Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Blake Lane

Raleigh,NC

Summary

A motivated, experienced technical resource looking to further advance career in a dynamic organization that offers an opportunity for professional development. Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.

Overview

18
18
years of professional experience

Work History

Escalation and Delivery Manager

Bankjoy
05.2022 - Current
  • Detect and proactively remedy problems in technical delivery planning and scheduling, avoiding final delivery delays.
  • Serve as primary point of contact for external clients with delivery issues, promoting maximum customer satisfaction metrics for each interaction.
  • Main point of contact in operations for quarterly release planning, issue troubleshooting and resolution delivery.
  • Write, update and maintain project and product documentation.
  • Coordinate project planning and execution with team members and team leads for new integrations with third party vendors and prospective tools for our delivery teams.
  • Collaborate with client management and engineering teams to define scope of new development and timing of delivery.
  • Escalation point for support and implementation teams to provide efficient resolutions to our most complex issues across the platform.

Technical Delivery Manager

Q2 Ebanking
01.2016 - 05.2022
  • Led multiple upper tier teams of engineers to deliver quality environments and products within given time restrictions.
  • Implemented and supported tier 1 contracted clients with complex products and needs.
  • Tailored team structure and dynamic to meet rapidly evolving customer demand.
  • Included hiring and strategic placement of talent to meet project pipelines.
  • Performed employee feedback and coaching sessions to ensure needs of my employees were met and their voices were relayed through necessary channels.
  • Technical escalation point for engineering team that handled higher level customer conversations and provided solutions to various, complex issues my team was unable to resolve.
  • Worked closely with development teams to determine processes and execution strategies for new products and releases.
  • Detected and proactively remediated problems in technical delivery planning and scheduling, avoiding final delivery delays.

Solutions Architect

Q2 Ebanking
06.2013 - 01.2016
  • Manage group of implementation engineers and progress of projects currently in flight.
  • Create environment standards and procedures to shorten duration of projects and work done by implementation engineers.
  • Build automation scripts that create customer specific features and core functionality.
  • Manage case escalation communication between development and implementations.
  • Demonstrate sophisticated technical knowledge of entire product by troubleshooting cases escalated by Implementation Engineers.

Senior Implementation Engineer

Q2 Ebanking
10.2010 - 06.2013
  • Build banking platforms based from project scope.
  • Included configuring, installing and editing custom software specific to each customer.
  • Maintain customer relations with exemplary customer service.
  • Create SQL scripts to edit and extract information requested by clients.
  • Manage multiple technical projects and deliver within date and budget specifications.
  • Troubleshoot wide range of software issues using high level technical thought and experience.
  • Responsible for troubleshooting connection issues with third party vendors and own software elements.
  • Make custom edits to websites using HTML requested by customers.

Technical Support Engineer

Q2 EBanking
05.2007 - 10.2010
  • Analyze and recommend system improvements for live client base.
  • Provide 24/7 online, mobile, back office, and voice banking support.
  • Create documentation for peer distribution on environment specifications and best practices.
  • Led support team in cases worked and case duration in 2009 and 2010 upon promotion.
  • Provide primary support via e-mail, phone, and case management.
  • Develop and maintain effective relationships with customers.

Associate Engineer

Coachcomm Sports Electronics
06.2005 - 12.2006
  • Troubleshoot and repair wireless products.
  • Ran diagnostic through power testing to determine failing piece of equipment.
  • Once problem is diagnosed, was responsible for replacement of faulty part.
  • Install, configure and upgrade operating communication systems and software - Provide customer service and maintenance for college and high school football programs across nation.
  • Work with seasoned engineers to plan, design, and produce new products
  • Administration of email systems- create, configure and redirect .
  • Recommend modifications to company process and products as necessary.

Education

Bachelor of Science - Wireless Electrical Engineering

Auburn University
Auburn, AL
12.2006

Skills

  • Training Junior Team Members
  • Strategy Implementation
  • Project Specifications
  • Project Deadlines
  • Service Quality
  • Lead Teams
  • Plan Projects
  • Technical Solutions Development
  • Third-Party Systems Integration
  • Team Building
  • SQL
  • Researching and Compiling Data
  • Solutions Deployment

Affiliations

IEEE I Pi Kappa Alpha I Student Alumni Association I Auburn Alumni Association

Timeline

Escalation and Delivery Manager

Bankjoy
05.2022 - Current

Technical Delivery Manager

Q2 Ebanking
01.2016 - 05.2022

Solutions Architect

Q2 Ebanking
06.2013 - 01.2016

Senior Implementation Engineer

Q2 Ebanking
10.2010 - 06.2013

Technical Support Engineer

Q2 EBanking
05.2007 - 10.2010

Associate Engineer

Coachcomm Sports Electronics
06.2005 - 12.2006

Bachelor of Science - Wireless Electrical Engineering

Auburn University

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Blake Lane