Peter Ransom
Harper Woods,MI
Summary
Skilled Senior Solution Architect with 5+ years in SaaS solution delivery. Expertise in data management, migrations, and system integrations, fostering effective communication and collaboration. Proven track record of enhancing processes and product quality while implementing solutions that boost operational efficiency.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Solutions Architect
General Networks
Burbank, California
04.2023 - Current
- Delivered technical expertise and services to diverse clientele, enhancing operational efficiency.
- Designed and executed tailored technical solutions for sectors including municipal government, legal, and retail.
- Maintained proficiency in multiple technical solutions, industry standards, and compliance requirements.
- Developed specialized knowledge in Data Content Management and Migration.
- Cultivated client relationships to identify and implement strategies for achieving goals.
- Recommended best practices to clients tailored to specific use case requirements, enhancing solution effectiveness.
- Evaluated software implementation proposals, offering authoritative guidance on adoption.
- Analyzed system performance issues, recommending enhancements to improve operational efficiency.
- Provided application-level support and training across various software platforms.
- Developed technical documentation for system architecture and design specifications.
Support Consultant
M-Files
Austin, Texas
09.2022 - 05.2023
- Delivered technical support and configured applications for diverse customer base, ensuring optimal functionality.
- Cultivated strong customer relationships and escalated issues to Services or Product Development.
- Supported teams with technical expertise, streamlining troubleshooting processes for greater effectiveness.
- Facilitated cross-pod communications to enhance understanding of product features.
- Authored monthly documentation reflecting current troubleshooting challenges and customer feedback.
- Developed tailored documents for both internal and external stakeholders.
Solution Architect
DRYVIQ
Ann Arbor, MI
02.2022 - 06.2022
- Managed and implemented B2B technical service packages for diverse industries,
- Resolved complex issues as primary technical representative for multiple projects, enhancing project delivery and client satisfaction.
- Provided training on technology issues and best practices for enterprise migrations to strengthen technical readiness.
- Led weekly cross-department trainings on cloud provider requirements and IT updates to enhance communication.
- Acted as Google SME; maintained accurate service account documentation for companywide instructions.
- Created unified template system to streamline submissions for development team, reducing processing time and improving analysis efficiency.
- Established standardized protocol for internal improvement requests, improving clarity and completeness for stakeholders.
- Contributed to projects with a diverse range of budgets from $1000 to over $100,000.
- Monitored production jobs and provided off-hours support to maintain operational continuity.
Solution Consultant
DRYVIQ
Ann Arbor, MI
08.2020 - 03.2022
- Led management and implementation of B2B services, facilitating technical engagements and software training to enhance client satisfaction.
- Troubleshot complex production incidents, applying strong problem-solving skills to minimize downtime and ensure service continuity.
- Delivered project updates to internal and client technical teams, ensuring alignment and clarity throughout project lifecycle.
- Acted as Google SME on significant projects, driving innovation and expertise.
- Conducted comprehensive testing to enhance Google utility through key improvements.
- Resolved documentation issues for service account creation.
- Selected as primary Dropbox representative, showcasing leadership and proficiency.
- Tested performance deficiencies, identified key bugs, and developed migration best practices.
- Supported development and testing of LMS modules for internal and external use.
Customer Success Manager
DRYVIQ
Ann Arbor, MI
10.2019 - 08.2020
- Executed protocols and action plans that improved customer satisfaction metrics.
- Collaborated with management to implement processes for gathering customer feedback through surveys.
- Identified requirements for services based on customer feedback and satisfaction data.
- Facilitated interdepartmental handoff meetings, streamlining customer transitions.
- Constructed processes for transitioning customers from Professional Services to Support.
- Evaluated client projects upon service conclusion, approving transitions to Technical Support team.
- Reviewed interdepartmental relationships to establish effective communication channels.
- Supported policy development efforts aimed at enhancing customer satisfaction and operational efficiency. aimed at boosting overall customer satisfaction.
Technical Support Representative
DRYVIQ
Ann Arbor, MI
04.2017 - 10.2019
- Delivered technical support and troubleshooting for clients via email, phone, and video chat.
- Ensured customer satisfaction by maintaining issue ownership until resolution.
- Documented and escalated bugs identified during client interactions, testing solutions for resolution.
