Summary
Overview
Work History
Education
Skills
Work Availability
Software
Timeline
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Roderick Shireman-Jones

Roderick Shireman-Jones

Denver,CO

Summary

Dynamic professional leader with over 15 years of success in fostering team collaboration and delivering exceptional results. Expertise in conflict resolution, customer service, and process improvement drives continuous enhancement of operational efficiency. Known for reliability and adaptability, consistently aligning with evolving business needs while upholding high standards of excellence. Strong communicator and influential leader poised to drive success in fast-paced technology environments.

Overview

21
21
years of professional experience

Work History

Cloud Enterprise Support Manager JSM

Atlassian
01.2023 - 01.2025
  • Directed a team of 8 direct and 12 indirect Senior Support Engineers (SSEs), managing the full employee lifecycle from recruitment and onboarding to scheduling and conducting performance reviews to build a high-performing technical support organization.
  • Monitored key metrics such as CSAT, NPS, IRT, BRT and TTR including queue health, breach patterns, and individual performance, analyzing customer service data to create detailed reports monthly, identify trends, and ensure the consistent delivery of high-quality service.
  • Cultivated a culture of continuous learning by coaching employees through complex issues, mentoring junior staff for career progression, and upskilling the entire team to meet the demands of enterprise customer ITSM & ITOM requirements.
  • Hiring and performance managed 5 SSE's on the team to optimize the team performance and headcount efficiency need for a growing customer base.

Head of Technical Support & Onboarding

GoContractor
01.2021 - 01.2023
  • Directed a global technical support department with a team of eight engineers across the United States and Ireland, overseeing all strategic operations including headcount, performance reviews, and reporting on key business metrics.
  • Spearheaded the development and launch of a new, customer-facing Help Center, authoring over 100 knowledge base articles which successfully reduced inbound support requests by over 40% due to deflections to help content.
  • Served as the senior management escalation point for top-tier customers and acted as the "voice of the customer" by providing critical feedback during monthly product UAT sessions to influence feature development.
  • Led the end-to-end implementation and administration of the Zendesk support suite, optimizing all support-related tools and workflows to enhance team efficiency and service delivery. Providing a improved support experience for over one thousand customers.

Sr. Manager of Production Support

Verifi
01.2019 - 01.2021
  • As the department lead reporting to the Director of Operations established the team operation workflow and reporting effectiveness through strategic review of historical incidents to respond to production support inquiries and map out needed documentation and resources for improved resolution times. Working with a lean team to map out efficient best practices to cut overhead costs.
  • Enhanced defect tracking and resolution timelines to establish an effective Tier 2 escalation path for all non-technical teams. Improving resolution times 200% YTD, decreasing defects each quarter by 25% by establishing root cause analysis (RCA) best practices, and decreasing revenue lost to clients and company by over $100k YTD.
  • Utilized MySQL, CRMs, Splunk, Datadog and Jira to triage and resolve escalated incidents and effect claims. Resolving performance, data integrity, and real-time incidents through efficient utilization of these tools.
  • Developed skills for over ten team members on monthly by providing comprehensive training documentation and employing service applications such as Confluence and Microsoft product suites. Making triage and solutions easier for frontline support groups.
  • Compiled and evaluated Key Performance Indicators (KPIs), such as the rate of decrease in escalation and incidents and categorizing features with the most significant impact on product growth and development for reporting partner goals and resource requirements to the Director Executive leadership team.

Sr. Manager of Technical Support

Wiredrive/Shift
01.2015 - 01.2019
  • Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
  • Tracked KPIs and created continuous improvement plans.
  • Collaborated with cross-functional teams to identify and resolve systemic product issues.
  • Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
  • Streamlined support processes for improved efficiency and faster response times.
  • Mentored junior support staff, fostering a culture of collaboration and learning within the team.

Technical Support Team Manager

Magento
01.2010 - 01.2014
  • Provided Tier 1/2 Technical Support for significant Fortune 500 companies and utilized eCommerce workflows and usability requirements for everyday ad hoc and B2B requirements.

Srgt. Operations and Logistics

United States Army
01.2004 - 01.2012
  • Trained and certified in logistics operations with specializations in Information Security, Fuel Handling, and Hazardous Materials, served in numerous duty stations both domestic and abroad during eight-year tenure.
  • United States Army Commendation Medal (Army), Good Conduct Medal (Army), Service Ribbon, Oversea Service Ribbon, Armed Force Reserve Medal w/Device, National Defense Service Medal, Global War on Terrorism Medal, Iraq Campaign Medal.

Education

Master of Science - Business Management

California Coast University - Distance Learning
Santa Ana, CA
01-2016

Bachelor of Science - Information Technology Networking

Walden University - Distance Learning
Minneapolis, MN
01-2014

Skills

  • Cloud-based software experience Technical support expertise Teamwork and collaboration Problem-solving
  • Staff management Key performance indicators Training and mentoring Team development
  • Performance management Customer service expertise Project management Work Planning and Prioritization
  • Conflict management SOP development Stakeholder management Budget management
  • Corrective actions Industry expertise HR collaboration Business process support Team building
  • Administration and reporting Goal setting Data analysis

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Jira

Jira Service Management

Slack

Trello

Google Workspace

Tableau

Salesforce

IOS/Andriod

Workday

Timeline

Cloud Enterprise Support Manager JSM

Atlassian
01.2023 - 01.2025

Head of Technical Support & Onboarding

GoContractor
01.2021 - 01.2023

Sr. Manager of Production Support

Verifi
01.2019 - 01.2021

Sr. Manager of Technical Support

Wiredrive/Shift
01.2015 - 01.2019

Technical Support Team Manager

Magento
01.2010 - 01.2014

Srgt. Operations and Logistics

United States Army
01.2004 - 01.2012

Master of Science - Business Management

California Coast University - Distance Learning

Bachelor of Science - Information Technology Networking

Walden University - Distance Learning

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