Steve Welgoss

Experience

• 

  XETA Technologies, Inc

  Jul 1999 - Dec 2010

  Northeast Field Services Manager

  Responsible for field operations in New York, Pennsylvania, New Jersey, Delaware, Maryland, District of Columbia, Virginia, West Virginia• Customer Satisfaction/Customer Ownership - Manages the maintenance and service of systems installed at customer sites, exceeding customer and regional expectations including meeting SLA targets.• Profit and Loss - Manages P&L for the Region. Responsible for meeting or exceeding profitability targets, managing expenses, and identifying revenue growth opportunities.• Customer Retention/Customer Relations - Travels to prospective new customers and existing customers. Works with technicians and monitors daily customer satisfaction.• New Revenue Opportunities - Collaborate with Sales to sell service offerings to grow your business.• Project Management - Performs Project Management associated with small projects. (upgrades, patching, moves and changes)• Administrative Duties - Ensures business administrative practices are followed by the region’s field service team.• Other Management Responsibilities- Carries out management responsibilities including interviewing, hiring, training, mentoring and developing Regional Field Delivery Representatives. Planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.• Reviews and approves weekly timesheets for regional service employees.• Reviews and approves weekly expenses for regional service employees.• Reviews daily open tickets and assigns to appropriate technicians.• Revenue Recognition - Drives ticket closings each day for steady MAC billing.• Employee Development - Ensures development plans are in place and monitors progress.• Employee Performance - Conducts yearly employee performance reviews and provides information to senior management.• Operations Reviews - Prepares and presents monthly operations reviews. Show less

• 

  Jamf

  Dec 2010 - Sept 2018

  Senior Professional Services Engineer

  - Provide onsite installation and configuration of JAMF Software products in accordance with current JumpStart installation procedures.- Provide ongoing technical support, training, leadership, project management, and coordination for assigned accounts, both remotely and onsite at customer locations.- Provide project leadership and technical expertise for expanded JAMF Software service offerings.- Troubleshoot issues related to system configuration, application usage, and software implementation of JAMF Software products.- Perform client support, provide feedback, feature requests, and assistance in the defect resolution process.- Provide demonstration and installation for customers evaluating JAMF Software products.- Manage customer expectations during service delivery engagements.- Provide integrator community leadership through mentoring, encouraging individual development, training and sharing of best practices.- Participate in the identification and development of new service offerings.- Participate with product development and support teams to share client feedback, generate requirements and evaluate and test new product solutions.- Manage pre-engagement planning, Statement of Work generation, scheduling of service delivery resources, management oversight, reporting status, deliverable preparation, issue and task tracking in Sales Force.com.- Provide support for custom service proposal development. Show less

• 

  Ingram Micro

  Sept 2018 - Mar 2020

  Technical Account Manager II

  Provide technical solutions to the Red Hat Business Unit including advising partners on the entire Red Hat Product line.

• 

  M&T Bank

  May 2020 - now

  • Business Systems Analyst VI

    Apr 2020 - now

  • Business System Analyst IV

    Jan 2023 - Dec 2023

  • Automation Engineer

    May 2020 - Dec 2022