Ty Jackson
Austin,TX
Summary
Results-oriented Technical Operations Leader with expertise in project management and customer success. Analyzes operational challenges to implement effective solutions that boost team performance and drive efficiency. Delivers projects on time while aligning technology with business objectives, enhancing customer satisfaction and retention.
Overview
9
9
years of professional experience
Work History
Supervisor, Technical Operations
Amwell
05.2023 - 03.2026
- Drove technical initiatives for large enterprise systems to align with long-term business strategies.
- Streamlined operations by implementing process improvements and automation techniques.
- Monitored metrics and developed insights that guided enhancements in operational efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the technical support team.
- Enhanced team efficiency through cross-training initiatives and process improvements.
- Identified opportunities to leverage products, enhancing business effectiveness and aligning with strategic goals.
- Advised management, business, and technical staff on solutions by leveraging existing software.
- Improved knowledge management processes by streamlining workflows and implementing new software tools.
- Managed multiple projects simultaneously, delivering high-quality results within tight deadlines.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Oversaw the development of internal knowledge repositories, ensuring easy access to critical information for all employees.
- Evaluated performance metrics to identify areas of improvement in knowledge operations processes.
- Championed change management initiatives, leading teams through the successful implementation of new technologies or procedures.
Enterprise Client Support Specialist (Contract)
Indeed
03.2023 - 11.2023
- Implemented tailored success plans for each customer, resulting in higher product adoption rates.
- Managed key client relationships, leading to increased account retention and growth.
- Enhanced customer satisfaction by proactively identifying and addressing potential issues within enterprise accounts.
- Conducted regular account reviews, identifying improvement areas and implementing actionable plans to enhance client satisfaction.
- Improved churn rates by effectively managing at-risk accounts through proactive communication and targeted interventions.
- Boosted customer retention rates through effective problem-solving and prompt communication.
- Streamlined support processes by developing and implementing new procedures, reducing case management time and improving client response.
- Provided comprehensive support during critical business transitions, ensuring minimal disruption to client operations.
- Developed data-driven strategies to enhance customer engagement, resulting in increased interaction and satisfaction across all touchpoints.
- Leveraged deep product knowledge to provide expert guidance on best practices and optimal usage patterns for clients.
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
- Delivered impactful presentations showcasing product capabilities, aligning with specific client needs and goals.
- Maintained deep understanding of market dynamics, anticipating shifts in customer needs enabling our company to stay ahead of competitors.
Technical Lead
BigCommerce
10.2020 - 03.2023
- Managed diverse portfolio of high-value accounts, delivering exceptional service levels and strengthening client satisfaction.
- Managed multiple integration projects simultaneously while adhering to deadlines and budget constraints.
- Improved project management efficiency by implementing Agile methodologies and employing effective communication strategies.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Ensured seamless system integration, conducting thorough testing and troubleshooting before final deployment.
- Reduced client onboarding time by developing comprehensive training materials and delivering tailored user sessions.
- Delivered in-depth Salesforce training, imparting knowledge of best practices for protecting data and minimizing errors.
- Enhanced operational performance by developing and optimizing standard practices, resulting in reduced labor expenses.
- Evaluated and adopted new technologies to address changing industry needs.
- Planned, designed, and scheduled phases for large projects.
- Offered input on technical and platform-related strategic planning initiatives, prioritizing overarching business goals.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Mentored junior team members, sharing technical expertise to enhance their skills and improve team capabilities.
- Developed strong relationships with clients, fostering trust and confidence in the implementation process.
Senior Support Specialist
Apple
Austin, TX
07.2017 - 04.2020
- Provided leadership, coaching, and one on one training to 51 end user support agents within account management and fraud investigation teams.
- Collaborated with tier II senior advocates across multiple departments to enhance support processes.
- Worked collaboratively with our department manager, onboarding, and training team to ensure continuous alignment during seasons of rapid growth and change.
- Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
- Audited internal resources to correct errors/inaccuracies, add/revise call flow guidelines, and cross-referencing to eliminate redundancies or contradictions.
- Oversaw junior personnel, mentoring and coaching to strengthen performance and increase knowledge retention.
- Worked with management to develop strategic and tactical plans to improve knowledge transfer and cross training initiatives.
- Maintained heavy focus on encouraging growth and skill development, creating and holding team interactive empathy training sessions, and call shadowing support.
- Identified critical improvement areas and implemented targeted strategies to address them.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Led projects by coordinating schedules, organizing resources and delegating work to meet deliverable and timeline requirements.
Education
High School Diploma -
Manor Excel High School
Manor, TX05-2011
Some College (No Degree) - Computer Science
Austin Community College
Austin, TXSome College (No Degree) - Medical Microbiology And Bacteriology
Blinn College
Brenham, TXSkills
- Project management
- Agile methodologies
- Data analysis
- Business intelligence
- Quality Auditing
- Risk Mitigation
- Acquisitions
- Contract performance monitoring
- Zendesk Experience
- Salesforce Admin level Experience
- ServiceNow Admin Level Experience
- Jira Experience
- Kibana Experience
- Confluence/Wiki Experience
- IOS and macOS
- Microsoft Suite
- Google Suite
- HR management systems
- Virtual desktop environments
- Workforce management
- Training program development
- Strategic planning
- Mentorship and coaching
- Knowledge management
Timeline
Supervisor, Technical Operations
Amwell
05.2023 - 03.2026
Enterprise Client Support Specialist (Contract)
Indeed
03.2023 - 11.2023
Technical Lead
BigCommerce
10.2020 - 03.2023
Senior Support Specialist
Apple
07.2017 - 04.2020
High School Diploma -
Manor Excel High School
Some College (No Degree) - Computer Science
Austin Community College
Some College (No Degree) - Medical Microbiology And Bacteriology
Blinn College