Jeremy Bailey

Manage and grow a portfolio of 500+ municipal, state, and federal agency accounts.

Drive increased Net Revenue Retention (NRR) through data-driven customer engagement, proactive churn mitigation, and strategic upsell and expansion initiatives.

Monitor application usage and adoption trends using analytics and reporting to identify risks and growth opportunities.

Deliver remote and on-site training sessions to ensure successful onboarding and long-term product adoption.

Coordinate cross-functional internal teams and external stakeholders to efficiently resolve customer issues and concerns.

Maintain accurate documentation of activities, opportunities, and account details within Salesforce.

Serve as a trusted advisor and primary liaison for customers and partners, ensuring alignment with business goals.

Build and strengthen long-term agency relationships through in-person visits and recurring virtual check-ins.

Represent the company at industry tradeshows and events to support customer relationships and business development.

• Specializing in Executive Leadership roles in Semiconductor/Healthcare/Sales/Engineering and Supply Chain industries.

Technical Skills:

Proficient in Windows operating systems and basic networking
Experience in connecting Windows workstations to corporate networks and troubleshooting issues

Work Experience:

Re-imaged computers and deployed new workstations
Connected workstations to the network and configured printers
Documented workstation configurations in KACE and Active Directory
Assisted users with transferring data, including Outlook PST files and internet favorites, from old workstations to new ones
Removed and decommissioned old workstations

• Provided comprehensive front-facing, internal, and global IT support to a diverse user base exceeding 300,000 individuals, including students, faculty, and staff.
• Leveraged enterprise cloud suite tools to conduct remote sessions, efficiently addressing user concerns related to networking, Windows OS, MacOS, and various auxiliary devices and applications.
• Demonstrated expertise in application support for key platforms including Horizon VMware, Apporto Cloud Desktop Solutions, Dizzion Desktop-as-a-Service, and Microsoft Office 365 for Education, all integral to SNHU operations.
• Utilized Five9 Softphone, ServiceNow ticket and chat systems, and global outreach emails to diagnose and resolve technical issues, managing daily average of 50 end user contacts.
• Ensured optimized customer uptime and adherence to SLAs by meticulously following prescribed procedures for after-call work, effectively managing high volume of end user interactions.
• Recognized for exceptional performance and leadership potential, selected to participate in the apprenticeship program for Team Leaders under the guidance of my Team Leader.

• Supported 500 + clients with SaaS sales platform and performance tools
• Integrated and leveraged technologies to ensure goals were met
• Collaborated with sales, at conferences and conventions to reach/support higher volume of clients
• Worked directly with offshore software engineers.

• Collect and document raw information for further analysis and evaluation.
• Assess and analyze cyber threats and vulnerabilities and disseminate intelligence reports to stakeholders.
• Assist law enforcement with network analysis and criminal investigations.
• Coordinate and participate in necessary outreach to law enforcement, public and private sector, and cybersecurity professionals.
• Perform statistical and intelligence analysis by applying analytical tradecraft and
  best practices in analyzing data and reaching accurate conclusions.
• Analyze, summarize and/or review data; report findings, interpret results and/or
  make recommendations.
• Write or draft raw and finished intelligence reports, articles or related material based on research, investigation or analysis.
• Form conclusions and develop recommendations for detection, deterrence, disruption and mitigation.
• Participate in community working groups or teams or other related assignments as needed/directed.
• Ensure the integrity and protection of networks, systems, and applications through cyber threat and network monitoring, performing on-demand vulnerability assessments, and investigations and reporting of incidents.

• Conducted interviews, took photos, and compiled reports of crimes and those involved
• Prepared cases for trial, appeared in court as required
• Wrote search warrants, assisted with computer problems, video footage and locating information
• Worked closely with the city attorney
• Responded to crime scenes, took appropriate action, protected victims from harm
• Prepared incident reports
• Obtain CCTV video footage from businesses/residences to assist in identifying the suspects
• I assisted in many cases in making sure the CCTV footage was uploaded to our evidence database and available to our detectives
• While working at an overtime shift, I was provided with CCTV footage of an aggravated assault to add to an existing case
• Instead of letting the case go cold I chose to conduct research through a database called Palantir
• I was able to identify that the suspect had a prominent image of “Jesus” on his hand that was used to strike the elderly victim
• Through Palantir I was able to locate a photo of the suspect and verify that he had the tattoo on his hand
• Justice was served for the victim and the suspect was apprehended.

• Responded to dispatches, took appropriate actions at crime scenes, mediated disturbances, and disputes
• Searched vehicles, homes and property for evidence and stolen property
• Directed/controlled traffic at community functions
• Organized and recorded facts to prepare incident reports.

• Patrolled designated areas
• Mediated disturbances, protected victims from harm
• Prepared incident reports by organizing and preparing facts.