- Conducted quality assurance testing of new product releases, ensuring adherence to established protocols.
- Saved over $1M in labor costs by implementing pre-release testing for large migrations.
- Developed customized data sets to simulate real-world product deployment scenarios.
- Collaborated with development team to create and update product documentation, enhancing clarity for internal and external users.
- Assisted departments with documentation using Confluence to enhance knowledge sharing.
IT Technical Support Representative
Solera|Audatex
Ann Arbor, MI
10.2015 - 03.2017
- Resolved customer issues for Audatex Estimating and One Maco, enhancing user experience in a call center environment.
- Maintained quality standards with over 95% customer satisfaction ratings.
- Achieved highest average of 30 customer interactions daily, surpassing team performance.
- Investigated root causes of large-scale technical issues and communicated findings to clients and team members.
- Created and updated documentation for issue resolution, improving knowledge sharing across the team.
- Trained new employees through job shadowing, fostering skill development and team integration.
Sales Technical Operations Trainer
Genpact
Ann Arbor, MI
05.2014 - 10.2015
- Trained new Sales Technical Operations members on compliance with Google AdWords and Google Analytics, ensuring adherence to industry standards.
- Developed comprehensive curriculum on Google AdWords, Google Analytics, ticketing etiquette, and consultation requirements to facilitate effective learning.
- Led training sessions on corporate requirements and proctored exams to assess understanding and retention of material.
- Designed interdepartmental training programs to enhance cross-team skill sharing.
Sales Technical Operations Specialist
Genpact
Ann Arbor, MI
08.2013 - 10.2015
- Provided technical support and troubleshooting to internal teams, resolving product issues efficiently.
- Conducted training sessions on troubleshooting techniques and best practices, empowering staff in technical support roles.
- Documented and managed internal technical escalations using proprietary technology.
- Analyzed system performance data to identify trends and recommend solutions.
- Advised team members on Google AdWords technical issues, contributing to their professional development.
Customer Service Representative
Genpact
Ann Arbor, MI
10.2012 - 08.2013
- Answered customer inquiries and provided accurate information regarding products and services.
- Surpassed KPI metrics for call volume and customer satisfaction, contributing to overall service excellence.
- Maintained composure during high-volume call periods, ensuring consistent customer satisfaction. during high-volume call periods consistently.
- Escalated complex issues to appropriate departments for resolution.
- Recorded customer interactions to support quality assurance and enhance service delivery.
- Provided product information to enhance customer understanding.
Skills
Cloud platforms: Microsoft O365, Google Workspace, Citrix ShareFile, OneDrive for Business, Box, Dropbox
Document management systems: M-Files, OpenText eDocs
Database technologies: SQL, PostgreSQL, SQLite
Database tools: SQL*Plus, Toad, Oracle SQL Developer
Scripting languages: PowerShell, Python, VB Script, JSON
Technical tools: Visual Studio Code, Notepad, Wireshark, Postman
Collaboration tools: Jira, Salesforce, Microsoft Teams, Confluence, Zendesk
Analytics and reporting: Google Analytics, Power BI
Certifications: Certified M-Files Solution Engineer, Former CompTIA Security
Core Capabilities
- Software as a Service (SaaS)
- Enterprise Content Management Systems
- Data Migration
- Project Management
- Learning Management Software and Enablement
- Technical Troubleshooting
- Product Presentations
- Cyber Security
- Quality Assurance and Production Testing
- Technical Sales Engineering
- Customer Engagement and Success
Certification
- Certified M-Files Solution Engineer
- Former CompTIA Security + Certification
Timeline
Senior Solutions Architect
General Networks
04.2023 - Current
Support Consultant
M-Files
09.2022 - 05.2023
Solution Architect
DRYVIQ
02.2022 - 06.2022
Solution Consultant
DRYVIQ
08.2020 - 03.2022
Customer Success Manager
DRYVIQ
10.2019 - 08.2020
Technical Support Representative
DRYVIQ
04.2017 - 10.2019
IT Technical Support Representative
Solera|Audatex
10.2015 - 03.2017
Sales Technical Operations Trainer
Genpact
05.2014 - 10.2015
Sales Technical Operations Specialist
Genpact
08.2013 - 10.2015
Customer Service Representative
Genpact
10.2012 - 08.2013