Ty Eckles
Garner,North Carolina
Summary
Experienced people leader, project leader and problem-solver with a strong technical understanding in Networking, Operating Systems, Database Administration and with a hardworking mentality. Creates and innovates process solutions that result in efficiency, quality and long lasting results. Strives to resolve client issues, and provide meaningful resolutions. Currently seeking to apply expertise and extensive experience in leadership and business process improvement
Overview
10
10
years of professional experience
1
1
Certification
Work History
Business Relationship Manager
Pure Storage
11.2023 - Current
- Strengthened client relationships by consistently delivering high-quality service and support.
- Maintained open lines of communication with stakeholders at all levels of the organization, fostering a culture of transparency and accountability.
- Collaborated with cross-functional teams to develop and implement strategic initiatives for business growth.
- Developed customized solutions in response to unique client needs, fostering long-term partnerships.
- Collaborated closely with product development teams to ensure alignment between client requirements and offerings.
Business Process Analyst
Pure Storage
10.2021 - Current
- Constructed product solutions and designs with platforms like Salesforce, Servicenow and SAP
- Assessed business processes and identified ways to boost improvement.
- Analyzed and assessed functional and organizational activities.
- Determined and gathered KPIs for critical processes to understand current state and help determine pain points and opportunities for enhancements.
- Collaborated with upper management to drive strategy and implement new processes.
- Mapped processes to holistically examine business flow and identify improvement opportunities for internal teams and customers.
- Supervised processes to eliminate weak points or bottlenecks in business operations.
- Created business process libraries to maintain working records of business processes
Technical Support Manager
Pure Storage
01.2020 - 10.2021
- Created automated systems with targets of revenue savings starting at $2,000,000 per year.
- Tracked KPIs and created continuous improvement plans.
- Increased operational efficiency by developing improved case transition processes for customers.
- Project Managed and led multiple organizational goals to increase overall business processes.
- Developed and implemented training initiatives for new hires.
- Recruited and developed 100+ employees for Technical Service department.
- Effectively supervised staff of 30 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Used technical leadership expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Directed training and retraining of employees to boost performance and enhance business results.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and staffing levels to address organizational needs.
Technical Lead
Pure Storage Inc.
06.2017 - 01.2020
- Performed typical duties and functions expected from Project Manager
- Approves all new work coming to Support Team
- Verified Knowledge Base articles and improved existing ones
- Provided organizational enhancements for all of Support
- Attends critical meetings to provide input from Support Team perspective
- Handled special tasks and projects for at risk customers
- Helped build and establish Dublin, Ireland Support Team
- Deliver feedback regarding casework.
- Performed Backlog Reviews.
- Maintained floor by monitoring Case Queue and Phone Systems.
- Ran stand ups to keep team up to date.
- Conducted 1:1’s with team members to help them reach goals or to deliver constructive feedback.
- Provided Foundational Training for all new hires to Support Organization.
- Created advanced training to better help team members grow.
- Conducted technical and behavioral interviews for new applicants.
Technical Support L
Xactware
01.2016 - 01.2017
- Provided technical support via telephone, email and chat.
- Educated and helps customers set up Network environments in order to run products.
- Educated customers on use of Xactware, Inc. products.
- Assists in testing new and enhanced products.
- Accurately records and maintains incidents in accordance with department standards.
- Champions customer issues from feedback stage through delivery of solution.
- Assists Development and Implementation staff in resolving product issues.
- Validates and reports customer submitted bug reports.
Desktop IT Support
Pronexis, Pocomos Software
10.2014 - 06.2016
- Helped troubleshoot hardware/software issues for company.
- Fixed peripheral devices.
- Set up workstations for new employees.
- Helped with basic networking for building and workstations.
- Fixed computers with viruses, trojans, malware, etc...
Education
Bachelor of Science - Technology Management
Utah Valley University
Orem, Utah05.2022
Associate of Science - Information Systems and Technology
Utah Valley University
Orem, Utah12.2019
Skills
- Leading technical teams
- Decision-making and delegation
- Training and development of processes
- Project Management
- Strong communication and presentation skills
- Problem solving
- Linux OS and its File System
- Adept knowledge of Window desktop 7,8,81,10 and Windows Server 2012/2016
- Strong Network troubleshooting skills
- Proficient with Chartio, Salesforce Reporting, ServiceNow Reporting
- Proficient with HTML, CSS, XML
Certification
- Certificate of Completion - Network Administration - Granted by Utah Valley University
- Proficiency in Information Technology - Granted by Utah Valley University
- ITIL Foundation Certificate in IT Service Management v.4
- Business Relationship Management Professional - BRMP®
- Servicenow Certified Systems Administrator
Accomplishments
- Pure Storage "Butt Kickers" Award - Technical Services 2018
- Pure Storage Top Performers Award - Digital Transformation 2022
Timeline
Business Relationship Manager
Pure Storage
11.2023 - Current
Business Process Analyst
Pure Storage
10.2021 - Current
Technical Support Manager
Pure Storage
01.2020 - 10.2021
Technical Lead
Pure Storage Inc.
06.2017 - 01.2020
Technical Support L
Xactware
01.2016 - 01.2017
Desktop IT Support
Pronexis, Pocomos Software
10.2014 - 06.2016
Bachelor of Science - Technology Management
Utah Valley University
Associate of Science - Information Systems and Technology
Utah Valley University
Similar Profiles
Prashanth Kumar NPrashanth Kumar N
Senior Member of Technical Staff at Pure StorageSenior Member of Technical Staff at Pure Storage
Michael FoyMichael Foy
SLED Account Executive at Pure StorageSLED Account Executive at Pure Storage
Brandon HawnBrandon Hawn
Technical Support Engineer 1 at Pure StorageTechnical Support Engineer 1 at Pure Storage
Biplove PoudelBiplove Poudel
Senior Enterprise Sales Representative at Pure StorageSenior Enterprise Sales Representative at Pure Storage
Maurice WilliamsMaurice Williams
Driver Sales Representative at XPO LogisticsDriver Sales Representative at XPO Logistics