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Dynamic, results-oriented senior professional working at the cutting-edge of technical leadership, high-quality service delivery, and influential team leadership to drive class-leading account performance. Specialize at defining and translating customer goals into targeted recommendations and innovative solutions while actioning meaningful change to expedite issue resolution, elevate internal standards, and position support services for success. Superior communication and interpersonal skills facilitate strong consultative relationships and promote a leadership environment that is conducive to technical best practice, target-attainment, and continuous improvement.KEY SKILLS & STRENGTHS • Client & Account Relationship Management • Customer Needs Analysis • Problem Solving & Solution Development • Technical Triaging & Troubleshooting • Cross-functional Collaboration & Teamworking• Innovative Problem Solving• Staff Management & Team Development • Technology Performance Optimization • Stakeholder Engagement • Contact Center Solution Development • Critical Incident Management • Training, Coaching & Mentorship • Project Management (Engineering Expertise)• Data Analysis (Data-driven Decision-making)
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Manager, Account ServiceConvergeone Nov 2021 - Present -
Converged Principal EngineerConvergeone Jan 2021 - Nov 2021
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Genesys Converged EnginnerConvergeone Jul 2016 - Jan 2021Indianapolis, Indiana Area
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Strategic Team LeadInteractive Intelligence Sep 2015 - Jul 2016Indianapolis, Indiana Area• Technical Management of a dynamic support team by providing technical leadership to both team members and customers.• Drive customer incidents with support to a quick resolution by working closely with support engineers.• Run meetings with customer for incident/change review.• Provide customer incident summaries to management when needed. • Serve as first escalation point in problem resolution process.• Align customer’s support needs with the future of the product by working with Development and Testing groups.• Work with Infrastructure, network, and platform teams to meet customer’s needs.• Assist in change and upgrade planning for assigned customers.• Training new hires on the foundations of our software and departmental processes.• Evaluate and initiate processes to be utilized within the Support department. -
Caas Senior Systems EngineerInteractive Intelligence May 2012 - Sep 2015Indianapolis, Indiana AreaMajor Responsibilities/Activities • Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.• Research, resolve, and respond to questions received via telephone calls, email, web, and web chats in a timely manner, in accordance with current standards.• Keep a current, general background across the Interactive Intelligence product line and associated technologies. • Maintain and meet the Service Level Agreements (SLA) objectives for CaaS customers. • Capable of resolving majority of the support incidents without escalating to product support. • Assist in special product-related issues as needed. • Set appropriate customer expectations and fulfill customer commitments. • Serve as an active system engineer, interfacing with customers and resolving issues. • Effectively manages a case count between 20-30 incidents. • Compile product information from multiple sources and writes documentation in the form of knowledge base articles for internal use within CaaS Support.
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Quaility AnalystManpowergroup Nov 2009 - Apr 2012Daleville, In-Assisted Customers with hardware and software support via phone and web chat-Overseen Quality of Service and Policy in all technical departments-Documented configurations and contribute to knowledge base-Collaborated with other departments to fulfill site wide projects-Researched to provide resolutions to technical and service issues -
Systems SupervisorNew Castle-Henry County Public Library Dec 2008 - Sep 2009New Castle, In-Supervised department staff and provided training for new applications.-Ensured stability/function of servers, computers and telecommunications systems-Facilitated network infrastructure redesign upgrading all switches, routers, wireless, fiber, and wired networks.-Developed and Deployed new software and hardware solutions-Performed diagnostics, repair, or maintenance on network systems -
System AssistantNew Castle-Henry County Public Library Jun 2006 - Dec 2008New Castle, In-Assisted Supervisor in deployment and testing of database servers and software-Responsible for maintaining operation of all workstations-First to respond to network or communications issues
Nathan Ream Skills
Nathan Ream Education Details
Frequently Asked Questions about Nathan Ream
What company does Nathan Ream work for?
Nathan Ream works for Convergeone
What is Nathan Ream's role at the current company?
Nathan Ream's current role is Manager, Account Service at ConvergeOne.
What is Nathan Ream's email address?
Nathan Ream's email address is na****@****nin.com
What schools did Nathan Ream attend?
Nathan Ream attended Ivy Tech Community College.
What are some of Nathan Ream's interests?
Nathan Ream has interest in Social Services, Children, Civil Rights And Social Action, Poverty Alleviation, Disaster And Humanitarian Relief, Human Rights, Arts And Culture.
What skills is Nathan Ream known for?
Nathan Ream has skills like Networking, Troubleshooting, Servers, Windows Server, System Administration, Cloud Computing, Technical Support, Windows, Voip, Active Directory, Routers, Information Technology.
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Nathan Ream
Le Mars, Ia -
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