Jacob Ritenour
Grand Haven
Summary
Technical Specialist with strong analytical and problem-solving skills, adept at deploying and maintaining complex systems. Proven ability to collaborate with cross-functional teams, fostering environment of trust and flexibility. Skilled in troubleshooting, system optimization, and providing technical support. Known for delivering consistent results and adapting to evolving project requirements. Aiming to leverage my skills to successfully fill the Senior Customer Success Manager at Axon.
Overview
10
10
years of professional experience
Work History
Body Camera Technical Specialist
Ottawa County Sheriff's Office
2023.05 - Current
- Lead the internal rollout and continuous lifecycle management of body-worn & in-car cameras, digital evidence storage, and other Axon systems.
- Partner with Command staff to assess operational needs and connect them with appropriate SaaS and hardware solutions.
- Serve as the primary liaison with Axon representatives, managing relationships and providing critical product feedback to ensure deployment success.
- Drive user adoption by working closely with peers to provide hands-on training and troubleshooting for frontline technology use.
Campus Safety Dispatcher
Hope College
2022.03 - Current
- Managed emergency response communications, ensuring timely coordination with law enforcement and emergency services.
- Implemented safety protocols and procedures, enhancing campus security and incident reporting efficiency.
- Conducted regular assessments of dispatch operations, recommending improvements to enhance service delivery and effectiveness.
Police Communications Specialist
Glendale Police Department
2021.08 - 2022.03
- Coordinated high-stress, multi-personnel radio traffic while making quick decisions.
- Utilized CAD systems to track and manage resources efficiently during high-volume situations.
- Handled emergency and non-emergency calls, ensuring dispatchers were equipped with vital information to provide to officers.
Medical Claims Coordinator
United Healthcare
2020.08 - 2021.08
- Worked closely with peers to provide a positive working environment.
- Analyzed claim data to identify trends and discrepancies, enhancing overall accuracy.
- Collaborated with cross-functional teams to resolve complex claims issues efficiently.
Acting Coach, Senior Retention Specialist
Discover Financial Services
2018.04 - 2020.01
- Lead a team of tenured agents to exceed personal goals and expectations.
- Handled customer card closure requests via phone, offering valuable alternative solutions when eligible.
- Conducted monthly calibrations to communicate best practices and changes to procedure.
- Adapted to a regular shift in management and department needs.
Customer Service & Service to Usage Specialist
Discover Financial Services
2016.07 - 2018.04
- Analyzed customer feedback to identify trends and inform service enhancements.
- Managed escalated customer inquiries, ensuring timely resolution and satisfaction.
- Followed all company policies and procedures to deliver quality work.
Education
Bachelor of Science - Data Analytics
Columbia Southern University
Orange Beach, AL2028-07
No Degree - Digital Communication and Culture
Arizona State University
Tempe, AZ2016-12
High School Diploma -
Herron High School
Indianapolis, IN2014-05
Skills
- Skilled in Microsoft Office Suite & Adobe Visual Media Software
- Telecommunications
- Problem-solving
- Excellent time management skills
- Team building and leadership
- Relationship building
Administrative Employee of the Year, 2024
I was awarded the Administrative Employee of the Year for the year of 2024, by the Sheriff and Undersheriff.
CSE Achievement Award, 2019
Awarded for providing exceptional customer service in the year 2018, being in the top 1% of Discover Financial Services employees at the Phoenix location.
MVP Award, 2019
Awarded for being best-in-class for 5 or more months in the year 2018.
MVP Award, 2018
Awarded for being best-in-class for 5 or more months in the year 2017.
MVP Award, 2017
Awarded for being best-in-class for 5 or more months in the year 2016.
Timeline
Body Camera Technical Specialist
Ottawa County Sheriff's Office
2023.05 - Current
Campus Safety Dispatcher
Hope College
2022.03 - Current
Police Communications Specialist
Glendale Police Department
2021.08 - 2022.03
Medical Claims Coordinator
United Healthcare
2020.08 - 2021.08
Acting Coach, Senior Retention Specialist
Discover Financial Services
2018.04 - 2020.01
Customer Service & Service to Usage Specialist
Discover Financial Services
2016.07 - 2018.04
Bachelor of Science - Data Analytics
Columbia Southern University
No Degree - Digital Communication and Culture
Arizona State University
High School Diploma -
Herron High School