Roger Knipp Email & Phone Number

Marietta, Georgia

• We design, develop, and host modern websites that are mobile friendly, Search Engine Optimized (SEO), and run on highly secured Debian server instances on Google Cloud.• Design and complete management of digital signage hosting and advertising network.• On-Site virtual reality photo and video production for virtual business tours and Google Street View publishing.• Design and development of mobile apps (Android and Apple) and Progressive Web Apps (PWA).

SoundScenes creates audible soundscaping solutions for businesses and organizations on various virtual world platforms.The unique tools and products are created by combining professionally recorded audio and highly customizable software.Provided consulting for customer's soundscape project design, implementation, and continued support.Originally known as Acoustic Alchemy Sound Solutions.

Irvine, Ca

Responsible for managing the customer support team and ensuring customer issues are resolved accurately, timely, and to the customer's satisfaction. Managed critical escalations and maintained consistent communication with all levels of internal and external customers. Maintained 98%+ customer satisfaction, the highest survey ratings in the company.Implemented and managed online customer support portal, discussion forum, and knowledge base. Motivated engineers to contribute detailed knowledge base articles for customers. Maintained internal support portal to keep all levels of internal company audience informed of critical customer issues and long term projects. Created internal communication tools to improve efficiency between departments for license requests, billable consultant engagements, escalations, and collaborative group investigations.Worked closely with the Vice President of Report & Output Management and the Manager of Development to prioritize product fixes, enhancements, and long term goals for multiple products. Collaborated with Development to test new releases and review product documentation. Worked closely with Sales and Professional Services Organization to ensure successful billable customer engagements.Implemented extended support program for emergency 24x7 on-call customer assistance. Created, documented, and managed group policies and procedures for multiple products. Lead weekly department meetings to review urgent customer issues, product news, and procedures.Interviewed, hired, and trained a cohesive team of engineers with diverse technical backgrounds. Performed quarterly performance discussions and annual reviews. Created staff schedules and the 24x7 on-call rotation. Ensured that team had proper training, hardware, and software. Accomplished projects as assigned by the Director of Customer Support.

Irvine, Ca

Ensured that technical support was timely, accurate, and completed to the customer’s satisfaction. Managed critical escalations and maintained consistent communication with all levels of internal and external customers. Trained and co-supervised additional support engineers at the UK office to provide assistance for customers in Europe, Asia, and Australia. Worked with Product Management, Development, and Quality Assurance to prioritize product fixes and enhancements. Created and maintained internal support portal to keep all levels of internal company audience informed of critical customer issues and long term projects. Motivated engineers to contribute detailed knowledge base articles for customers. Lead weekly department meetings to review urgent customer issues, product news, and procedures. Managed policies and procedures for multiple products. Reviewed and approved documentation and products releases. Ensured support staff adheres to company policies and procedures. Interviewed, hired, and closely mentored new engineers. Ensured that staff had proper training, hardware, and software to investigate and resolve customer issues. Created staff schedules and the 24x7 on-call rotation. Performed quarterly discussions and annual reviews. Accomplished other projects as assigned by the Director and Vice President of Technical Support.

Irvine, Ca

Supervised the technical support engineers and escalation team to ensure customer satisfaction. Managed resources to address critical customer escalations. Lead weekly department meetings to review urgent customer issues, product news, and procedures. Ensured support procedures are followed and conducted customer case reviews. Created staff schedules and the 24x7 on-call rotation. Worked with Product Manager and Development to prioritize product fixes and enhancements. Lead documentation reviews for future product releases. Created and maintained internal website for all policies, procedures, and product information that was shared between support engineers, consultants, and members of the sales team. Coordinated management projects and planning for support team. Assisted with requirements and deployment of improved customer issue and development tracking packages. Organized group training and mentored engineers. Interviewed and trained new engineers. Participated in the 24x7 on-call rotation.

Irvine, Ca

Provided software installation, configuration, and support to internal and external customers worldwide. Identified and documented software defects and product enhancements for escalation. Created detailed solutions to the customer Knowledge Base. Assisted consultants and Sales by providing proof-of-concept support to potential customers by implementing unique site specific solutions for a successful implementation. Provided on-site product installation, upgrades, and customer training. Created all department product upgrade documentation and common procedures for customers. Validated new patch and product releases to ensure support quality standards are maintained. Organized group training and mentored engineers. Assisted with interviewing new candidates.

Fountain Valley, Ca

Created and maintained data center 24x7 production processing schedule. Represented Computer Operations for the company wide project to migrate from MPE to HP-UX. Monitored and eliminated job contentions while achieving all business requirements.Worked with department managers to resolve critical processing issues. Coordinated with Development on new production software implementations. Provided support to end users, application development, and senior management. Worked closely with other departments to implement solutions to reduce output requirements. Coded and implemented new processes to improve data center productivity. Coordinated production support staff, technical services, and vendors on processing changes and projects.

Fountain Valley, Ca

Fountain Valley, Ca

Anaheim, Ca

Huntington Beach, Ca