Travis Williams
Washington,PA
Summary
Team-oriented individual promoting exemplary presentation, technical project management, and Agile methodology skills. A technical specialist who brings a strong background communicating effectively with and leading high-performance teams. Considered expert in prioritizing tasks and optimizing workflows. Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development, and team coordination abilities.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Director of Customer Success
TroyRx
06.2022 - 03.2023
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with executive management to implement continuous improvements and exceed team goals.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Achieved team goals through formalized training plans, coaching and performance management.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
Sales Engineering Lead & Technical Support Manager
TroyRx
05.2018 - 06.2022
- Worked directly with customers to implement SaaS solutions within complex existing environments, overcoming complex technical limitations from existing infrastructures.
- Assisted Sales with product demonstrations, solution architecture, and technical inquiries.
- Regularly presented to and worked with C-level stakeholders to present solutions and overcome concerns.
- Developed and maintained business and technical relationships with key partners and complimentary software vendors.
- Implemented customer POC procedures and tracking tools, resulting in 20% time reduction in sales cycle and 60% reduction in customer on-boarding process.
- Designed and implemented support and ticketing systems for multiple software products including customer knowledge bases and automated workflow processes.
- Designed and implemented support workflows and SOP in accordance with resource availability and SLAs.
- Assisted in recruiting and training of all support and sales engineering team members.
- Coached and trained internal and external personnel on topics relating to software implementation and support.
- Attended trade shows and conferences to provide technical representation and training seminars.
Quality Assurance Engineer & Scrum Master
TROY Group Inc.
06.2015 - 05.2018
- Collaborated with developers and product managers to assess program capabilities, features and testing demands.
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Reported and tracked defects using JIRA.
- Tracked testing efforts and results using PractiTest.
- Produced and maintained consistent technical documentation.
- Proposed improvements to development and testing processes to positively impact usability, function, and performance.
- Created accurate and efficient test scripts in AutoIt to manage automated testing of certain products and features.
- Demonstrated new product features and functionality to clients, managers, and team members.
- Performed API based testing using Apache JMeter.
- Maintained complex testing environments using VMware and Clonezilla.
- Coached team members on Agile Methodologies.
- Performed the role of Scrum Master for development.
Software Solutions Technician
TROY Group Inc.
10.2013 - 06.2015
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Retained existing clients and developed new accounts by extending high quality and efficient support service.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Solutions Architect
TROY Group Inc.
04.2013 - 10.2013
- Authored development guidelines to expedite application design efforts through ready-made frameworks.
- Customized in-development software to clients' current hardware environments, designing applications to span multiple systems.
- Worked with developers and engineers to realize technological solutions.
- Contributed heavily to product development lifecycle of both back-end and customer-facing solutions.
- Broke down technical ideas and issues into non-technical terms for business executives.
Technical Support Agent
TROY Group Inc.
05.2011 - 04.2013
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Customer Resolution Specialist
AT&T Mobility Call Center
06.2010 - 03.2011
- Collaborated with management and advanced support teams to resolve customer complaints and drive customer experience.
- Recorded details of conversations, complaints and actions taken in CRM.
- Identified and assessed customer's needs quickly and accurately.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended products to customers, thoroughly explaining details.
Geek Squad Agent
Best Buy
06.2008 - 06.2010
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Documented support interactions for future reference.
- Activated accounts for clients interested in new services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
Masters Certificate - Software Quality Assurance
Villanova University
Villanova, PA2015
Bachelor of Science - Computer Networking
Robert Morris University - Illinois
Chicago, IL2009
Skills
- Creative Issue Resolution
- Operating Procedures and Policies Development
- Customer Trend Analysis
- Excellent Written And Verbal Communication
- Team Recruiting and Onboarding
- Team Management
- Staff Training and Development
- Customer Complaint Resolution
- Issue and Resolution Tracking
- Cross-Functional Communication
- Customer Experience Improvement
- Pre-sales and Post-sales Technical Support
- Customer Training Development and Delivery
- Multitasking and Prioritization
- Managing Service Level Agreements
- Revenue Stream Development
Certification
- Certified ScrumMaster - Scrum Alliance
- Professional Scrum Master - Scrum.org
- CompTIA Network+
Timeline
Director of Customer Success
TroyRx
06.2022 - 03.2023
Sales Engineering Lead & Technical Support Manager
TroyRx
05.2018 - 06.2022
Quality Assurance Engineer & Scrum Master
TROY Group Inc.
06.2015 - 05.2018
Software Solutions Technician
TROY Group Inc.
10.2013 - 06.2015
Solutions Architect
TROY Group Inc.
04.2013 - 10.2013
Technical Support Agent
TROY Group Inc.
05.2011 - 04.2013
Customer Resolution Specialist
AT&T Mobility Call Center
06.2010 - 03.2011
Geek Squad Agent
Best Buy
06.2008 - 06.2010
Masters Certificate - Software Quality Assurance
Villanova University
Bachelor of Science - Computer Networking
Robert Morris University - Illinois
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