Jordan Levy
Douglasville,GA
Summary
Instrumental professional with several years of experience acting as technical lead and customer-facing subject matter expert. Tactical professional with background successfully eliminating roadblocks and technical challenges for customers while offering applicable solutions. Personable and highly knowledgeable individual with focus on delivering top-tier customer experiences. Expertise with resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience leading large-scale customer service implementations and managing strategic partnerships.
Overview
8
8
years of professional experience
Work History
Senior Technical Success Manager
JFrog
Atlanta, GA
07.2024 - Current
- Developed and implemented customer success plans to ensure that customers are achieving their desired outcomes.
- Conducted regular meetings with clients to review progress and discuss improvements.
- Analyzed industry trends and identified opportunities for growth and development.
- Provided executive-level guidance on long-term planning initiatives.
- Researched customer issues and developed solutions to resolve them quickly and effectively.
- Created personalized onboarding experiences for new customers, including assigning appropriate resources, setting up goals and objectives, and providing best practices advice.
- Tracked customer satisfaction metrics such as product usage, adoption rates, engagement levels, retention rates, and feedback surveys.
- Directed in-person Strategic Planning sessions and Quarterly Business Reviews.
Strategic Enterprise Solutions Lead
JFrog
Atlanta, GA
11.2021 - 07.2024
- Communicated with sales and product development teammates to enhance customer experiences and achieve SLAs.
- Responded to customer inquiries and concerns to facilitate solutions.
- Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
- Investigated root causes for operation issues and developed appropriate corrective actions.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on an ongoing basis.
- Improved operations by working with team members and customers to find workable solutions.
- Deployed and supported infrastructure automation and configuration management tools.
- Defined build and configuration standards to provision infrastructure services.
- Integrated systems with third-party applications to enable visualization, integration, or analytics by end users.
- Participated in and brainstormed with technical working groups and progress meetings to solve issues.
- Provided technical guidance on system design, development, and implementation.
Implementation Engineer
Alvaria
Dunwoody, GA
10.2019 - 11.2021
- Recorded and managed implementation user guides.
- Analyzed systems and compiled system change needs, as requested by clients.
- Established all technical project requirements and maintained effective professional relationships with clients.
- Customized all software implementation processes for clients.
- Streamlined and automated internal processes to improve overall workflows.
- Organized data and modeled information for use in key decision-making.
- Updated existing RESTful APIs and corresponding documentation to suit changing requirements.
- Documented technical specifications and project testing methods for future reference and other assignments.
- Provided technical support to customers during the implementation of new systems or applications.
Software Support Technician
Noble Systems
Dunwoody, GA
06.2016 - 10.2019
- Tasked with working executive-level escalations with high visibility from management.
- Chosen as a go-to resource to work collaboratively with other departments on site implementations and software upgrades.
- Mentored new hires and assisted co-workers with their workload.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisted in technical support process refinement to improve customer service and support.
Education
Bachelor’s Degree - Information Technology, Information Security and Assurance
Kennesaw State University
Kennesaw, GA05.2019
High School Diploma -
Chapel Hill High school
Douglasville, GA2019
Certificate for Game Design and CIS (Computer Information -
West Georgia Technical College
Douglasville, GA2012
Skills
- Software implementation
- Stakeholder Management
- Customer Advocacy
- Database administration
- Design evaluations
- Performance and scalability optimization
- System Administration
- SQL
- CI/CD Tools
- Team building
- Leadership
- Script maintenance and updates
- JIRA
- Linux
- AWS, GCP, Azure
- Solution selling
- Customer Relationship Management
- API Design and Development
- Strategic Planning
- Strategic communications
- Customer Relationship Building
- Training and mentoring
- Customer Needs Assessment
- Containerization Technologies
Timeline
Senior Technical Success Manager
JFrog
07.2024 - Current
Strategic Enterprise Solutions Lead
JFrog
11.2021 - 07.2024
Implementation Engineer
Alvaria
10.2019 - 11.2021
Software Support Technician
Noble Systems
06.2016 - 10.2019
Bachelor’s Degree - Information Technology, Information Security and Assurance
Kennesaw State University
High School Diploma -
Chapel Hill High school
Certificate for Game Design and CIS (Computer Information -
West Georgia Technical College