Lott Caskey Email & Phone Number

Orlando, Florida, United States

Orlando, Florida, United States

ServiceNow was an exceptionally rewarding experience, marked by a company culture that fervently embraced teamwork and collaboration. It was a culture I was eager to nurture as I advanced; successfully embedding these principles within the waves of engineering talent through mentorship and a “working manager” mentality. With my accumulated experience and deep operational insight, I found myself well-placed to contribute and instrumental to the company's ascent to greater achievements. At ServiceNow, I advanced nearly a decade, mastering all aspects of service delivery, products, process management, and digital transformation and innovation.- Responsible for the Technology Roadmap and strategy for Technical Support, duties included yearly budgeting, program and product management, and the continuous improvement of implemented technologies year-over-year- Key organizer in delivering both internal and external components of Generative AI summarization to support personnel and customers; most notably through case summarization and search results- Architected a system of automated communications on non-actionable communications with both internal stakeholders and customers for active customer-facing cases; resulting in a 6% decrease in activity from Technical Support Engineers on 360,000 cases per year

Orlando, Florida, United States

- Integral in the assessment, planning, monitoring, and deployment of key projects needed to facilitate the process and technological needs of the Technical Support Delivery, Major Incident Management and Support Account Management teams- Established as both a technical and process SME across organizations, personally implementing tooling and monitoring systems for proactive support response and management- Representative of Support interests through Change Management and Customer Communication, member of the CAB and representative of Technical Support interests- Develop and maintain the key KPIs for Technical Support, using those indicators to identify potential opportunities for Process Optimization and reduction of overhead- Other responsibilities included the leading of the Communication Operations Management team, monitoring change events, informing customers of planned maintenance, CVE mitigation, security response, and developing the “voice” of the company

Orlando, Florida, United States

- Service Delivery Manager for the Performance team, responsible for the proactive and reactive response for business-critical events impacting customer availability- Developed management dashboards and process for the global team- Implemented automations and bots to alert global teams to potential customer impacting events via Slack and MS Teams- Developed Quarterly Business Review and assessment reporting for the global team- Consistently delivered top-performing customer satisfaction ratings, with an average of a 9.2 CSAT- High-impact reliability management and operational support for cloud systems, nodes, networking, middleware, and application services - Escalation management, specializing in P1 and Major Incident processes- Highly focused on personal and career development of directs and their peers, with a focus on leading by example

Orlando, Florida, United States

- Calm under pressure, often handling mass events spanning many thousands of customers; acting as the primary lead in such situations- Support of complex integrations, web-services, authentication mechanisms for both users and services, networking issues and outages- Full stack and infrastructure expertise, on par with that of Site Reliability Engineers; acting as a trusted resource and expert in most facets of the Cloud Infrastructure and the impacts of issues to customers- Focus on cross-team training and elevation of technical assets to support a product growing exponentially in its capabilities- Integral in the hiring process for multiple locations at an accelerated period of growth and scale- ServiceNow Certified System Administrator

Orlando, Florida, United States

Co-Founder of the OSDial Open-Source Call Center Project, which was aimed at simplifying call center software and maintenance. The project had been very successful, averaging up to 600 platform installations per month for over seven years. From these roles, I gained a tremendous amount of experience and perspective, coming to a unique understanding of the interrelationships between various branches of business, including human resources, sales, support, development, and professional services.- The OSDial software presents itself as an all-encompassing solution for telephony and campaign management. It is adept at handling single to multi-tenant telephony marketing operations, equipped with an array of advanced features. It integrates seamlessly with CRM systems, enhancing marketing tactics through the use of contemporary communication platforms and systems that optimize outreach. This software finds its application across various domains such as telemarketing, debt collection, emergency alerts, notifications for educational bodies, political canvassing, community outreach for religious organizations, and directing incoming calls to live agents. OSDial is adeptly designed for vertical scalability, efficiently managing a workforce ranging from 50 to 500 agents within a single locale or spread out over several regions.

Orlando, Florida, United States

- Established a multi-state network for a prominent resort chain, encompassing all 15 Spinnaker-branded resorts and hotels. This network managed real-time data for sales, bookings, and overall hotel management. It further evolved to incorporate a resort-to-resort and hotel-to-hotel communication system, leveraging the Asterisk telephony software; connecting the thousands of guest accommodations and service amenities within the resorts and hotels, all orchestrated through service protocols and workflows that were developed under my leadership.- Deployed multiple call centers and developed office setups aimed at enhancing the promotion of the resort's offerings. These setups frequently utilized LTSP thin-client technology in conjunction with VICIDial call center software. The success of these integrations led me to further refine the call-center software, ultimately resulting in the launch of my own business focused on support services.

Orlando, Florida, United States

- I began my career as a junior support technician and rapidly acquired expertise in every facet of the business operations. I swiftly advanced to focus on the development, upkeep, and assistance of the MagnaWare Resort and Timeshare software suite.- Coded the integration of the Faircom cTree version 7.11 with the product for the redesign of its database backend. This enhancement precipitated a notable uptick in new client acquisitions and updates from existing customers. The integration facilitated the products transition away from the outdated 16-bit 8086 bytecode, circumventing the deprecation of 8086 support in SCO-Unix environments.- Strategic Development System Implementation: Engineered a development framework that enabled the proper compilation of a single source tree between multiple database engines. The build system permitted developers to compile each component of the application in accordance with the unique constraints and specifications of the respective database engine using a singular command. This methodically categorizing thousands of objects into archives based on their functionality, reducing build-time with the use of cached components.- Crafted Specialized CRM/PMS Solution: created a bespoke web-based Customer Relationship Management and Project Management System (CRM/PMS) for Magna, utilizing the robust combination of Linux, Apache, MySQL, and Perl. The system orchestrated the categorization, allocation, and management of all inbound technical support inquiries and new project initiatives. Moreover, it oversees the maintenance of client databases and user profiles, enabling clients to independently track and manage their support tickets and project statuses online. Additionally, the system is equipped with analytical tools and a time tracking module to monitor both general and client-billable hours dedicated to projects.

Education record

Programming Certification, Computer Programming