Randall Pace Email & Phone Number

South Salt Lake, Utah, Us

• Defined the product strategy for the Deploy and Inventory products as well as the vision and roadmap• Directed conversations with customers to maintain a strong understanding of customer needs and their perspective• Collaborated with stake holders from various internal teams as well as executives to understand business needs and convey learnings from customer research data to gain alignment• Worked alongside the engineering team to organize and prioritize work on new features, bug fixes, technical debt, and other items on the roadmap• Researched information on competitors and the state-of-the-market to inform product strategy• Created bots for integrating bug ticketing (Linear) and release systems (Github Actions) with Slack to keep the company engaged with progress of product development and improvements

South Salt Lake, Utah, Us

• Interviewed internal stakeholders, external customers, as well as non-customers to capture data on various IT management topics valuable to the business• Created and iterated on designs along side customers and engineering to ensure that functionality and usability needs were met and able to be delivered within scoped timelines• Presented research on the competitive landscape and distilled the findings into a more engaging and easily consumable format• Created internal processes for the UX team as it was created and developed

South Salt Lake, Utah, Us

• Provided product support via email using Zendesk, ensuring prompt and effective customer assistance• Identified, documented, and escalated software bugs in JIRA, collaborating with the engineering team for timely resolutions• Created and updated customer-facing documentation and knowledge-base articles, enhancing self-service resources

Austin, Texas, Us

• Performed live remote diagnostics on customer vehicles using custom internal applications, tooling, and processes• Assisted with building out Live Chat and SMS customer support functionality and processes which became the main entry point for customer support at Tesla• Mentored and provided feedback to team members to assist in building solid foundations in logical problem solving, tooling, and processes• Recognized and escalated trending issues to engineering teams in a timely manner for fastest resolution

Austin, Texas, Us

Annapolis, Md, Us

• Supported global airport customers on hosted infrastructure products in both Verizon Terremark cloud and internal private cloud environments• Installed, managed, and patched Windows systems and critical passenger and bag processing applications, ensuring minimal downtime during change management windows• Monitored and analyzed systems and application logs to prevent service outages, ensuring SLA compliance and quality of service• Created detailed reports for software bug tracking in IBM ClearQuest, facilitating prompt resolution by the development team

Annapolis, Md, Us

• Conducted remote software installations and upgrades for airline customers, adhering to change control processes at airports• Collaborated with airport staff, internal teams, and airline customers to ensure successful application testing and deployment• Provided timely support to over 150 airports using ARINC vMUSE/iMUSE and CUPS platforms, troubleshooting issues based on severity

• Automated OS X system deployments using BASH scripts and ensured compliance with NASA security guidelines• Deployed, configured, and managed OS X and Windows systems, integrating them into Active Directory and using JAMF Casper Suite for software deployment and management• Led technical projects alongside a team of 11 Service Desk Technicians, improving procedures and managing high-priority support calls