Sean Scale

Experience

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  Circuit City

  Jun 2004 - Nov 2009

  Technician/Product Specialist/Sales

  Provided customer service Specialized in consumer electronics Installed Software/Hardware components Troubleshoot technical computer problems

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  Best Buy

  Mar 2010 - Sept 2011

  Geek Squad Technician

  Computer SalesDiagnose/Troubleshoot computers Repair and recommended needed service solutionsDesktop SupportTechnical Consultations

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  Cbeyond

  Sept 2011 - Jan 2014

  As part of my role, I excel in resolving complex Service Requests, tackling a wide range of issues such as application setup assistance, provisioning, ownership changes, and other modifications to customer accounts. I utilize my technical expertise and problem-solving skills to efficiently address these requests, ensuring a smooth and seamless experience for our customers.To maintain thorough documentation and transparency, I diligently record the purpose and resolution of each Service Request in our OSS system. This enables easy access to historical information and promotes effective knowledge sharing among team members. By documenting these details, I contribute to the continuous improvement of our processes and enhance overall customer support experience.In addition to resolving Service Requests, I take on the responsibility of project management for various service orders and external systems. This involves overseeing the entire lifecycle of the requests, from initiation to completion, while adhering to the agreed-upon service levels. I effectively prioritize and manage multiple projects simultaneously, leveraging my organizational and multitasking abilities to ensure timely and successful project delivery.As part of my duties, I engage in data analysis, project management, and reporting. Additionally, I apply my project management expertise to efficiently execute tasks, ensuring that projects are completed within defined parameters and aligned with organizational objectives. Through comprehensive reporting, I provide key stakeholders with valuable updates and insights, facilitating effective communication and decision-making.Overall, my ability to efficiently resolve complex Service Requests, manage projects, conduct data analysis, and multitask enables me to consistently deliver high-quality results and exceed customer expectations. I am dedicated to maintaining exceptional service levels while driving continuous improvement and operational excellence. Show less Troubleshoot advanced product and service issuesDS1 transportVOIPPRI / CAS / FXS telephonyDNSHardware (i.e., switches, routers, hubs, phone systems [PBX/CBX], Cisco, or Juniper). Perform duties such as data analysis, project management, and reporting, as well as provide input for troubleshooting scripts and diagnostic tools.Winner of The JIM MARKLE Operational Excellence Award for work performed on the Slow Internet Team.-The project team followed the Six Sigma DMAIC methodology (Define-Measure-Analyze-Improve –Control) given the scope and magnitude of the problem, which culminated in a 90 day pilot. -Based on the outcome of the pilot, the team has defined a program to holistically address Slow Internet in order to drive customer satisfaction and scale the business. Show less

  • Tier II Customer Care

    Jan 2013 - Jan 2014

  • Tech Support - Tier I

    Sept 2011 - Dec 2012
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  LightSpeed Automation

