Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Sean Ringrose

Sean Ringrose

Product Manager
Webster,TX

Summary

Results-oriented Software Support & Product Manager offering 16+ years experience in software and technology fields. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for support ticket management.

Overview

16
16

Years of professional experience

6
6

Years of management experience

Work History

Product Manager/Software Support Manager

Jetty Communication Solutions
Houston, TX
02.2017 - Current
  • Decreased Support Call Volume by 60% by offering client services such as training and exercise support.
  • Increased Customer Support Satisfaction by 75% by implementing SLAs for business hours and off-business hours, and utilizing on-call rotation
  • Conceptualized and deployed enhanced product features and optimized implementation.
  • Established criteria for each milestone within product roadmap as means to measure developmental progress.
  • Developed product documentation to communicate upcoming features and products to internal teams.
  • Coordinated project planning and execution with team members and team leads.
  • Documented user stories, specifications and product features into detailed work order to communicate across teams and build mandatory requirements.
  • Collected customer requirements, directed testing and conducted continuous evaluations to make proactive adjustments to marketing approaches.
  • Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.

Technical Support Lead & Development

Witt O’Brien
Houston, TX
02.2016 - 01.2017
  • Provide customer support to customers via phone and email in timely and effective manner utilizing Customer Support Desk tools, and ensure customer SLAs are maintained
  • Analyzed and developed service goals for in-bound call line.
  • Increased customer satisfaction ratings to 85%.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Helped streamline technical processes and update procedures for support action consistency.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Senior Business Systems Support

Hein & Associates, LLP
Houston, TX
01.2012 - 06.2015
  • Performed troubleshooting and maintenance of existing network systems.
  • Maintained computer systems, installed and upgraded new systems.
  • Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
  • Tracked problematic system errors by implementing various user support tracking metrics.
  • Monitored, tracked and prioritized new work requests at Help Desk within set response times.
  • Offered technical guidance and advised users of alternative approaches when troubleshooting.
  • Effectively communicated with other system engineering personnel and senior executives on joint projects.
  • Configured security settings and granted system access to groups and individuals.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Premium Technical Support Representative

TeleNetwork
San Marcos, TX
01.2010 - 01.2012
  • Managed over 25 customer calls per shift during overnight shift
  • Ranked in top 10% for overall customer satisfaction for entirety of tenure
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Submitted service tickets for equipment maintenance requests.
  • Assisted with updating technical support best practices for use by team.
  • Managed high levels of call flow and responded to internet users' technical support needs.

Network Engineer

Solerant
Houston, TX
01.2007 - 01.2008
  • Provided network support services for devices such as hubs, bridges, routers and other hardware.
  • Assisted with implementation and support of network monitoring tools.
  • Provided complete end-to-end engineering and installation of route-based IP network solutions.
  • Managed, tracked and coordinated problem resolution and escalation processes.
  • Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
  • Provided detailed network diagrams and procedural guidelines.
  • Integrated fixed wireless connectivity into facilities requiring high-speed networks.
  • Configured and troubleshot VoIP and multi-media distributed systems and platforms.
  • Liaised with stakeholders to keep project goals and deadlines on target.

Education

High School Diploma -

Pearland High School
Pearland, TX
08.1997 - 05.2001

Skills

Research and trend analysis

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Interests

Soccer: Co-Founder of The Surge Supporters Group

Soccer: Co-Host of Generation Orange

Gaming: Game Master for Multiple Dungeons & Dragons Campaigns

Timeline

Product Manager/Software Support Manager

Jetty Communication Solutions
02.2017 - Current

Technical Support Lead & Development

Witt O’Brien
02.2016 - 01.2017

Senior Business Systems Support

Hein & Associates, LLP
01.2012 - 06.2015

Premium Technical Support Representative

TeleNetwork
01.2010 - 01.2012

Network Engineer

Solerant
01.2007 - 01.2008

High School Diploma -

Pearland High School
08.1997 - 05.2001

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Sean RingroseProduct Manager