JAMESON MONTGOMERY

• Managed technical service team operations to ensure high-quality service and operational efficiency.
• Led client engagement initiatives, enhancing customer satisfaction and retention rates.
• Developed and implemented service delivery strategies to streamline operations and improve efficiency.
• Managed cross-functional teams to ensure alignment on client objectives and deliverables.
• Analyzed client feedback to identify areas for service improvement and drive strategic enhancements.

(Note: Position eliminated due to corporate restructuring/layoffs)

• Addressed complex technical escalations and led strategic account planning by aligning software capabilities with enterprise client needs, resulting in a 15% increase in client satisfaction scores (CSAT).
• Analyzed customer usage data and CRM metrics to identify system bottlenecks, proactively resolving underlying technical issues and reducing recurring ticket escalation by 25%.
• Directed customer onboarding and technical training initiatives, developing comprehensive knowledge base materials that reduced new-user time-to-competency by 14 days.
• Collaborated with cross-functional engineering teams to implement service enhancements, directly impacting product stability and revenue retention.

(Note: Successfully completed 4-month contract engagement)

• Executed root cause analysis and complex software/hardware troubleshooting, maintaining a 92% first-call resolution (FCR) rate for Tier II/III tickets.
• Optimized Help Desk support workflows and ticketing queues, improving team response times by 30% and elevating overall service delivery quality.
• Mentored 5 junior technicians and new hires on advanced technical support protocols, creating a standardized onboarding process that improved team efficiency.
• Utilized CRM and ticketing analytics to track interactions, proposing self-service solutions that reduced inbound ticket volume by 20%.

(Note: Impacted by company-wide reduction in force)

• Resolved high-level, escalated technical issues to enhance system functionality, achieving a 98.5% adherence to strict Service Level Agreements (SLAs).
• Authored and maintained comprehensive IT documentation for support processes, establishing a centralized knowledge base that accelerated team knowledge transfer by 40%.
• Facilitated personalized technical troubleshooting sessions and led staff training, ensuring high support standards and compliance across a heavily regulated healthcare environment.
• Contributed to product development meetings by delivering actionable insights derived from customer feedback, directly influencing 3 major product updates.

• Managed enterprise ticketing systems to process, route, and resolve hardware, software, and connectivity failures for over 2,500 endpoints in a large-scale healthcare environment.
• Secured corporate networks and endpoints by rapidly identifying and removing malware, ransomware, and vulnerabilities, ensuring zero data breaches during tenure.
• Administered user accounts and permissions in Active Directory while maintaining strict compliance protocols.
• Provided immediate technical assistance via phone and in person, maintaining a consistent 95% positive user feedback rating.

• Evaluated and implemented new technology solutions, conducting hardware/software research that modernized clinic operations and improved system uptime to 99.9%.
• Supervised daily IT operations to ensure compliance with company data policies and patient safety standards.
• Managed IT infrastructure, ensuring optimal performance and security.
• Led system implementations to enhance operational efficiency across departments.

• Managed a high-volume support team of 15+ agents, overseeing daily operations to ensure 100% adherence to HIPAA compliance and service level agreements (SLAs).
• Designed and delivered technical training curriculums for new hires, reducing onboarding time by 20% and increasing First Call Resolution (FCR) rates by 15%.
• Leveraged Salesforce, ECHS, Aetna ASD, Rumba to analyze customer feedback trends, identifying system bottlenecks that reduced escalation rates by 10%.
• Spearheaded workflow optimization initiatives that reduced average hold times by 30 seconds and raised Customer Satisfaction (CSAT) scores from 3.5 to a 4.5/5.