  Apr 2014 - Nov 2019

  • I establish clear responsibilities, goals, and competencies for each member of the team, ensuring alignment and clarity in their roles.• I prioritize appropriate training for team members to enhance their skills and competencies, fostering their professional growth.• By coordinating with managers, clients, and team members, I set expectations, deliverables, and objectives, ensuring everyone is aligned and working towards a common goal.• I possess the ability to accurately map out talent resources, tasks, and dependencies, enabling effective resource allocation and efficient project execution.• To ensure project success, I make timeline estimates and set specific and general schedules, while maintaining open communication with all parties involved.• Implementing resource-allocation strategies, I ensure that each associate has a manageable workload, optimizing productivity and preventing burnout.• I take corrective actions when needed, promptly addressing issues and implementing solutions to ensure successful project installations.• Developing and maintaining strong working relationships with enterprise accounts is a priority for me, as it fosters trust and long-term partnerships.• I take the lead in developing the scope of work for new accounts, supporting project initiatives and ensuring alignment with client expectations.• As a team leader, I build and guide a diverse team with different skill sets towards a unified goal, providing guidance and support to ensure timely completion of unique deliverables.• I am responsible for preparing and delivering performance reviews in accordance with company policy, providing feedback and recognizing achievements.• I embrace an integrated approach to solutions, collaborating closely with other departments to leverage synergies and deliver comprehensive and effective outcomes. Show less -Developing trusted relationships with a portfolio of major clients-Acquiring a thorough understanding of key customer needs and requirements-Expanding the relationships with existing customers by continuously proposing solutions that meet their business needs.-Ensure the correct products and services are delivered to customers in a timely manner-Serve as the link of communication between key customers and internal teams-Resolve any issues and problems faced by customers and deal with complaints to maintain trust-Play an integral part in generating new sales that will turn into long-lasting relationships Show less -Managing and directing a team of Technical Support (Client Success) agents and Implementation Services Specialists. -Delegate responsibilities and supervise the work of managers providing guidance and motivation to drive maximum performance in the Client Services and the Implementation department.-Analyze problematic situations and occurrences and help felicitate solutions to ensure department(s) growth and development.-Comprehensive database management with SQL -Project Management-Responsible for executing Technical Support (Client Success) strategies and tactics that will improve customers experience -Executing tactical plans and initiatives that exceed customer expectations via phone, email and web-Ensuring targeted service and performance standards are achieved or exceeded.-Building and maintaining an effective management team (Group Dynamics)Core Values:In Leadership – Do what’s right, even if it’s toughIn Collaboration – Leverage our collective genius, be a teamIn Transparency – Be realIn Accountability – Recognize that if it is to be, it’s up to meIn Passion – Show commitment in heart and mindIn Advocacy – Earn trust and businessIn Quality – Ensure what we do, we do well Show less Project manager Duties and Responsibilities:-Determining what needs to be done, who is going to do it, and when it needs to be done per project.-Develop policies and procedures to support the achievement of the project objectives.-Coordinates and schedule assign projects to the implementation team.-Develop project plans for upcoming installs.-Initial calls to clients to discuss expectations of installation and training for every upcoming project.-Tracking project progress during installation and performing followup closing calls to determine customers satisfaction.-Oversees office equipment shipping.-Determining and taking corrective actions to insure successful customer installations and training.-Assigns in office tasks to implementation team.Support Duties and Responsibilities:-Assists the tech support team with Tier 2 issues.-Involved with escalations between the support team and Tier 3 (development).-Oversees testing of possible equipment failures for RMA processing.Bio:Sean Scale leads the Implementation Team at LightSPEED Automation. Sean has his IT degree in Computer Networking Systems, and he has been with the company since 2014. He is very passionate about technology, and this passion is demonstrated by excellence in all that he does, he is driven and self-motivated. Combine that with his proven technical skill, and you have the perfect person to lead our team as we implement our technology from concept to completion. Sean not only wants success for himself, but he wants others to succeed as well, as he seeks to give back by actively participating in local charities such as Relay for Life, and the Atlanta Recovery Center, which seeks to help the homeless get back on their feet. Sean is a natural leader, he makes everyone feel comfortable, and he is a generous and patient listener. Show less I oversee the management of various installations for upcoming clients. This entails coordinating and ensuring the successful implementation of our solutions, working closely with the client to address their specific needs and requirements. I leverage my technical expertise and project management skills to guide the installation process, ensuring seamless integration and optimal functionality.In addition to installation management, I provide technical support during office hours, serving as a valuable resource for clients and internal teams alike. I promptly address and resolve any technical issues or inquiries, utilizing my strong troubleshooting skills and comprehensive understanding of our products and systems. I am committed to delivering exceptional customer service and ensuring client satisfaction.Moreover, I actively participate in an after-hours on-call rotation, where I remain available to provide technical support outside of regular office hours. This ensures that clients receive timely assistance and support, even during critical situations or emergencies. I understand the importance of being responsive and reliable, and I prioritize delivering exceptional support whenever it is needed.As part of my responsibilities, I also manage SQL database systems. This includes overseeing the administration, maintenance, and optimization of the databases, ensuring data integrity, and maximizing system performance. I am proficient in SQL database management techniques, allowing me to efficiently handle tasks such as data manipulation, performance tuning, and query optimization.By effectively managing installations, providing comprehensive tech support, and maintaining SQL database systems, I contribute to the overall success and satisfaction of our clients. I am dedicated to delivering high-quality solutions and ensuring smooth operations for our clients' businesses. Show less

  • Director of Implementation

    Nov 2017 - Nov 2019

  • Director of Key Accounts

    Feb 2017 - Nov 2017

  • Director of Professional Services

    Sept 2016 - Nov 2017

  • Implementation Services Manager

    Feb 2016 - Sept 2016

  • Implementation Specialist

    Apr 2014 - Feb 2016
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  Stibo Systems

  Jan 2020 - now

  Project Manager

  • I am responsible for coordinating the delivery of multiple concurrent projects, ensuring seamless execution and alignment with project timelines.• I consistently ensure the delivery of projects within the defined scope, on time, and within budget as per the Statement of Work (SOW).• Collaborating closely with the Customer Success team, I contribute to defining account strategies and creating a comprehensive roadmap for successful project delivery.• Managing project communications is a key part of my role, including providing regular status reports and updates to the leadership team, while actively involving stakeholders and ensuring their attention and engagement.• I establish and maintain a clear and consistent communication cadence with clients, fostering strong relationships and enabling effective collaboration throughout the project lifecycle.• Taking charge of change control, issues, and risks, I meticulously create timelines and identify key deliverables to maintain project momentum.• Presenting status updates on an ongoing and frequent basis is a crucial aspect of my role, ensuring project transparency and providing stakeholders with valuable insights.• I skillfully handle customer interactions, addressing both status updates and escalations with professionalism and a customer-centric approach.• Facilitating the engagement of cross-functional resources, I ensure their optimal involvement to drive project engagement, value, and long-term retention.• Working seamlessly with both technical and non-technical teams, including Solution Consultants, Solution Architects, Custom Development, and QA teams, I efficiently and effectively resolve customer issues and escalations.• I maintain accurate monthly client invoicing, demonstrating meticulous reporting of project team time and expenses to ensure transparency and accountability. Show less