Wyatt Hook

Experience

• 

  Heartland Cafe

  May 2010 - Jan 2017

  Sous Chef

  General Kitchen management and sous chef responsibilities such as scheduling, ordering, line and short order cooking, baking, inventory management and cost analysis.

• 

  Hatsize Learning Corporation

  Mar 2017 - Aug 2018

  Tier 2 Support Analyst

  Responsibilities:•Worked as part of a 24/7 critical response team, primarily remotely•Managed external support service desk tickets and internal infrastructure tasks in a Unix environment•Engaged in rotating shifts to constantly monitor infrastructure and respond to helpdesk tickets•Proficient in Unix shell•Experienced in VMWare and HyperV administration•Skilled in Zendesk administration and helpdesk support•Proficient in Jira project management•Experienced in client success management Show less

• 

  Prairie Blasting & Coating

  Sept 2018 - Mar 2020

  Sandblasting Labourer

  Sandblasting Laborer

• 

  Absorb Software

  May 2021 - now

  • Lead a specialized technical services team delivering comprehensive implementation solutions including API integrations, data migrations, custom integrations, and use-case optimization for Absorb Software's client base, maintaining an exceptional 99.8% client satisfaction rating in FY2024.• Drive strategic direction and operational excellence across technical services delivery, managing resource allocation and project prioritization while maintaining strict SLA compliance and quality standards.• Oversee enterprise-level technical implementations utilizing industry-leading platforms including Salesforce, Workato, Zendesk, and Jira to deliver scalable, secure, and efficient solutions.• Spearhead technical discovery and solution architecture for prospective clients, partnering with sales teams to ensure accurate scoping and technical feasibility of proposed implementations.• Direct end-to-end technical services delivery for both new implementations and existing client projects, ensuring alignment between technical capabilities and business requirements.• Manage cross-functional relationships with Product, Engineering, and Client Success teams to drive continuous improvement in technical service delivery and client satisfaction metrics.• Develop and implement technical best practices, documentation standards, and risk mitigation processes using Confluence to ensure consistent, high-quality service delivery across the team.• Lead high-stakes client communications and technical escalations, providing executive-level guidance and resolution strategies for complex technical challenges.• Guide team professional development and technical capability building, fostering a culture of technical excellence and continuous learning.• Optimize departmental resource allocation and budget management to maximize operational efficiency while maintaining superior service quality. Show less Responsibilities:• Lead the day-to-day operations of the Integrations and Reporting team, collaborating with cross-functional leaders to prioritize bug resolution, manage customer issues, and ensure adherence to performance metrics and SLAs.• Develop and execute strategic direction for integration and reporting initiatives, defining roadmaps and prioritizing projects to align with organizational goals.• Manage departmental budget to optimize cost savings while enhancing operational efficiency.• Act as a point of escalation and handle high-level communication with clients and internal leadership throughout the escalation process, from engagement to resolution.• Direct the scoping, resource allocation, and delivery of projects and programs supporting customer needs.• Analyze industry trends and best practices to inform strategic recommendations for data integrations and reporting roadmaps.• Implement integration and reporting solutions, focusing on scalability, efficiency, and security requirements.• Ensure alignment between client expectations and project delivery to enhance Client Satisfaction (CSAT) and Net Promoter Score (NPS).• Collaborate with the VP and Director of Client Success to shape Absorb's customer experience strategy, aiming for exceptional client satisfaction throughout the customer journey.• Enforce risk mitigation processes among team members, resolving issues promptly to meet deadlines and maintain high client satisfaction levels. Show less Responsibilities:• Manage Client Services operations in relation to SaaS Integrations and Reporting • Lead a team of 20+ Specialists• Develop business process improvements and drive efficiency levers• Resource planning and forecasting for hiring pipelines• Budget management• Onboarding, training and development of individual contributors.• Project management• Develop and maintain dashboards and reports for communication with executive leadership teams.•Evaluate and manage vendor relationships Show less Responsibilities: •Managing a team of 15+ Data Integration Specialists•Improving hiring and onboarding process for the Professional Services department•Providing people management, including approving time off requests and expenses, out-of-office coverage and more•Refining internal SOPs and Playbooks as well as other various documentation•Providing consultation services for Single Sign On, API, and Data Integrations to clients•Importing and exporting client data to integrate external systems with Absorb LMSAchievements:•Promoted to leadership position within 2 years of employment at Absorb Show less Responsibilities:•Respond to and manage requests in an internal-facing service desk•Provide hardware and software support for Microsoft Windows and Apple macOS•Administer Active Directory and Azure Active Directory•Perform Microsoft 365 administration•Administer Intune/Microsoft Endpoint•Assist with hardware deployment and asset management.•Develop internal policies (e.g. Acceptable Use Policy, Approved Applications, etc.)•Onboard and offboard employees•Provide internal application support•Perform SaaS Operations engineering, including SaaS management, SaaS automations, and SaaS stack consolidation•Perform procurement, evaluation, and cost analysis of services and applications•Evaluate and manage vendor relationships•Triage service desk requestsAchievements:•Repeatedly recognized for exemplary service desk service•Awarded the Circle of Excellence award•Developed SaaS ecosystem maps for each role/department within Absorb, reducing onboarding and offboarding tickets and process completion time by up to 50% for many departments. Show less

  • Sr. Manager, Technical Services

    Jan 2025 - now

  • Senior Manager, Integrations & Reporting

    Mar 2024 - Feb 2025

  • Manager, Integrations

    Aug 2023 - Mar 2024

  • Professional Services Team Lead (Data Integrations)

    Sept 2022 - Aug 2023

  • Service Desk Analyst

    May 2021 - Sept 2022