Jason Watts

Operations Associate

West Palm Beach, Florida, United States15 yrs experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Led global strategy for experience delivery.
  • Engineered comprehensive Maturity Model framework.
  • Revolutionized team performance with innovative systems.
Stackforce AI infers this person is a SaaS Professional Services Leader with expertise in client engagement and operational optimization.

Contact

LinkedIn

Skills

Core Skills

Projects / Programs ManagementBusiness Operations OptimizationsTechnical & Administrative SupportClient Relations Management

Other Skills

strategic planningprocess developmentKPI formulationload balancing topologiesservice portfolio developmentservice deliveryKPI reportingtechnical supportcustomer engagementinternal trainingload balancingSSL configurationcustomer supportTechnical ServicesSingle Sign-On (SSO)

About

Welcome to my profile! My professional attributes are as follows: - I am equipped with impeccable aptitude for expediting overall organizational growth and profitability by developing and incorporating progressive strategies along with assessing and improving all lacking areas. - I have always been quite adept at mentoring, training, and developing professional teams for execution of key methodologies for service enablement. - My skillset includes optimizing client engagement and enhancing satisfaction and retention by recognizing needs of clients and delivering adequate services along with implementing effective and agile practices. - I am knowledgeable and instrumental in conceptualizing and originating innovative new systems, policies, and procedures to restructure departmental operations and drive considerable improvements across productivity, products success, and project completion. - Throughout my career, I have demonstrated stellar competency for piloting dynamic projects / programs from inception to successful completion, while adhering to organizational mission and vision of achieving ultimate customer satisfaction and product success. - Last but not least, a proactive individual with quality to operate within challenging environments while staying flexible and productive. My core competencies are: - Strategic Planning - Process Development - Projects / Programs Management - Technical & Administrative Support - Business Operations Optimizations - Processes / Methodologies Formulation - Global Services Offering Management - Client Relations Management - Cross-Functional Collaboration - Team Leadership & Coordination - KPI Formulation - Problem Assessment & Mitigation Technical proficiencies include: - Networking Topologies & Protocols - DNS Configuration & Troubleshooting - MS Office Suite - LDAP, Client Certificates, Kerberos, SAML - Microsoft Exchange, SharePoint, IIS - Global Services Offering Management - SSL & Security - Wireshark - Framework Maintenance

Experience

15 yrs
Total Experience
4 yrs 1 mo
Average Tenure
4 yrs 7 mos
Current Experience

Progress

Professional Services Manager

Nov 2021 – Present · 4 yrs 7 mos

  • Led the global strategy for experience delivery and served as the primary escalation point for professional service requests from customers, ensuring exceptional service standards.
  • Spearheaded the optimization of frameworks and processes for strategic customer engagements,
  • driving alignment and enhancing operational effectiveness.
  • Revolutionized team performance by implementing a cutting-edge time tracking and financial
  • reporting system, resulting in significant efficiency gains and heightened accountability.
  • Transformed legal terms and service delivery processes, streamlining customer engagement and
  • boosting profit margins through innovative solutions.
  • Facilitated seamless integration of processes and KPIs with Progress leadership, fostering cohesive
  • operations and delivering measurable performance enhancements across the board.
  • Engineered and launched a comprehensive Maturity Model framework, effectively categorizing
  • customer journeys and enabling in-depth assessments, which drove targeted improvements in
  • service delivery and client satisfaction.
strategic planningprocess developmentclient relations managementKPI formulationProjects / Programs ManagementBusiness Operations Optimizations

Kemp

4 roles

Enterprise Engineering Team Lead

Promoted

Jan 2019 – Nov 2021 · 2 yrs 10 mos

  • As the Enterprise Engineering Team Lead, I have developed, evaluated, and reported KPIs to executive team regarding key metrics around enterprise customers and professional services. Facilitated achievement of strategic business level goals by cooperating with stakeholders across various departments.
  • My key contributions in this role included:
  • Leveraged exceptional knowledge and proficiency in load balancing topologies, combined with capacity to assess complex business needs and interpret into feasible technical solutions.
  • Conceptualized and formulated innovative new services, in close collaboration with Product Management, as service portfolio expanded to fulfil customer requirements.
  • Acted as key team member in developing new service offerings including ones with new ISVs the company partnered with.
KPI formulationload balancing topologiesservice portfolio developmentProjects / Programs ManagementTechnical & Administrative Support

Professional Services Team Lead

Sep 2016 – Jan 2019 · 2 yrs 4 mos

  • While serving in capacity of Professional Services Team Lead, I managed successful delivery of all Professional Services engagements at global level. Delivered comprehensive reports on KPIs to executive team concerning different services metrics.
  • Few of my important duties and responsibilities involved:
  • Served as the escalation point for all service delivery engagements globally.
  • Transformed crucial business needs into tangible technical solutions by utilizing awareness of load balancing topologies.
service deliveryKPI reportingload balancing topologiesProjects / Programs ManagementClient Relations Management

Senior Network Support Engineer

Promoted

Jun 2015 – Sep 2016 · 1 yr 3 mos

  • I had the opportunity to play a pivotal role as escalation point for technical support tickets that breached SLA or requested from Customers/Sales. I contributed proactively to strategic customer initiatives aimed at supporting VIP Enterprise customers in targeted professional projects. Delivered diligent internal training for new engineers during on-boarding process.
  • Further details of my key duties in this role are:
  • Composed robust E-Learn content for advanced technical competency courses for internal departments.
  • Addressed service requests and surpassed customer expectations by effectively engaging with Professional Services customers.
  • Provided valuable insights as subject matter expert for multiple key domains of core product including but not limited to knowledge management, feature planning, and escalation endpoint.
technical supportcustomer engagementinternal trainingTechnical & Administrative SupportClient Relations Management

Technical Support Engineer

Jun 2014 – Jun 2015 · 1 yr

  • Responded to calls from customer network engineers in order to resolve load balancing issues and queries. Issues included Layer 3 routing disruption, Layer 2 ARP, Layer 4 TCP/UDP stack analyzation, and/or application-level issues. Communicated and articulated root causes of customers' issues by utilizing expert proficiency in Microsoft Office 365, Exchange 2010 and 2013, and Lync 2010 and 2013.
  • This position also involved the following kay tasks:
  • Configured and troubleshoot SSL components for multiple varied applications.
  • Assessed and mitigated recently discovered vulnerabilities including Shellshock, Poodle, Heartbleed by deploying corrective actions implementing product adjustments, along with conveying and defining issues to customers.
  • Dealt with 40-50+ customer support tickets simultaneously.
load balancingSSL configurationcustomer supportTechnical & Administrative SupportClient Relations Management

Lorenz schneider co., inc.

P.C. Technician/Handheld Support

Nov 2012 – Jun 2014 · 1 yr 7 mos · New Hyde Park, New York

Watts systems

IT Specialist

Jun 2011 – Jun 2014 · 3 yrs · Massapequa, NY

Education

New York Business Institute

Graduate — Information Technology

Jan 2012 – Jan 2012

Nassau Community College

Associate in Applied Science — Information Technology

Jan 2007 – Jan 2010

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