John Pulliam
Milton-Freewater,OR
Summary
Results-driven technical professional with comprehensive experience in technical support and team leadership. Proven ability to manage complex technical issues, ensuring seamless operations and high customer satisfaction. Known for effective collaboration and adaptability in dynamic environments, leveraging expertise in troubleshooting and customer service excellence.
Overview
26
26
years of professional experience
Work History
Technical Support Manager
Key Technology (A Duravant Company)
11.2021 - Current
- Led technical support team, ensuring resolution of customer issues and enhancing service quality.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Developed comprehensive training programs to continuously upskill the technical support team.
- Developed and implemented training initiatives for new hires.
- Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
- Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Managed life cycle replacement of hardware and software.
- Developed training programs to improve staff performance and technical knowledge across departments.
- Implemented process improvements that streamlined troubleshooting workflows and increased response times.
- Coordinated cross-functional collaboration between support, engineering, and sales to optimize customer solutions.
- Analyzed customer feedback data to identify trends, driving strategic decisions for product enhancements.
- Established key performance indicators to track team effectiveness and service delivery metrics.
- Mentored junior staff on advanced troubleshooting techniques and best practices for customer interactions.
- Managed escalated support cases, resolving complex issues with high-level technical expertise and customer care.
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
Education and Training Manager
United States Air Force
04.2000 - 01.2022
- Expertly managed unit training program for 700+ personnel
- Developed and implemented training programs to enhance operational readiness and team effectiveness.
- Facilitated leadership development workshops, fostering skill growth and enhancing unit cohesion.
- Creates PowerPoint presentations to deliver training status and statistical data
- Prepared and conducted quarterly training meetings to ensure member readiness
- Created and administered annual budget for training related items to ensure readiness
- Analyzed training feedback to refine curriculum, increasing engagement and retention rates among personnel.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Established a culture of continuous learning, promoting professional development opportunities for all employees across the organization.
- Responded to over 30 unique customer requests daily; provided thorough responses
- Performed daily visits to multiple workplaces to improve organizational effectiveness
- Submitted 82 training requests and achieved a 98% acceptance rate
- Developed corrective action plans to reduce training gaps and shortfalls
- Scheduled mobile training events that provided costs savings >$70K
- Maintained automated training management tools that saved 40 man hours per month
- Determined most cost-effective method to deliver education and training
- Organized and controlled facilities, supplies, and equipment in support of education and training needs
- Advised personnel on training opportunities and decisions for excellent professional development
Senior Pastor
Bethel Baptist Church
08.2015 - 03.2021
- Led congregational services, delivering impactful sermons that fostered spiritual growth.
- Oversaw outreach and pastoral care initiatives, visitation, and service
- Primarily responsible for leading the church in prayer, teaching, preaching, and pastoral care
- Developed staff and volunteers using a variety of resources leading to greater effectiveness
- Identified and solved problems using conflict resolution principles
- Established unified vision and mission with help of staff and volunteers to turn big goals into achievable steps
- Provided oversight of all areas of church life and ministerial staff
- Created and distributed annual budget of 200K
- Planned worship services and events to promote growth and connections of church members
- Developed and implemented community outreach programs, enhancing local engagement and support.
Education
Associate of Applied Science - Education and Training Management
Community College of the Air Force
Maxwell AFB, ALAssociate of Applied Science - Aviation Technology
Community College of the Air Force
Maxwell AFB, ALMasters of Divinity - undefined
The Master's University & Seminary
Sun Valley, CA01.2015
Bachelors of Science - Multidisciplinary Studies
Liberty University
Lynchburg, VA01.2011
Skills
- Customer communications
- Technical troubleshooting
- Quality control guidelines
- Incident management
- Effective communication
- Business process improvement
- Budget control
- Operations oversight
- Escalation management
- Process oversight
- Ticketing system expertise
Accomplishments
- Led team through Generative AI project designed to quickly and effectively onboard and upskill employees
- Collaborated with team of 30 company leaders three years in a row to develop, deploy, adjust, and communicate strategic initiatives using Hoshin Kanri (HK) process
- Developed comprehensive but agile field service technician training program to efficiently and effectively train technical professionals from various disciplines on sophisticated electro-mechanical food sorting equipment.
OTHER QUALIFICATIONS AND SPECIALIZED EXPERIENCE
- Type 50+ words per minute
- Proficient at reading and interpreting a variety of documents
- 20 years of experience using Microsoft Office (Excel, Word, PowerPoint and Outlook)
- 4 Lenses Workshop (Workplace personality and values assessment tool)
- Indeed.com Management and Leadership Skills: Impact and Influence Assessment (Highly Proficient)
- Indeed.com Customer Focus & Orientation Assessment (Highly Proficient)
Timeline
Technical Support Manager
Key Technology (A Duravant Company)
11.2021 - Current
Senior Pastor
Bethel Baptist Church
08.2015 - 03.2021
Education and Training Manager
United States Air Force
04.2000 - 01.2022
Associate of Applied Science - Aviation Technology
Community College of the Air Force
Masters of Divinity - undefined
The Master's University & Seminary
Bachelors of Science - Multidisciplinary Studies
Liberty University
Associate of Applied Science - Education and Training Management
Community College of the Air Force