Justin Groff
Troutman
Summary
Hardworking individual with several years of operations and customer management experience. Excellent creative, technical and business skills. Outstanding expertise in hands-on work and method-implementation with an eagerness for new challenges and progressive responsibilities. Proven track record in managing projects from start to finish. Outstanding interpersonal skills and attention to detail. Highest level of integrity. Friendly, with the ability to work effectively and consistently prioritize to meet deadlines. Extremely outgoing and has a remarkable ability to adapt easily to different work environments and people. “Do whatever it takes” attitude to get the job done right the first time.
Overview
16
16
years of professional experience
Work History
Director of Service Support
Flexential
02.2020 - Current
- Increased team productivity, providing regular training and development opportunities to service support staff.
- Collaborated cross-functionally to address complex client issues effectively and efficiently.
- Conducted regular performance evaluations for service support staff, identifying areas for improvement and providing guidance on professional development opportunities.
- Evaluated vendor offerings to identify cost-effective solutions that aligned with organizational goals and objectives.
- Implemented best practices in service support management, leading to improved overall performance.
- Championed change initiatives aimed at improving overall customer experience while maintaining operational excellence within the department''s day-to-day activities.
- Negotiated contracts with vendors for services such as software, hardware, and support services to meet the needs of the organization.
- Ensured timely resolution of client concerns by maintaining open lines of communication between service support teams and other departments.
- Developed and maintained strong partnerships with business operation teams to inspire change within defined processes and workflows.
- Owned, tracked and reported on key performance metrics.
- Optimized resource allocation, closely monitoring performance metrics and adjusting staffing levels as needed.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Learning and Development Manager
Flexential
01.2017 - 02.2020
- Create, collaborate, and implement our target-hiring program for our Market Operations team
- Analyze, Design, implement, maintain, and evaluate the Market Operation skill matrix
- Design, develop, implement, and evaluate the TAC new hire playbook to ensure a quick turn up of new Technical Assistance Associates (TAA)
- Design and implement maintenance plan to ensure data is accurate
- Report on changes made to continue to drive accuracy and improvement
- Create and implement a leadership onboarding solution know as Manager Effectiveness Training
- Collaborate with various departments to determine what new Managers would need to know
- Collaborate with HR business partners to design content
- Coordinate and deliver two day instructor led session for new and existing managers, directors, and VP’s throughout the organization
- Evaluate and design for more cross-functional team delivery
- Design and develop a organizational customer experience training
- Assess both the business needs and individual organizational development need
- Define the root cause of performance gap
- Design a variety of learning methods such as coaching, computer based trainings, micro learning, and job shadowing
- Implement various learning methods across the company
- Coordinating role out strategies
- Assisting in defining success measurement
- Defining reporting needs
- Managing life cycle of program
- Manage vendors
- Track budget
- Support managers and team development through carrier pathing, and coaching
Technical Assistance Center Manager
Peak 10
01.2013 - 01.2017
- Provide Management of local 24x7x365 Support Personnel
- Lead, mentor, and coach DCST’s to provide consistent and professional support environment
- Provide accurate and timely communication to all applicable parties on any customer support issues
- Maintain all scheduling and coordination of Data Center Support Technicians
- Participate in Internal Incident Report review process to diagnose areas for improvement
- Perform periodic performance reviews on all DCST’s
- Work with Market Director of Service Delivery on escalated customer support issues
- Assure the timely and accurate delivery of Peak 10 products and services sold by the market
- Work with the local Vice President/General Manager, Sales Engineers and sales staff, during the sales process, in setting proper customer expectations in the deployment of technical solutions
- Manage Resource Allocation for Engineering Tasks
- Assign workflow task items to DCST’s based on availability and experience
- Created a process to ensure quality assurance checks were performed on all work assigned to DCST’s
- Communicate deadlines and possible time constraints to applicable stakeholders and requesters
- Assist in training of new processes, procedures, and tools related to provisioning process
- Coordinate with Facility Operations Engineer on Facility Related Tasks
- Work with market and regional facility resources on delegating and performing facility related tasks
- Participate in training programs and provide post training refreshers for DCST’s
- Help ensure that facility is always 'audit ready'
- Execute the Data Center Standardization initiatives including, but not limited to, consistency of operations in Equipment Maintenance Recordkeeping, Metrics Reporting, Operating Procedures, Equipment Labeling, Space Planning, Cable Plant Layout, and Vendor Management
- Collaborate with Central Resources on Customer Support Issues
- Oversee the installation of the customer’s equipment to ensure compliance to the data center standards
- Strong technical expertise with our employees, partners, vendors, and customers
- Collaborate with peers (all market FOEs) on a regular basis to support the professional and intellectual growth of the Operations team and to support data center operations best practices
- Mentor the NOC staff on data center operations best practices
- Communicate with Central Support Supervisors and/or Managers on any customer or process issues
- Provide feedback on all company wide support processes
- Maintain relationship with central support to facilitate market to market consistency
- Promote the Company NPS Program
