Ryan Davis Email & Phone Number

Raleigh, North Carolina, United States

• Led the largest business unit within the company representing ~$250M in ARR.
• Reported on business unit performance to executives, CEO, and the board.
• Led a retention forecasting process to execute timely renewals and mitigate risk.
• Built predictive models for maximizing customer retention to influence product roadmap and client care.
• Develop strategies to increase opportunities for expansion and upsells.

Raleigh, North Carolina, United States

• Led a global support organization consisting of up to 8 teams responsible for 17 products.
• Improved processes to reduce flagship product escalations by over 75%.
• Collaborated cross-functionally to strengthen relationships and designed new processes which increased support efficiency.
• Transformed support metrics - Backlog: <50% - Same Day Resolution: DOUBLED - Resolution Time: <300% - CSAT: 9.6
• Designed and managed org wide projects including knowledge base categorization, cross functional workflow changes, and launching new offerings.
• Regular executive level presentations on key initiatives.

Cary, North Carolina, United States

• Building L3 process and a worldwide team from scratch to provide world class service for new HCL products.

Cary, North Carolina

• Managed a worldwide team of L3 Engineers working on customer issues with the HCL Connections product.
• Recruited, hired, and trained several new employees in team processes, product details, and daily workflow.
• Handled customer relationships guiding IT and business teams in the following areas.- Product upgrade roadmaps - Environmental configurations - Support case resolution
• Provided reports and insights to upper management on customer requests, sentiment, and influence to product direction.
• Reviewed and redesigned large swaths of the Support process to be more efficient and provide better support to customers.

Cary, North Carolina

Development Support building the next generation of the Connections business collaboration software.

Raleigh-Durham, North Carolina Area

- Level 3 Support Engineer for several IBM Collaboration software offerings.- Expert in diagnosing and resolving client reported software problems.- Coordinate with teams worldwide to fulfill client requests.- Assist teams and clients by sharing my product and technical expertise to provide effective solutions to product bugs and other problems.- Owner of.

Raleigh-Durham, North Carolina Area

- Level 3 Support Engineer for several IBM Collaboration software offerings.- Expert in diagnosing and resolving client reported software problems.- Coordinate with teams worldwide to fulfill client requests.- Assist teams and clients by sharing my product and technical expertise to provide effective solutions to product bugs and other problems.

Raleigh-Durham, North Carolina Area

- Assisted IBM Connections clients with their product experience and work to improve the product based on their feedback. - Worked closely with a geo-distributed team to collaborate on features, define solutions, and product enhancements. - Worked with tools including Eclipse, RTC, remote Linux VMs and all browsers. - Coded with Java, Javascript, HTML.

Raleigh-Durham, North Carolina Area

- Designed and wrote new features for the IBM Connections software offering. - Worked closely with a geo-distributed team to collaborate on features, define solutions, and product enhancements. - Worked with tools including RAD, Eclipse, RTC, remote Linux VMs and all browsers. - Coded with Java, Javascript, HTML, CSS, and JSP.

RTP, NC

Co-op on the WebSphere Portal Development Team developing and maintaining the product.

Rocky Mount, North Carolina Area

- Built and maintain websites and databases. - Maintained office equipment. - Handled mass mailers, email blast, reports, data compilation, and market research.