Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager

Zachary Lamme

Thomaston,GA

Summary

Senior Customer Support and Technical Support Manager with over 15 years of combined experience in operations leadership, management, customer success, user experience, technical support, customer service, production support, implementations, training, onboarding, quality assurance, project management, administration and IT. Excellent written and verbal communication. Highly motivated, loves to learn, incredible work ethic, adaptable and self starter. Passionate about customer experience, tech and the tech industry. Has successfully managed operational teams remotely since 2009.

Overview

15
15
years of professional experience

Work History

Technical Support and Operations

Symplast Acquisitions, Inc
Fort Lauderdale, FL
08.2021 - 06.2023
  • Managed the Customer Service, Technical Support, DevOps/Infrastructure, IT Support and Data Migration teams
  • Assisted in managing and collaborating with the Client Success, Quality Assurance, Product and Development teams
  • Analyzed and developed service goals for in-bound Technical Support requests
  • Collaborated with Internal Stakeholders to improve processes, product and provide timely resolution, both internally and externally
  • Established team priorities, maintained schedules and monitored performance
  • Created and maintained the internal Technical Support knowledgebase
  • Tracked KPIs and created continuous improvement plans for multiple teams
  • Implemented team initiatives and improved workflows to reduced assigned and unassigned case backlogs
  • Recruited, interviewed and retained multiple new hires

Production Support Engineer

ProPoint Solutions
Minneapolis, MN
05.2020 - 08.2021
  • Coordinate projects with multiple teams and departments (Leadership, Development, Support, Sales, Implementations, Documentation and Accounting teams)
  • Knowledge, implementation and system administration of various systems, Amazon Web Services (AWS SSO), Kubernetes, MYSQL, Jira, Confluence, NetSuite, Office365, Zendesk, GitLab, and internal proprietary systems/software
  • Documentation of ticket resolutions via Jira and Confluence
  • Administration of Office365, Azure Directory, MS Exchange for 100+ employees.
  • Knowledge of MYSQL server and database to assist in resolving Support Escalations
  • On-Call for Critical Support Escalations and IT/DevOps Server failure

Manager, Customer Success Team

ProPoint Solutions, LLC
Minneapolis, MN
03.2017 - 05.2020
  • Managed the Customer Success team, including onboarding, implementation and training
  • Provided a positive and thorough customer success experience for VIP and escalated accounts
  • Collaborated and worked closely with Technical Support to improve customer satisfaction and customer experience through E-learning, video-call and article-based training methods
  • Reduced process lags and improved productivity by supervising customer success managers
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues

Director of Technical Support

Rogers Software Development (Acq. By PPS 1/1/2016)
Minneapolis, MN
01.2013 - 03.2017
  • Worked directly with executive team to improve customer satisfaction and experience
  • Monitoring and executing key metrics to run Customer Success and Technical Support operations
  • Understanding of how to determine staffing needs and support structure to ensure customer satisfaction
  • Ability to execute team processes and projects in collaboration with various departments
  • Track, evaluate and report KPIs to executive team through multiple systems for continuous improvement
  • Collaborate with and mentor the Support Management team, including performance management, setting goals and providing feedback
  • Work with Support Management to identify and implement individual, performance based plans for the Support organization

Technical Support Shift Manager

Rogers Software Development
Fairbanks, AK
09.2008 - 01.2013
  • Tracked KPIs and created continuous improvement plans.
  • Provide training and guidance for Support Technicians to resolve complex customer issues
  • Provide escalation paths for Support Technicians
  • Provide advanced troubleshooting on hardware, software and network configuration
  • Provide feedback and awareness of new issues to Support Management
  • Coordinate with various departments to resolve technical issues outside of Technical Support scope

Education

Associate of Arts - Visual Development

Academy of Art University
San Francisco, CA
05.2023

Skills

  • Leadership and mentoring
  • Team building, management and training
  • Customer success and user experience
  • Operations management and efficiency
  • Process design and improvement
  • Escalation management
  • Data, analytics and reporting
  • Technical proficiency
  • Budgeting and forecasting
  • Documentation/Technical Writing
  • Microsoft Suit and Office365 administration
  • Atlassian/Jira/Confluence administration
  • NetSuite, SalesForce and Zendesk administration
  • Excel and Google Spreadsheets
  • Escalation Management
  • PC hardware, software, networking
  • Decision-Making
  • Analytical and Critical Thinking
  • Excellent Communication
  • Experienced in Windows, MacOS, iOS and Android platforms

Timeline

Technical Support and Operations

Symplast Acquisitions, Inc
08.2021 - 06.2023

Production Support Engineer

ProPoint Solutions
05.2020 - 08.2021

Manager, Customer Success Team

ProPoint Solutions, LLC
03.2017 - 05.2020

Director of Technical Support

Rogers Software Development (Acq. By PPS 1/1/2016)
01.2013 - 03.2017

Technical Support Shift Manager

Rogers Software Development
09.2008 - 01.2013

Associate of Arts - Visual Development

Academy of Art University

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