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.

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.

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.

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).

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.

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.

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.

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