Sam Holliday

Experience

• 

  Nextep

  Jun 2009 - Aug 2009

  IT Specialist
• 

  Southern Nazarene University

  Jan 2012 - May 2014

  Network Technician

  • Mentored and trained student workers in efficient and effective troubleshooting.• Supervised help desk ticket intake to ensure quick response times with appropriate solutions.

• 

  SandRidge Energy

  May 2014 - Oct 2015

  Systems Specialist II

  • Mentored System Specialist I team members and contract employees.• Ensured that employees received a great customer experience while working to resolve problems with hardware, software, networking and other computer-related technologies.• Created and maintained problem resolution documentation.

• 

  Love's Travel Stops

  Oct 2015 - Feb 2022

  • Managed IT Operations Center, IT Change Management, Problem Management and IT Communications teams.• Continually invested in the professional development of direct reports, which lead to numerous employees being promoted to new positions within the organization.• Selected to participate in corporate mentorship program for new employees and interns.• Provided leadership and training for the IT Change Management process during a period of 118% growth in customer engagement.• Audited IT communications for accuracy and trained employees on processes that sent an average of over 500 communications annually.• Incorporated customer feedback and market trends to ensure the strategic direction of the Change Management process remained aligned with department and company goals.• Collaborated with engineers and application owners to implement an enterprise monitoring strategy that minimized downtime for applications and improved reporting. Show less • Acted as problem manager for all high impact outages.• Defined and drove the creation of new features for the change request site to ensure a streamlined, end-to-end customer experience.• Led weekly Change Advisory Board meetings.• Assisted in development of IT Communications, IT Change Management and Problem Management policies.• Merged two singular Change Management processes to create a holistic IT Change Management program.• Developed and implemented a Release Management program for all SAP transports.• Drafted and sent company-wide IT Department communications detailing outages and other essential information. Show less

  • Supervisor of IT Operations Center

    Jan 2018 - Feb 2022

  • IT Operations Analyst

    Jan 2016 - Jan 2018

  • Network Operations Center Specialist

    Oct 2015 - Jan 2016
• 

  BigCommerce

  Feb 2022 - now

  • Managed a portfolio of clients, providing proactive and strategic technical guidance and consultation that improved efficiency, performance and profitability on the BigCommerce platform.• Conducted thorough evaluations of a client’s technology stack and recommended relevant apps, integrations and features that aligned with their business objectives.• Supported clients with platform configuration, conducted regular service reviews and prioritized cases, resulting in timely issue resolution and improved overall performance of the client’s storefront.• Collaborated with Product and Engineering teams to understand and prioritize new features and roadmap items to ensure successful adoption by clients, resulting in higher platform satisfaction. Show less

  • Manager, Customer Success Management

    Jun 2023 - now

  • Technical Account Manager

    Feb 2022 - Jun 2023