Wesley Wittry, Pmp, Csm Email & Phone Number

Portland, Or, Us

• Full-lifecycle management and ownership of key technical cross-functional initiatives within Smarsh. Projects focused on internal efficiencies and improving product and service experiences for customers.• Managed the end-to-end project of transitioning Microsoft Teams data capture from EWS to Export API, overseeing the technical implementation, user acceptance testing, and change management activities, and communicating progress and issues to stakeholders and leadership to ensure alignment and buy-in.• Coordinated end-to-end IT asset disposition and decommission of a data center, from planning and documentation to equipment removal and recycling, and delivered a smooth and cost-effective transition for the organization.• Successfully managed the migration of on-prem data storage to AWS Cloud, working closely with cross-functional teams to assess the technical feasibility and business impact of the migration, and delivering a seamless and reliable transition that minimized disruption to operations and data access.

Portland, Or, Us

• Full-lifecycle management of key cross-functional initiatives within Smarsh. Projects focused on internal efficiencies and improving product and service experiences for customers.• Facilitated the creation and rollout of a disaster recovery and business continuity plan, establishing clear recovery objectives, emergency procedures, and communication protocols to mitigate risks and enhance organizational resilience.• Orchestrated a large-scale encryption migration for customers, implementing advanced encryption methods and protocols to protect their sensitive data from cyber threats and ensure compliance with regulatory and industry standards.

Portland, Or, Us

• Led the technical planning, design, and execution of multiple projects to ensure successful completion within budget and on-time delivery while working closely with project managers, stakeholders, and cross-functional teams to ensure project requirements were accurately defined, understood and executed upon.• Maintained detailed documentation of project requirements, design specifications, test plans, and reports.• Coordinated internal resources, external partners, and vendors to ensure timely and accurate delivery of project requirements, and managed project budgets, timelines, and scope changes.

Portland, Or, Us

• Served as a lead for the advanced support team, utilizing in-depth knowledge and expertise in a variety of technical areas to provide exceptional support to high-profile customers.• Provided technical expertise and guidance to the team in the successful large-scale migration of customer email services from outdated on-prem servers to an industry leading multi-tenant email vendor, resulting in increased system performance, reliability, and scalability.• Served as a mentor and coach to team members, providing guidance and support to ensure they had the tools and knowledge to succeed in their roles.

Portland, Or, Us

• Provided technical support to customers of Smarsh, troubleshooting and resolving issues related to the company's products • Consistently ranked at the top of peer group for resolving technical issues and customer concerns in a timely and efficient manner• Maintained high customer satisfaction ratings, as evidenced by consistently achieving above-average Net Promoter Scores (NPS)• Demonstrated comprehensive knowledge of products and services, allowing for accurate and efficient diagnosis and resolution of technical issues

San Antonio, Texas, Us

• Acted as the top level of escalation and owner of complex enterprise customer issues, using consistent troubleshooting techniques to quickly and efficiently identify the source of problems and work with internal interfaces to achieve resolutions.• Recruited to help build and support a new team within the department, focused on meeting the needs of our largest enterprise customers.• Contributed to team creation and implementation of new processes and a wiki, leveraging extensive knowledge of our support structure and revenue-building ideas to foster customer loyalty.• Created and maintained customer loyalty by exceeding expectations, elevating Net Promoter Score for our customer base.

San Antonio, Texas, Us

• Recognized by leadership and Account Managers as the technical champion for high Monthly Recurring Revenue (MRR) customers with critical issues for my exemplary communication skills, extensive knowledge, and proactive ownership of customer concerns.• Designed and delivered the Customer Experience Huddle course, emphasizing the importance of providing professional and personalized customer service and timely issue resolution.• Addressed concerns about the previous knowledge base platform's (Drupal) inefficiencies by launching a new knowledge base on a more effective platform (Confluence).• Completed courses in Getting Things Done (time/task/project management), Critical Thinking (problem-solving using critical thinking), and HIRE (objective hiring practices).

San Antonio, Texas, Us

• Acted as escalation point of complex technical issues for customers of the Email and Apps services, troubleshooting and resolving issues related to the company's products and services.• Demonstrated proficiency as a Subject Matter Expert in multiple areas, including DNS, SMTP, and Spam filtering.• Assisted in teaching onboarding classes for new hires, sharing expertise and facilitating their integration into the team.• Deconstructed the troubleshooting process for the various products we offer, promoting comprehension and effective execution of troubleshooting techniques.

San Antonio, Texas, Us

•Provided technical support to customers of the Email and Apps services, troubleshooting and resolving issues related to the company's products and services.•Produced numerous documents and articles containing pertinent technical information.