Peter Ransom Email & Phone Number

Harper Woods, Mi, Us

Harper Woods, Mi, Us

Glendale, Ca, Us

Implements project for a wide range of customers, and ensures that client requirements and needs are met.Maintain client relationships and manage technical projects related to ongoing engagements. Maintains certifications and up to date knowledge regarding multiple file management systems.Plan and determine best courses of actions to meet client requirements and needs, as well as advise on future projects and paths forward.

Austin, Tx, Us

Provided Application level support for customers, focusing on issues regarding configuration and usage. Maintained and created new documentation per company KPI'sMaintained and kept up to date on new trends and updates of the softwareProvided hands on instruction to customers as needed with regards to configuration and setup assistance.Confirmed technical issues and escalations as needed. Wrote and communicated feature requests per changing customer needs and requirements

Ann Arbor, Michigan, Us

Managed and implemented small to large business to business (B2B) technical professional service packages & projects for multiple industries including social media, universities, medical, IT, and financial with budgets sizes up to $M. ▪ Owned professional services projects and was responsible for there execution based on individually negotiated sales arrangements.▪ Served as Google SME; maintained service account document to provide updated clear instructions on how to create a Google service account which was utilized companywide for clients. ▪ Led interdepartmental weekly trainings and learnings on Cloud provider specifics for migration requirements and to provide updates on IT bugs and fixed schedules. Implemented cross-trainings with team experts on various technology topics.▪ Monitored production jobs and provided off-hours support. ▪ Communicated to management, staff, and clients on business reporting needs and technical requirements.

Ann Arbor, Michigan, Us

Assisted, and led in the management and implementation of small to medium Business to Business (B2B) professional services packages. Packages included fully run technical engagements, and trainings on proprietary software. ▪ Served as Google SME after first major project Project required extensive testing and investigation which led to key improvements to the Google utility in the product and future projects. Fixed companywide Google documentation issues for complex service account creation Created and implemented a schedule on revising and reviewing documentation to prevent client confusion▪ Aided in development and testing of External and Internal Learning Management System (LMS) modules▪ Assisted with large scale projects and maintained individual goals and metrics▪ Owned small and medium projects from beginning to completion▪ Maintained interdepartmental and client communication regarding project status and health▪ Maintained technical knowledge of changes, and developments in cloud platforms, including current bugs and issues.

Ann Arbor, Michigan, Us

Developed and executed protocols and action plans to increase the overall satisfaction of our customer base. Reviewed complex interdepartmental relationships and created clear lines of communication and understanding within them. Owned the process of improving overall customer satisfaction.▪ Developed a process and protocol for the transfer of customers from Professional Services to Support Determined key requirements for proper services to support handoffs based on customer provided satisfaction data. Collected and led interdepartmental handoff meetings Reviewed client projects and approved their transfer to the Technical Support team at the end of their services engagement▪ Coordinated with upper management to create and implement customer satisfaction surveys Created and implemented a process to both provide and collect the surveys Reviewed the survey data and presented the findings to senior management Assisted in the development of new policies and improvements to increase overall satisfaction▪ Developed protocols and wrote communication to get userbase updated to the newest available software▪ Provided personal technical support and ownership of dissatisfied clients. Owned the process to get them from detractor to promoter.▪ Began interdepartmental communications and teamwork which had been previously closed due to company culture.

Ann Arbor, Michigan, Us

Provided in depth technical support and assistance to new and established clients, via multiple mediums of communication (email, phone, video chat). Owned the process from when the technical issue came in to when a final solution for the core root cause was provided. ▪ Performed quality assurance testing of new product releases through both provided and self-created testing protocols Implemented testing of migrating large items after finding a bug that would have affected the entire user base if released, saving $1M+ in work hours for the client as well as all operation departments company wide.  Created customized data sets to ensure that tests were as close to what the product would experience when deployed as possible▪ Collaborated with the development team to write and update internal and external documentation on the product Created and published externally available cloud provider specific documentation on best practices and common questions and issues Created and published externally available installation and troubleshooting documentation  Provided interdepartmental assistance on the documentation tool Confluence ▪ Provided Tier 3 technical support for clients ensuring that communications exceeded service level agreements▪ Documented, escalated, and tested bugs found through both client interactions and testing.

Westlake, Texas, Us

Assisted customers, in both a educational and technical troubleshooting role. Ensured that documentation was updated correctly after each customer inquiry. Assisted with the training of new employees through job shadowing, and directed feedback. Maintained an average of 30 customer interactions a dayMaintained and achieved 95%> quality and customer satisfaction

New York, Ny, Us

Led trainings for new incoming members of Sales Technical Operations (STO). Ensured that all incoming STO representatives met corporate guidelines and standards. Simultaneously performed all duties of a Sales Technical Operations Representative▪ Developed and implemented curriculum and learning plans related to Google AdWords and Google Analytics.▪ Led group and individual corporate trainings, and proctored necessary tests and exams▪ Led ongoing professional development courses for current representatives ▪ Created and implemented inter departmental trainings to improve cross team skill sharing▪ Aided in the assessment and implemented process improvement plans for existing team members

New York, Ny, Us

Provided expert technical support and troubleshooting for internal teams experiencing product/performance related issues. Handled and documented internal escalations related to technical issues with proprietary technology ▪ Responded to internal technical support requests via email and video chat▪ Consulted with internal team members on technical issues related to Google AdWords and aided in professional development of representatives still actively taking customer facing calls. ▪ Maintained and continued to develop product knowledge of Google AdWords and Analytics▪ Maintained and kept certifications in Google AdWords Search and Display as well as Google Analytics▪ Analyzed and interpreted complex trends in order to troubleshoot performance questions and concernsAchievements: Promoted to Sales Technical Operations Trainer 05/2014

New York, Ny, Us

Provided excellent customer service and support to advertisers in a call center environment. Provided troubleshooting services and root cause analysis of technical issues as well as performance fluctuations.▪ Maintained certifications in Google AdWords and Google Analytics▪ Provided technical solutions to users through both phone and email ▪ Analyzed user data and activity to resolve performance disputes▪ Provided answers and determinations based on policy disputes▪ Maintained up-to-date product knowledge and as well as internal policies and metrics▪ Recognized trends that could affect advertising performance and communicated them to upper management when foundPromoted to Sales Technical Operations Maintained highest call volume out of 100 employees

Provided excellent customer service to current and potential members Performed all hiring, training and management of all Activities staff, Marina staff, and Pool staffResponsible for the development and scheduling of the Activities Program, which involved 52 themed weekends, as well as the weekdays during the summer Responsible for the maintenance of the Marina and PoolResponsible for keeping boat registrations up to date and maintenance of the boats currentResponsible for the booking of all entertainmentResponsible for communications with staff and customers via phone and emailResponsible for the scheduling and payroll of the Activities Staff