Ashley M. Gaines
Project Manager
Warner Robins
Summary
People-focused technical leader with deep experience across client onboarding, cloud services, and technical support operations. Proven ability to lead and develop teams, manage escalations, improve processes, and ensure seamless transitions from implementation to steady-state support. Brings a strong technical foundation, prior people-management experience, and a collaborative approach to supporting customers and internal teams. Passionate about coaching, leadership development, and delivering a consistent, high-quality support experience.
Overview
10
10
years of professional experience
Work History
Project Manager
RIGHTWORKS
09.2019 - Current
- MANAGE THE END-TO-END ONBOARDING OF NEW CLIENTS INTO THE RIGHTWORKS CLOUD ENVIRONMENT, SERVING AS THE PRIMARY POINT OF CONTACT THROUGHOUT IMPLEMENTATION.
- COORDINATE CLOSELY WITH PRACTICE PROTECT / CLOUD PROTECT TECHNICAL SUPPORT TEAMS TO PREPARE ENVIRONMENTS AND ENSURE OPERATIONAL READINESS PRIOR TO GO-LIVE.
- LEAD THE TRANSITION FROM ONBOARDING TO STEADY-STATE SUPPORT, ENSURING CONFIGURATIONS, KNOWN ISSUES, AND CLIENT EXPECTATIONS ARE CLEARLY DOCUMENTED AND COMMUNICATED.
- CREATE AND MANAGE SUPPORT TICKETS FOR ONBOARDING-RELATED ISSUES, DOCUMENTING TROUBLESHOOTING PERFORMED AND OUTSTANDING RISKS BEFORE HANDOFF TO TECHNICAL SUPPORT.
- PARTNER WITH TECHNICAL SUPPORT ON ESCALATIONS IDENTIFIED DURING ONBOARDING TO MINIMIZE CUSTOMER IMPACT AND ENSURE TIMELY RESOLUTION.
- CONTRIBUTE TO PROCESS IMPROVEMENTS WITHIN THE PROJECT MANAGEMENT TOOL TO IMPROVE ONBOARDING CONSISTENCY, VISIBILITY, AND EFFICIENCY.
- COLLABORATED ON THE CREATION OF A POST-PROJECT CUSTOMER FEEDBACK SURVEY, USING CLIENT INPUT TO IMPROVE ONBOARDING AND OVERALL SERVICE EXPERIENCE.
- MENTOR TEAM MEMBERS BY PROVIDING PROJECT SHADOWING AND HANDS-ON LEADERSHIP OPPORTUNITIES, SUPPORTING CAREER DEVELOPMENT AND SKILL GROWTH.
Project Manager
LOGIC SPEAK
12.2018 - 08.2019
- MANAGED CLIENT-FACING TECHNICAL PROJECTS, COORDINATING INTERNAL TEAMS AND STAKEHOLDERS TO DELIVER SUCCESSFUL IMPLEMENTATIONS.
- SERVED AS A PRIMARY CUSTOMER CONTACT, ENSURING CLEAR COMMUNICATION, EXPECTATION MANAGEMENT, AND ISSUE RESOLUTION THROUGHOUT THE PROJECT LIFECYCLE.
Project Manager
XCENTRIC
10.2017 - 12.2018
- LED TECHNICAL PROJECTS FROM INITIATION THROUGH COMPLETION, COORDINATING WITH HOSTED SERVICES, ENGINEERING, AND CLIENT STAKEHOLDERS.
- SUPPORTED ESCALATION RESOLUTION AND ENSURED SMOOTH TRANSITION OF COMPLETED PROJECTS TO SUPPORT TEAMS.
Hosted Services Team Lead
XCENTRIC
03.2016 - 10.2017
- DIRECT PEOPLE MANAGER FOR A TEAM OF LEVEL 1 CONSULTANTS, RESPONSIBLE FOR 1:1S, YEARLY PERFORMANCE REVIEWS, PTO APPROVALS, AND SCHEDULING.
- MAINTAINED CALL, CHAT, AND TICKET QUEUE COVERAGE TO MEET SERVICE LEVEL EXPECTATIONS.
- MANAGED ON-CALL ROTATION, BALANCING COVERAGE REQUIREMENTS WITH TEAM WORKLOAD AND WELLBEING.
- HANDLED CLIENT ESCALATIONS AND SERVED AS THE PRIMARY POINT OF CONTACT FOR URGENT OR SENSITIVE ISSUES.
- COACHED AND MENTORED TEAM MEMBERS TO IMPROVE PERFORMANCE, CONFIDENCE, AND SERVICE QUALITY.
- PARTNERED WITH LEADERSHIP ON PROCESS IMPROVEMENTS, COMPLIANCE INITIATIVES, AND OPERATIONAL PLANNING.
Hosted Services Lead Consultant
XCENTRIC
09.2015 - 03.2016
- PROVIDED ADVANCED TECHNICAL SUPPORT FOR CLOUD SERVERS, APPLICATIONS, AND MANAGED WORKSTATIONS.
- GUIDED CONSULTANTS AND INTERNS THROUGH TROUBLESHOOTING, ESCALATIONS, AND TRAINING.
- MANAGED TICKET FLOW AND SUPPORTED SLA COMPLIANCE WHILE STRENGTHENING CLIENT TRUST AND SATISFACTION.
Education
AS - Computer Technology
Lanier Technical College
Skills
- Technical Support Leadership & People Management
- Client Onboarding & Operational Readiness
- Escalation Management & Customer Advocacy
- Queue Coverage, Scheduling & On-Call Rotation
- Process Improvement & Continuous Improvement
- Cross-Functional Collaboration (Projects, Support, ITS, Product)
- Customer Feedback & Experience Improvement
- Tools: ConnectWise, Zoom, Project Management Platforms
Timeline
Project Manager
RIGHTWORKS
09.2019 - Current
Project Manager
LOGIC SPEAK
12.2018 - 08.2019
Project Manager
XCENTRIC
10.2017 - 12.2018
Hosted Services Team Lead
XCENTRIC
03.2016 - 10.2017
Hosted Services Lead Consultant
XCENTRIC
09.2015 - 03.2016
AS - Computer Technology
Lanier Technical College