- Communicate and drive the expectation that all DCST’s are continually providing support worthy of being validated by NPS survey
Provisioning Coordinator
Peak 10 Inc
01.2012 - 01.2013
- Coordinate, implement, and finalize projects according to specifications and deadlines
- Work with customer to gather information required for service delivery
- Collect and organize information in customer folder
- Create and Manage time line and expectations to the customer
- Manage project development from initiation to closure
- Provide a project schedule to identify when each task will be performed
- Act as a mediator between clients and team members
- Track and report on milestones to provide status to customer
- Lead, coach and motivate project team members
Data Center Support Manager
Peak 10 Inc
01.2010 - 01.2012
- Provide Management of local 24x7x365 Support Personnel
- Lead, mentor, and coach DCST’s to provide consistent and professional support environment
- Provide accurate and timely communication to all applicable parties on any customer support issues
- Maintain all scheduling and coordination of Data Center Support Technicians
- Participate in Internal Incident Report review process to diagnose areas for improvement
- Perform periodic performance reviews on all DCST’s
- Work with Market Director of Service Delivery on escalated customer support issues
- Assure the timely and accurate delivery of Peak 10 products and services sold by the market
- Work with the local Vice President/General Manager, Sales Engineers and sales staff, during the sales process, in setting proper customer expectations in the deployment of technical solutions
- Manage Resource Allocation for Engineering Tasks
- Assign workflow task items to DCST’s based on availability and experience
- Perform Quality Assurance checks on all work assigned to DCST’s
- Communicate deadlines and possible time constraints to applicable stakeholders and requesters
- Assist in training of new processes, procedures, and tools related to provisioning process
- Coordinate with Facility Operations Engineer on Facility Related Tasks
- Work with market and regional facility resources on delegating and performing facility related tasks
- Participate in training programs and provide post training refreshers for DCST’s
- Help ensure that facility is always 'audit ready'
- Execute the Data Center Standardization initiatives including, but not limited to, consistency of operations in Equipment Maintenance Recordkeeping, Metrics Reporting, Operating Procedures, Equipment Labeling, Space Planning, Cable Plant Layout, and Vendor Management
- Collaborate with Central Resources on Customer Support Issues
- Oversee the installation of the customer’s equipment to ensure compliance to the data center standards
- Demonstrate strong technical expertise with our employees, partners, vendors, and customers
- Collaborate with peers (all market FOEs) on a regular basis to support the professional and intellectual growth of the Operations team and to support data center operations best practices
- Mentor the NOC staff on data center operations best practices
- Communicate with Central Support Supervisors and/or Managers on any customer or process issues
- Provide feedback on all company wide support processes
- Maintain relationship with central support to facilitate market to market consistency
- Promote the Company NPS Program
- Communicate and drive the expectation that all DCST’s are continually providing support worthy of being validated by NPS survey
Data Center Support Technician
Peak 10 Inc
01.2010 - 12.2010
- Provide Support to the Peak 10 Customer Base
- Timely resolution and/or escalation of customer issues
- Maintain a level of professionalism while engaging with customers
- Troubleshoot and document technical issues using Peak 10 ticketing system
- Follow Peak 10 Support processes and procedures
- Assist in Facility Operations
- Complete Facility Rounds
- Secure receipt and shipping of packages
- General data center upkeep
- Follow Peak 10 data center policies and procedures
- Participate in Facility Training Programs
- Work with Market Facility Operations Engineer on daily data center management
- Provision Peak 10 Services
- Assist and/or complete physical and logical installations of Peak 10 services
- Update all relevant and required documentation
- Manage assigned workflow tasks in order to provide timely turnaround to customers
Field Tech
Compucom
01.2009 - 12.2010
- Responsible for driving all over the East coast to install POS systems for the Pantry
- Managing time, tools, and expenses on the road
- Responsible for knowing and understanding the new updates that have been implemented to the different systems that the Pantry is using
- Trouble shooting fuel systems and software for new and older stores
- Being able to work both by me self and with a team, to get the old POS systems removed and installed the new POS system in before the store was opened in the morning
- Training the new field tech on how to install the POS systems
- (Trained 5 people)
Education
MyComputerCareer.com -
MyComputerCareer.com
Raleigh, NC01.2009
Culinary Institute of America -
Culinary Institute of America
High Park, NY01.2002
Skills
- Results Oriented
- Strategic Planning
- Self-Driven
- Microsoft Office Suite
- Adaptability
- Recruiting
- Leadership Development
- Managing Employees
- Employee Skill Development
- Data analytics
- ITIL
- HPI methodologies
- ADDIE learning methodologies
- Creative Thinking
- Critical Thinking
- Motivational
- Conflict Resolution
- Inventory Management
- Project Management
- Engaged Team Focus
- Team Building
- Risk Management
- Change Management
- Technical support expertise
- Incident management
- Staff development
- Performance metrics analysis
- Service delivery optimization
- Customer service
- Problem-solving
Seekingposition
Director of Operations, Strategic Initiatives
Timeline
Director of Service Support
Flexential
02.2020 - Current
Learning and Development Manager
Flexential
01.2017 - 02.2020
Technical Assistance Center Manager
Peak 10
01.2013 - 01.2017
Provisioning Coordinator
Peak 10 Inc
01.2012 - 01.2013
Data Center Support Manager
Peak 10 Inc
01.2010 - 01.2012
Data Center Support Technician
Peak 10 Inc
01.2010 - 12.2010
Field Tech
Compucom
01.2009 - 12.2010
Culinary Institute of America -
Culinary Institute of America
MyComputerCareer.com -
MyComputerCareer.com
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