Christopher Jung

Experience

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  DAVID Corporation

  Mar 1999 - Aug 2008

  Account Manager/Client Support Engineer/Software Trainer

  Provided on-site training of core software system and client custom components for 20 clients peryear. ● Maintained centralized tracking system of 500+ support issues annually for over 70 clients; providedanalysis and troubleshooting for 24-hour client issue resolution. ● Analyzed client’s internal processes and develop best strategies for project completion. ● Implemented upgrades and patches of system software using T-SQL. ● Programmed all custom reports requested for data and financial analysis and forecasting. ● Edited and authored software’s primary user manuals and documentation. ● Up-sold custom add-on modules to increase client workflow and efficiency with sales of $100Kannually. ● Maintained client relationships worth $750K of business. Show less

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  Max Muscle Sports Nutrition

  Jan 2008 - Apr 2011

  Operations Manager/Owner

  Provide customers with nutrition, supplementation, and training advice to meet their fitness goals. ● Created customized nutrition and training programs for clients. ● Maintained constant marketing of the store through personal contact with potential customers,newspaper, mailers, magazine ads, on-line ads, Max Muscle magazine distribution, and a monthlye-newsletter to existing customers. ● Facilitated sales and closing techniques to raise average sale per customer and sell customized plans. Show less

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  PeopleAdmin

  Jul 2011 - Jul 2012

  PeopleAdmin | ​Enablement & Adoption Manager

  Held accountable for overseeing case requests and projects for our SaaS product while using T-SQL inquery analyzer to detect and resolve data issues. ● Handled customer relationship calls to train use of product and manage case log. ● Managed 50-100 cases a day with 95% SLA closure time and 99% Positive Customer SatisfactionSurvey feedback. ● Gathered data on the implementation process for new and migrating customers, as well as created aplan to increase successfully delivery of the project and enhance the customer experience. Show less

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  Compass Learning

  Aug 2012 - May 2014

  CompassLearning | ​Application Support Engineer

  Responsible for resolving escalated cases from call center using T-SQL to identify errors and bugs andto build solutions for data issues. ● Install, configure, and troubleshoot our Enterprise software package by remote access means. UAT ofnew release installations and content. ● Mentored and trained junior members of team in SQL querying, database design, and reporting. ● Lead group in project to build an on-line Employee Evaluation tool. ● Build several internal tools and customized reports in in C#/ASP.NET. ● Project Management of department projects. ● Recognized as Outstanding Employee of the 4th Quarter 2013. Show less

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  HotSchedules

  May 2014 - May 2015

  ● Defined new support procedures for primary customer● Initiated new solution article process ● Increased inter-office collaboration and communication● Lead all weekly customer calls● Lead communication and organization of resources of highest level issues(i.e. “Blockers”)● Mentored new team members on T-SQL and product knowledge● Lead as acting manager of the support team as well as addressing and resolving software issues. Responsible for identifying cause of Tier 3 issues and delivery of proposed solution to Developmentteam.● Produce training and troubleshooting articles for the Escalation team.● Lead and train junior members of the new product team.● Initiated process refinements, inter office collaboration, expert record keeping, and adoption of a newsolutions knowledge base.● Lead new Austin-based analyst team in meeting case SLAs and customer communications of escalatedissues.

  • Customer Care Manager Macromatix North America Europe

    May 2014 - May 2015

  • HotSchedules | ​Escalation Engineer ​

    May 2014 - Dec 2014
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  The SCE Group

  Jul 2015 - Jan 2016

  Managed Services Engineer

  • Provide technical support to customers participating in SCE’s Managed Services Program. • Provide Intake for support requests, process requests and solve or reassign to another engineer, as needed. • Learn all elements of SCE Technical Support components

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  Snow Software

  Feb 2016 - Apr 2019

  Provide training, documentation, and guidelines for partners to support our product suite. Position involves technical account and project management, implementations and case resolution management, software training on-site and remote, process and product knowledge base white-papers, and act as SME on all Snow software applications.I also server as the SQL developer/DBA for customized scripts and reports. Implement our product suite of Snow License Manager(SAM Management), Snow Device Manager(mobile device deployment and management system) Snow Automation Platform (automatic workflows for employee on-boarding and software provisioning) Consult on SAM best practices and SAM maturity. SQL DBA to our hosted environments. Assist customers with support and best practices of Snow License Manager (one of the top 3 SAM software platforms in the industry),Automation Platform and Snow Device Manager. Served as Team Lead in support policies and procedures as well as training junior staff. Top performer in reaching support KPI objectives.

  • Partner Enablement and Success

    Jul 2018 - Apr 2019

  • Implementation Engineer/SQL Engineer/DBA

    Aug 2017 - Jul 2018

  • Tier II Support Engineer/SQL Engineer

    Feb 2016 - Aug 2017
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  Anglepoint

  Apr 2019 - Sept 2022

  Present Anglepoint's solution of publisher software (Microsoft, Adobe, IBM\ILMT, Oracle, SAP, VMware) entitlement analysis, onboarding, and SAM managed services to identify cost savings, audit defense, and negotiation support. Build complete SAM solutions with technical platforms (Snow License Manager and ServiceNow SAM Professional) by pairing our professional services team of Multi-publisher licensing experts and SAM program designers for SAM platform's operational best practices by publisher requirements and optimal feature usage of the technology to align with the organization's business objectives. Drive Partner Initiatives with SAM and SaaS Solutions (SAMPro, SLM, Productiv) by fulfilling partner program requirements, certifications, and co-sales activities to position Anglepoint as the preferred partner to enhance customer retention, value, and experience. Show less

  • SAM Partner Manager

    Apr 2022 - Sept 2022

  • Manager

    Mar 2021 - Apr 2022

  • Senior Technical Consultant

    Apr 2019 - Feb 2021
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  Cask

  Sept 2022 - Mar 2023

  Business Solutions Manager
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  IBM

  Apr 2023 - Jan 2025

  Business Process Consultant