Lee Barnes Email & Phone Number

Fort Lauderdale, Fl, Us

Boca Raton, Florida, Us

• Higher Ed and Enterprise• Led the Customer Success, Support, and Service teams. 80 employees globally. • Increased GRR by 7% (73%-80%) from ‘22-’23. • Started the “Top 25” initiative and attended monthly calls with our top 25 customers to ensure CSMs had a pulse on customer day-to-day business needs and goals. • Created a sophisticated and prescribed customer journey to promote usage and adoption. • Increased support efficiency by 64% since January 2023. CSAT remained unchanged. • Implemented cost-savings initiatives to save $200K+ per year. • Built reports in Metabase and Looker to identify expansion opportunities and churn risks. • Support and Proctoring were running 30% leaner YoY. • Support efficiency up by 64% YoY. CSAT remained unchanged.• Built reports in Salesforce, Gainsight, Google Sheets, Metabase and Looker

San Jose, Ca, Us

• K-12• Grew a team from 7 -> 30 consisting of SEs, Support, Implementation Specialists, and 24 analysts. • Went from $5M -> $40M ARR. • Increased CSAT from 91.8% -> 99.3% • Increased NPS from 20.5 -> 55• Increased GRR from 70% -> 82%Customer Success:• Designed a new customer journey and planned the tech stack around it; SalesForce, Gainsight CS and Gainsight PX, Zendesk, Aha. • Created playbooks to increase retention and expansion. • Created process to onboard and train customers on all products and features. • Streamlined the onboarding process reducing the time by 33%. Support:• Rolled out phone and chat support. • Regular capacity planning• Worked to deflect as many tickets as possible with knowledge base articles, macros, automation, and root cause analysis to ensure scale: this also resulted in higher Customer Satisfaction (CSAT) and Net Promoter Score (NPS). Dabbled with AI for ticket deflection.• Revamped the customer-facing knowledge base. • Built reports in Google Sheets, Salesforce, Gainsight, and Looker. Sales Engineering:• Capacity and territory planning. Rolled out new compensation plans each year. • Shifted the hiring strategy for support reps and Sales Engineers reducing costs by 50% while maintaining CSAT and NPS.• Created a cadence for Sales Engineers to meet with their respective AEs to create a tighter rapport• Led by example by staying involved with our strategic RFPs, demos, and implementations. Operations:• Built reports to optimize processes. • Assisted with post-M&A restructuring around people, processes, and tech consolidation.• Built out reports to prioritize bug fixes and feature requests bringing a data-driven approach which helped balance new revenue with CSAT and renewals.• Implemented onboarding training and professional development tracks for Support and Sales Engineers. • Worked closely with marketing to create technical collateral.

Boston, Ma, Us

• K-12, SLED, Higher ED, Commercial, and Enterprise• Promoted to leadership in less than one year where I started with a team of six engineers. • Hired, trained, and managed a global team of 25+ pre and post sales engineers in a very technical and complex product environment. • Went from $5M -> $35M ARR• Forecasted for headcount growth to meet demands.• Consistently hit new revenue and retention goals.• Took Tier 3 escalations, assisted with strategic RFPs, POCs, installations, and support of strategic customers, interfaced directly with marketing leadership to assist with how to best position the product. • Worked directly with development to assist in creating new features and resolving bugs based on market demand • Regularly worked on updating processes and procedures to maximize efficiency. • Attended conferences with sales to evangelize and present our products and services. • Coached the team to increase win rates, retention rates, and upsells/cross-sells. • Revamped the customer-facing knowledge base and built out a new implementation guide. • Attended conferences with sales to evangelize and present our products and services.• Worked with finance to roll out new annual compensation plans. • Territory planning• Regularly worked on updating processes and procedures to maximize efficiency. • Started by selling hardware with a software subscription and moved to full cloud.• Built reports in SQL and Microsoft Excel.

Exton, Pa, Us

At Ricoh I helped maintain and support their product, Documentmall which is built on Documentum. I assisted in the upgrade from 5.3SP6 to 6.7 SP1 patch 8. While maintaining our production environment, I am also in charge of our virtual environments (built on VMware using Vcenter for management). -Windows Server Administration-Documentum-Tomcat-Java-Oracle11G

Deerfield, Florida, Us

During my time at Volico, I worked directly under the owner of the company. I assisted in the implementation of internal systems and procedures such as a web-based time clock and a wiki for documentation purposes. I assisted the owner in all aspects of the new data center build out; from documentation to cable layout, from picking out carpet to picking out office furniture, from addressing camera locations to setting up monitoring systems. We planned the entire floor layout including hot/cold aisles, power circuit sizes and locations, and ESD (ElectroStatic Discharge) tiles. We basically built a new data center while maintaining the existing data center and supporting those customers at the same time.

Monroe, La, Us

-Maintain and troubleshoot complex heterogeneous networks. -Work closely with central office techs and field techs in order to resolve physical issues usually with limited to no visibility to the actual devices. -Proactively monitor and respond to circuit alarms.-Getting creative in order to find my own answers/solutions-Provide the best possible customer support.Range of Circuits:DS0: 64bit DS1: 1.5mbit DS3: 44 mbitOC3: 155 mbitOC12: 622 mbitOC48: 2.4 GbitOC192: 10GbitUse of Solaris 5.10, Netcool, NavisCore, ServiceOn.Vendors:Cisco, Juniper, Marconi, Alcatel Lucent, Ceterus, Aktino, Actelis, Redback, RAD, Adtran, Calix, Acterna, OmnitronTechnologies:-ATM-Frame Relay-Ethernet-E911

Orlando, Florida, Us

• Experience maintaining mission critical environments.• Maintained and monitored Windows, Linux, and Cisco environments.• Configuration, installation, and maintenance level knowledge of web, database, firewall, load balancer, and monitoring devices. • Experience with the inter-workings of data center infrastructure including HVAC, UPS, generator backup, physical security measures, and redundant network infrastructure.• Installed, removed, and maintained data center wiring infrastructure.• Provided 24/7 customer support.

Bachelor Of Science - Bs, Criminal Justice/Law Enforcement Administration

Bachelor Of Science (Bs), Criminal Justice/Law Enforcement Administration