Ricky Frey Email & Phone Number

Graham, Wa, Us

• Leads strategy and implementation of OKRs, Hiring, and Process/Policy for Customer Support at Dropsuite.• Leads Technical Account Management, Service Delivery, and Knowledge Management teams.• Achieved a 20% increase in customer satisfaction ratings and a 80% decrease in response and resolution times.

Owns staffing, systems, implementation, and vision for all customer facing support and technical account management programs leading a multicultural globally dispersed team.

Bellevue, Washington

Leading the US based Software Support Engineers team. Responsible for staffing, processes, customer offerings, and development of a team of 10+ Support Technicians and Engineers.Notable Items:Complete redesign and implementation of Zendesk for global ticketing processComplete redesign of macro/templated responses for the global Support TeamCustomer Success Lead on all company Cross Functional Design/Release TeamsCreated Ticket Volume dependent staffing calculation for… Show more Leading the US based Software Support Engineers team. Responsible for staffing, processes, customer offerings, and development of a team of 10+ Support Technicians and Engineers.Notable Items:Complete redesign and implementation of Zendesk for global ticketing processComplete redesign of macro/templated responses for the global Support TeamCustomer Success Lead on all company Cross Functional Design/Release TeamsCreated Ticket Volume dependent staffing calculation for each level and overall staff countPost design changes/implementations decreased 1st response 50% and increased Customer Satisfaction 2.5% Show less

Bellevue, Washington

I handled escalated troubleshooting and RCA’s not only of the BitTitan product suite of HealthCheck and Migration technologies, but customer environments as well. This includes network, firewall, and application troubleshooting including but not limited to the following technologies:- Office 365 product suite (Sharepoint, OneDrive, Exchange, etc)- GSuite (Google Drive, API, Mail)- Microsoft Exchange On-premise (2007+)- Azure- Lotus Notes- Active Directory (AAD… Show more I handled escalated troubleshooting and RCA’s not only of the BitTitan product suite of HealthCheck and Migration technologies, but customer environments as well. This includes network, firewall, and application troubleshooting including but not limited to the following technologies:- Office 365 product suite (Sharepoint, OneDrive, Exchange, etc)- GSuite (Google Drive, API, Mail)- Microsoft Exchange On-premise (2007+)- Azure- Lotus Notes- Active Directory (AAD Connect, GPO, etc)As part of this escalation process I provide training, mentoring, and review of the Tier 1 and Tier 2 engineers in Customer Success. I was the lead in the US Daily Development War Room. In which I am relied upon to provide solutions for customer project success, and identifying/reproducing bugs or possible improvements for the product suite.Finally, I designed and provided direct support to the largest partner accounts as a dedicated account support specialist for both troubleshooting and project on-boarding as part of an elevated SLA process. This program has evolved into full CSM offerings and multiple staff members following these principles. Show less

I was responsible for supporting the Loan Servicing business unit with business process documentation, analytics reporting, systems upgrades, and script development for work automation. Other responsibilities included technical documentation, requirements gathering, and enhancement/upgrade data validation.- Worked with business customers to analyze, troubleshoot and escalate business system needs- Configured business rules based on business requirements.- Identify and document… Show more I was responsible for supporting the Loan Servicing business unit with business process documentation, analytics reporting, systems upgrades, and script development for work automation. Other responsibilities included technical documentation, requirements gathering, and enhancement/upgrade data validation.- Worked with business customers to analyze, troubleshoot and escalate business system needs- Configured business rules based on business requirements.- Identify and document business and technical requirements- Determine, document and communicate the impact of proposed system enhancements and changes to current business processes- Prepare and execute testing and data validation of new development and enhancements- Assist team in planning and installing enhancement or new development in production- Support the training team in the development and maintenance of user guides, job aids and other materials for application users- Lead cross functional teams to deliver small projects Show less

