Summary
Overview
Work History
Education
Skills
Timeline
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Parker Jamieson

Broomfield,CO

Summary

Accomplished Manager at Poppulo, adept in Salesforce management and team leadership, significantly enhanced team performance and customer satisfaction. Leveraged strong problem-solving and communication skills to drive technical innovations and streamline processes, achieving notable efficiency improvements. Proven track record in delivering high-quality customer-facing services and fostering professional growth within teams.

Overview

11
11
years of professional experience

Work History

Manager, Technical Production Services

Poppulo
01.2022 - Current
  • Lead, mentor, and manage the performance of a team comprising Integrations Engineers and Hardware Solutions Engineers.
  • Conduct regular team meetings, performance reviews, and one-on-one sessions.
  • Oversee the day-to-day operations of the team, ensuring timely and high-quality delivery of customer-facing services and adhere to agreed upon SLAs.
  • Monitor project progress and resource allocation, ensuring alignment with deadlines and priorities.
  • Identify and address training needs to support the professional growth of team members.
  • Collaborate with internal stakeholders to align technical solutions with business objectives.
  • Provide guidance and technical expertise for projects, including system integrations, hardware evaluations, and customer onboarding processes.
  • Run financial forecasting reports alongside reporting the production numbers (Services dollars, units produced, time to produce).
  • Act as an escalation point for complex technical issues, supporting the team in troubleshooting and resolution.
  • Stay updated on industry trends, emerging technologies, and customer needs to drive innovation.
  • Stay updated on industry trends, emerging technologies, and customer needs to drive innovation.
  • Ensure the team delivers exceptional customer service through clear communication, robust solutions, and proactive problem-solving.
  • Collaborate with senior leadership to develop strategies that enhance technical service offerings.
  • Identify opportunities to improve processes, tools, and methodologies to drive efficiency and effectiveness.
  • Contribute to the evolution of Poppulo’s platform by incorporating feedback from customers and the technical team.

Integration Technician II, Production Lead

Poppulo
01.2019 - 01.2022
  • Monitored a Production queue in Salesforce for customer hardware orders
  • Produced Plug and Play Hardware configured with Poppulo SaaS Software.
  • Coordinated with other teams to manufacture, ship, and deliver orders on time and to spec.
  • Assisted with escalations for hardware and software related issues.
  • Created documentation for team processes

Tier 1 Technical Support Representative

Poppulo
04.2017 - 01.2019
  • Used Salesforce ticketing system to manage and process support actions and requests.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Patched software and installed new versions to eliminate security problems and protect data.

Technical Support Team Lead

Security Coverage Inc
10.2013 - 01.2017
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Researched and identified solutions to technical problems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Generated reports to track performance and analyze trends.

Education

Bachelor of Science - Chemical Engineering

Iowa State University
Ames, IA
05-2013

Skills

  • Complex Problem-solving
  • Customer service
  • Salesforce management
  • Inventory management
  • Team leadership
  • Employee onboarding
  • Resource allocation
  • Performance management
  • Data analysis
  • Verbal and written communication
  • Documentation and reporting

Timeline

Manager, Technical Production Services

Poppulo
01.2022 - Current

Integration Technician II, Production Lead

Poppulo
01.2019 - 01.2022

Tier 1 Technical Support Representative

Poppulo
04.2017 - 01.2019

Technical Support Team Lead

Security Coverage Inc
10.2013 - 01.2017

Bachelor of Science - Chemical Engineering

Iowa State University

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Parker Jamieson