Justin Smith
San Antonio
Summary
Client-focused IT support and customer success professional with 4+ years of experience in ticket triage, service-board management, and end-user troubleshooting across SaaS and technical environments. Known for fast, clear communication, strong documentation habits, and a service-first mindset. Brings a background in high-volume customer communication, technical qualification, and cross-team coordination with a commitment to accuracy, responsiveness, and relationship-driven support.
Overview
10
10
years of professional experience
Work History
Career Break / Professional Development
Self-employeed
San Antonio
06.2024 - Current
- Pursued Certified Ethical Hacker (CEH) certification, currently in progress.
- Completed SuccessHACKER Customer Success Leadership Accelerator.
- Delivered pro-bono technical support to nonprofits, including troubleshooting and documentation.
- Enhanced skills in ticket triage and service-oriented client communication.
Manager of Customer Success
Transect
San Antonio
03.2020 - 05.2024
- Managed a high-volume support flow across 200+ client accounts, triaging issues, updating statuses, capturing missing details, and ensuring timely ticket progression.
- Collected client input, clarified requirements, and documented clear, accurate steps to accelerate resolution for technical teams.
- Performed first-line troubleshooting for access issues, configuration blockers, workflow problems, and product errors on a cloud-based platform.
- Collaborated closely with Tier 1/2 engineering and support teams, escalating issues appropriately and communicating progress with clarity and professionalism.
- Utilized HubSpot, Pendo, and SOP-linked workflows to improve accuracy of ticket qualification and reduce time-to-resolution.
- Achieved a 98.5% end-user satisfaction rating across 450+ users through rapid, empathetic service.
Academic Researcher
Justin Smith & Associates
San Antonio
07.2017 - 03.2020
- Collected, organized, and documented large volumes of qualitative data with precision-mirroring the accuracy required for complete, reliable service tickets.
- Communicated findings clearly in writing and presentations, strengthening skills in written clarity and structured documentation.
Director, Center for Teaching & Learning
Texas A&M University-San Antonio
06.2016 - 07.2017
- Supported high volumes of faculty and staff inquiries, providing troubleshooting, technology assistance, and timely communication.
- Coordinated campus-wide training programs and produced documentation to improve user experience and consistency.
Assistant Director & Academic Coordinator
University of Rochester
- Supported technology-integrated learning systems and delivered consistent troubleshooting and training support.
Project Manager
University of South Dakota
- Managed complex, multi-stakeholder projects requiring rapid prioritization, communication, and issue escalation.
Education
B.S. - Human Resources & Family Sciences
University of Nebraska-Lincoln
Skills
- Ticket triage and prioritization
- Service board management
- Customer communication and issue ownership
- Windows operating system
- Microsoft 365 suite
- Basic networking skills
- RMM and SaaS support workflows
- Troubleshooting and issue qualification
- Escalation management
- Technical documentation and SOP usage
- CompTIA A/Network troubleshooting methodologies
- HubSpot CRM
- Pendo analytics
- Chargify billing management
- Mondaycom project management
- Slack collaboration tools
- Zoom video conferencing
- Hotjar user feedback tools
- ConfigCat feature flag management
Technology Skills
- Troubleshooting approach aligned with CompTIA A+/Network+ methodologies
- Windows OS
- Microsoft 365
- Basic Networking
- HubSpot
- Pendo
- Chargify
- Monday.com
- Slack
- Zoom
- Hotjar
- ConfigCat
Timeline
Career Break / Professional Development
Self-employeed
06.2024 - Current
Manager of Customer Success
Transect
03.2020 - 05.2024
Academic Researcher
Justin Smith & Associates
07.2017 - 03.2020
Director, Center for Teaching & Learning
Texas A&M University-San Antonio
06.2016 - 07.2017
Assistant Director & Academic Coordinator
University of Rochester
Project Manager
University of South Dakota
B.S. - Human Resources & Family Sciences
University of Nebraska-Lincoln