Jamie Cline

Experience

• 

  MacArthur Associates

  Jun 2006 - Jan 2007

  Placement Counsler

  - Facilitated recruiting process for technical candidates from preparation of opening requisitions and creating job descriptions to screening candidates and offer generation- Provided technical and logistical support to a team of recruiters.- Visited Client’s sites as a public face for the company.

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  Old Republic Title Company

  Feb 2007 - Jun 2008

  Marketing Assistant

  - Planned events including setup, takedown and organizing events such as Escrow Officer events, manager meetings and trade shows.- Managed vendor relations including price negotiation and inventory levels- Administered the content and website design for our external and internal company websites

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  Engine Yard

  Jun 2008 - Jun 2016

  - Plan, schedule and manage efforts for internal and customer facing product improvements and system enhancements.- Define, document, and implement best practices and processes among the different teams including ticket flows, support processes, automations, postmortems, feature requests and documentation gaps.- Created and manage postmortem and transactional customer experience program to track, analyze and learn from issues customers face.- Work with Product Management team to gather and disseminate customer feedback in order to improve our services and product.- Manage the Net Promoter System Program and close loop cycle for increased customer loyalty.- Create data reporting, analysis and dashboards for cross-departmental metrics.- Manage relationships and integrations with third party vendors including Zendesk, YouTrack, Google Apps, Badgeville and PagerDuty.- Lead the creation of the company’s Incident Management system to establish unified response team for correction and prevention of incidents.- Manage a team of Developers and Operational Engineers to work cross-functionally with Engineering, Support, Product Management, Security, Sales, Finance and Marketing teams on internal and customer facing projects.- Increase visibility and communication with the company on any changes that will be affecting our systems or customers tools. - Work with Finance to track monthly internal AWS (Amazon Web Services) usage to reduce costs. Show less

  • Manager, Support & Engineering Operations

    Mar 2012 - Jun 2016

  • Manager, Support Operations

    Mar 2011 - Apr 2012

  • Project Manager

    Aug 2009 - Aug 2011

  • Support Admin

    Jun 2008 - Aug 2009
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  Pivotal Software, Inc.

  Jul 2016 - Dec 2019

  Business Operations Principal

  Provides complex analytical and statistical support for the global Support organization, developing reports for use in business planning and analysis using Tableau and other systems. Develops reports and data requirements to optimize analysis capability, improve reporting and analytics processes and tools. Works cross functionally and collaborates with other teams such as IT, InfoSec, Operational, Product Management and Leadership teams to drive the integrity and completeness of Support related projects.Evaluates business process implications of system requirements and make appropriate design and change recommendations. Provides strategic technical insight on concerns with integrating with other current systems. Show less

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  VMware

  Dec 2019 - Dec 2023

  Provides analytical and statistical support for the global Tanzu Support organization, developing reports for use in business planning and analysis. Provides data, reports and dashboards in various formats, including CRMs, spreadsheets and Tableau. (Tableau Certified Data Analyst)Works with Leadership from Support, Education, Enablement, KCS and DE&I to ensure that our Support teams and our Customers have the information and resources they need to succeed. Involved with various stakeholders for programs such as NPS, CES and CSAT to help drive customer success. Engaged with insights team to focus on Customer adoption and consumption.Enjoys working cross functionally and collaborating with other teams (such as Technical Account Management, Data Engineering, etc) to drive the integrity and completeness of Tanzu Support related projects. Gathers data requirements, prioritizes the requests and works with our Data Engineering team to get the work done in an efficient manner. Reported on BU level OKR's (Objective, Actions and Results), documenting and tracking key initiatives, KPI planning and maintenance of Quarterly reviews. Evaluates and strives to understand how systems and users work, to identify possible improvements, integrations and enhancement to optimize analysis capability, and improve reporting and analytics. Show less

  • Sr. Business Operations Manager

    Feb 2023 - Dec 2023

  • Business Operations Manager

    Dec 2019 - Feb 2023
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  Broadcom

  Dec 2023 - Jun 2024

  Business Operations Analyst