John Turner


IT Professional

Profile


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About Me

Name: John W. Turner

Location: Atlanta, GA

Industry Experience: Telco, Real Estate, SaaS, MSP, Travel

Hobbies: Carpentry, Karoke, Video Games, Board Games

Experience


Manager, Customer Engineering East/Central

strongDM
Jan. 2022 - Present

  • Handle long term internal support initiatives and advocate for Support in cross team initiatives
  • Manage my team's needs from day to day
  • Revamp team training program to allow Customer Engineering to be more scalable for rapid growth
  • Train team members to be able to lead instructor led sessions for incoming Customer Engineers
  • Help develop and train our new Technical Account Managers forEnterprise clients
  • Design and build customer portal for clients to be able to access their support cases
  • Assist in building out internal test orgs that can be deployed within an instant using Terraform

Team Lead Customer Engineering East/Central

strongDM
Jul. 2021 - Jan. 2022

  • Act as Support Operations Manager while on duty
  • Handle high priority customer escalations
  • Act as advisor for all team members
  • Build support metrics and develop self-service model for company support data
  • Work with clients for onboarding strategy and design
  • Assist in building and maintaining internal testing environments
  • Build better inter-departmental process and procedures with Engineering, Success, Product, and Education

Customer Engineer

strongDM
Sep. 2020 - Jul. 2021

  • Support and educate customers on strongDM software
  • Diagnose varying customer environments that include Docker, Kubernetes, Terraform, Ansible, Chef, and other DevOps tools
  • Building test environments to test and replicate customer's issue
  • QA new integrations for Engineering and Product
  • Validate and test use cases for Technical Account Managers
  • Maintain SLAs and CSAT metrics for all incoming tickets

Senior Customer Solutions Engineer

Duo Security
Aug. 2019 - Sep. 2020

  • Introduce customers to the concept of Zero Trust methodologies and ideas
  • Help Enterprise clients ramp up and roll out Duo Security Products
  • Act as trusted technical advisor for clients on IT and Security Technologies
  • Maintain and improve customer adoption and success metrics
  • Troubleshoot and assist clients with critical issues and errors
  • Help generate value and expansion of current Duo Care clients
  • Onboard and document new Duo Care clients
  • Push client projects across technical hurdles to ensure smooth roll outs and higher adoption rate
  • Assist in training new team members

Technical Operations Manager

TripActions. Inc
Aug. 2018 - May. 2019

  • Build documentation and map of full customer journey in support
  • Consolidate and move technology and tools management into a centralized point for support
  • Help develop and improve remote work strategies and decentralized IT management
  • Migrate telephony system to VoIP Global Scale Cloud Solution
  • Change process and routing to follow the sun model with global support structure rollout
  • Introduced Machine Learning to tag support topics and grab sentiment analysis for faster response and immediate escalations based on topic and sentiment
  • Became product manager for all support tools and integrations into our backend
  • Manage all large-scale internal systems projects including communication and project management
  • Helped build Data Analytics for support tools with our Data Science department and acted as SME
  • Helped build integrations for our WFM vendor and our support systems
  • Act as vendor management for support systems including contract negotiations
  • Developed a plan to drive down cost of Support as a percentage of total revenue

Business Solutions Manager

MailChimp
Jun. 2017 - Aug. 2018

  • Architect, maintain and develop the process for all software used by the support department
  • Research, recommend, and implement any new technologies for Support Department
  • Document and maintain all internal support systems processes and procedures
  • Manage all large-scale internal systems projects including setting goals, communication to stakeholders, estimating risk, and acting as project manager
  • Collaborate with Data Analysis to improve reporting and tracking of all key metrics and establish new KPIs
  • Act as vendor management for all support systems including contract negotiation
  • Helped managed and design automated company wide GDPR process
  • Work as the technical liaison between product development and support
  • Worked with WFM vendor to set up connection between our systems and vendor software
  • Revamped workflows based on skill and hours of availability to decrease average handle time and time to resolution

Systems Administrator

5Q Partners
Nov. 2016 - Jun. 2017

  • Developed process and procedure for all security and malware threats
  • Develop incident response process for security incidents
  • Developed imaging process for all clients saving 30 hours a week
  • Started internal documentation process and procedure increasing efficiency and ticket closure rate
  • Developed training program for incoming employees
  • Work incidents, problems, projects, and other service requests
  • Act as vendor management for various clients

Service Desk Manager

Orion Technology Services
Jun. 2015 - Nov. 2016

  • Managed a team of 15 employees working on 24/7 model with some remote agents
  • Developed training and development for all service desk employees
  • Developed internal documentation procedure and policies
  • Developed customer onboarding/offboarding process and procedures and sales accountability program
  • Managed large scale documentation initiative that would help decrease AHT for agents by 10%
  • Implemented ITIL framework
  • Subject Matter Expert for various clients policies and procedures
  • Project Manager for multiple client projects
  • Internal Systems Designated Owner
  • Implemented MDT Imaging saving 60+ hours a week on labor

Director of Infrastructure

Forge (x)
Jun. 2014 - Jun. 2015

  • Handled four large-scale business role outs including construction, licensing, and I.T.
  • Had 8 Managers as direct reports with 55 total staff
  • Built long range antennas for wireless connections between sites
  • Developed, maintained, and managed all inventory of assets
  • For multiple clients handled Vendor Management, Service Delivery Manager, Account Manager, and Incident Manager
  • Acted as purchasing approval and authority
  • Developed department training manual and help craft framework for company handbook

Co-Owner

Open Logistics Associates Technologies llc.
Nov. 2013 - Jun. 2014

  • Sold company and was acqui-hired into a Director title by new company
  • Managed sales, operations, service delivery, client relations, and marketing
  • Managed 10 direct reports
  • Developed all internal processes and procedures
  • Handled all Accounts Payable and Receivable
  • Responsible for all client onboarding and knowledge transfer into internal document management system
  • Scheduled all employees and vendors for client projects
  • Designed and implemented all client infrastructure including Network, Server, Website, and Virtual Desktop Environments

Tier Two Technician

Hargray Telecommunications
Nov. 2013 - Jun. 2014

  • Helped users diagnose and repair all incidents
  • Dispatched any incidents that could not be resolved to field services
  • Identified any critical system failures to management and NOC teams
  • In downtime helped roll out new infrastructure changes for the customer
  • Became SME for IPTV Solution and Troubleshooting
  • Acted as escalation point for Tier 1 Technicians
  • Helped update and maintain all documentation for team

Certifications


Skills


Active Directory

Exchange/O365

Networking

Hashicorp Packer
AWS

GCP

Azure

Hashicorp Terraform
Hashicrop Vault

Kubernetes

Ansible

Vendor Management
MacOS

Linux

GoLang

Python

Resume



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