team Technology SpecialistJackson May 2016 - Aug 2016Lansing, Mi, UsIn this position I am responsible for ensuring all 40 team members Excel spreadsheets are functioning correctly as well as additional systems (Outlook, Access, various databases, etc.). I also develop VBA modules and Excel formulas to analyze data from these spreadsheets. My findings generally influence calling policy and team efficiency in order to increase conversion percentage. Additionally, this position works with the Annuity Support Unit and Customer Service to accommodate customers seeking to convert to electronic delivery via both a proactive and reactive approach. Working with the Denver, Lansing and Franklin offices, this position involves performing research, Excel spreadsheet maintenance, handling in-bound and out-bound phone calls, collecting and reporting on customer data, and special projects as necessary. -
Web Content SpecialistCity Of Colorado Springs Oct 2014 - May 2016Colorado Springs, Colorado, UsI was responsible for working with all 21 departments within the city to coordinate the creation, maintenance, and deletion of content on coloradosprings.gov. I worked closely with the Communications Staff and App Support teams.When I first joined the city, our website was battling for attention from our old site for both internal (city staff) and external traffic due to our gradual transition from springsgov.com to coloradosprings.gov. Coloradosprings.gov now has all departments actively participating in content management, springsgov.com is no longer accessible to the public, and additional website improvements are underway.
Justin Hein Skills
Leadership
Public Speaking
Microsoft Office
Customer Service
Management
Entrepreneurship
Project Management
Program Management
Strategic Planning
Event Planning
Social Media
Team Leadership
Microsoft Excel
Web Content
Wordpress
Time Management
Content Strategy
New Business Development
Business Development
Technical Support
Troubleshooting
Innovation Development
Sql
Customer Support
Nginx
Git
Html
Justin Hein Education Details
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University Of Colorado Colorado SpringsCreative Communications
Frequently Asked Questions about Justin Hein
What company does Justin Hein work for?
Justin Hein works for Onboarded
What is Justin Hein's role at the current company?
Justin Hein's current role is Solutions Engineer @ Onboarded.
What is Justin Hein's email address?
Justin Hein's email address is ju****@****ckr.com
What is Justin Hein's direct phone number?
Justin Hein's direct phone number is +140223*****
What schools did Justin Hein attend?
Justin Hein attended University Of Colorado Colorado Springs.
What are some of Justin Hein's interests?
Justin Hein has interest in Collecting Antiques, Exercise, Sweepstakes, Home Improvement, Shooting, Reading, Gourmet Cooking, Sports, The Arts, Home Decoration.
What skills is Justin Hein known for?
Justin Hein has skills like Leadership, Public Speaking, Microsoft Office, Customer Service, Management, Entrepreneurship, Project Management, Program Management, Strategic Planning, Event Planning, Social Media, Team Leadership.
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