Bellevue, Wa

As the Web Programs Coordinator, I was responsible for synchronizing the strategy, project development, and implementation of the organization's web systems and programs. All troubleshooting, documentation, and reporting was created for the external and internal platforms.This position managed:Development Vendor Internal Tools/Dashboard (AVA, Sharepoint) Consumer Account CRM (My Home Planner, Hubspot, Leadrouter)SQL DatabasesLead Management WorkflowAzure Web… Show more As the Web Programs Coordinator, I was responsible for synchronizing the strategy, project development, and implementation of the organization's web systems and programs. All troubleshooting, documentation, and reporting was created for the external and internal platforms.This position managed:Development Vendor Internal Tools/Dashboard (AVA, Sharepoint) Consumer Account CRM (My Home Planner, Hubspot, Leadrouter)SQL DatabasesLead Management WorkflowAzure Web Environment and ScalingWeb Analytics (Google, Opentracker, Internal)Coldwell Banker Bain and Seal Consumer Sites (Desktop and Mobile) Show less

As a Tier 2 Technician and the Webhelp Coordinator, I supported the Citrix environment application troubleshooting, server availability, and network issue root cause analysis. This included Active Directory, Micorosft Exchange, Barracuda Filtering, and the company's Google Mail transition from On-Premise Exchange.. Escalation of issues from Tier 1 triage support calls, and Tier 1 mentoring were further duties. I was also responsible for the functionality, sability, and feature… Show more As a Tier 2 Technician and the Webhelp Coordinator, I supported the Citrix environment application troubleshooting, server availability, and network issue root cause analysis. This included Active Directory, Micorosft Exchange, Barracuda Filtering, and the company's Google Mail transition from On-Premise Exchange.. Escalation of issues from Tier 1 triage support calls, and Tier 1 mentoring were further duties. I was also responsible for the functionality, sability, and feature Implementation/documentation for all internal and external web programs; acting as the SME for all major features on the Coldwell Banker Bain | Seal websites. I led the transformation of both the desktop and mobile environments from their first generation state, into rich and feature robust platforms. After implementation, I created instructional internal and external training materials hosted via Youtube, and also led in office trainings to drive the adoption of these new products.WebHelp Projects:- Designed and Managed Tech Help YouTube- Managed the Migration from Internally Hosted Exchange to Google Mail (Field deployments, and GAPPS Sync)- Managed the Active Directory Permission Groups, Users, OU’s, and Computer Accounts- Administered the MS Exchange Performance, Accounts, and audits- Managed the Barracuda Filter/Firewall and Symantec Anti-Virus for mail servers- Managed the Load Balancing feature, and server updates for Citrix Environment- Managed Deployments, Updates, and Standups of Server Infrastructure Show less

Puyallup

Initial support triage representative responsible for incoming/outgoing support calls, email, and ticketing system. Heavy use of Exchange. Active Directory, Imaging Software, and GoToAssist to troubleshoot, tune, and maintain systems. I was consistently rated #1 or #2 for customer service via post-call survey for all IT staff, and recorded the most recorded tickets during this time.

Puyallup , Wa

I was brought into this company’s location at its inception. In helping plan and implement the location opening, sales strategies/implementation, and marketing efforts while quickly creating a sales model that provided consistent revenue growth.Some key policies implemented include: - Value based consultations. Giving value to the needs of the customer identified via consultation. - Direct prospect mining. Face to face prospecting during peak league times. - Value Newsletter… Show more I was brought into this company’s location at its inception. In helping plan and implement the location opening, sales strategies/implementation, and marketing efforts while quickly creating a sales model that provided consistent revenue growth.Some key policies implemented include: - Value based consultations. Giving value to the needs of the customer identified via consultation. - Direct prospect mining. Face to face prospecting during peak league times. - Value Newsletter. Direct to prospects newsletter with content and tips to create store awareness. - Brand enhancement. Promoting the achievement of past customers through rewards creating brand champions. Show less

Bachelor Of Business Administration (Bba), Business Administration And Management, General

1st Place (International) in Glo-Bus Business Competition Spring 2015

Aa, Business

Activities and Societies: Raider Soccer, Pierce College Tenure Committee, Athletic Academic Leadership Award