Jeremiah Cloud

Experience

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  Time Warner Cable

  Jul 2004 - Jun 2010

  Team Lead

  Responsible for a team of 20 technical support specialists.Provided support during major software conversions.Ensured quality customer service by monitoring employee performance and addressing deficiencies.Prepared various output reports for upper management.Positively encouraged Representatives to provide the best possible technical and customer service.

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  West

  Jun 2008 - May 2009

  Technical Support Specialist

  Assisted EarthLink customers with various technical challenges with their Internet service. Consistently received exemplary performance reviews.

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  Bridgemore Solutions LLC

  Jan 2012 - Jun 2012

  Cerner Learning Consultant

  Developed computer based training (CBT) modules for Cerner Millennium Suite (CPOE, IVIEW, Clinical Documentation, PowerNotes, PowerChart, SurgiNet, CareMobile, PathNet, and RadNet).Captured, authored, and published CBT modules using Adobe Captivate and Photoshop

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  ECCO Select

  Jun 2012 - Jan 2013

  Techical Learning and Development Consultant

  Assumed engagement lead responsibilities such as staffing, scheduling, and handling escalated issues. Provided training to physicians, nursing, and clinical staff on CPOE, IVIEW, Clinical Documentation, PowerNotes, PowerChart, SurgiNet, CareMobile, PathNet, and RadNet.Assist with all aspects of support from Clinical workflow, system configuration, and training.

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  WaveCreste

  Feb 2013 - Oct 2014

  Enterprise Applications Analyst

  Provide production support for System Engineers, Software Developers, Product and Project Managers on AT&T’s production backend platform or Global Computing Platform (GCP). Analyze, write, and execute SQL queries on GCP’s database of record for the organizations Enterprise Applications and Data Management department.Analyze and troubleshoot complex XML logs while working with Software Developers, and System Engineers to determine issues and system/process improvements.Provided system testing during all system and application deployments within the Enterprise Applications and Data Management department (while on call). Quickly determine outages, stuck or failed processes, and transactions across several enterprise applications on AT&T’s backend platform GCP. Show less

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  Scientific Drilling

  Oct 2014 - Feb 2015

  Field Services Engineer

  Responsible for networking all components, installing sensor, and logging equipment in well bore during rig up. Assembling and programing down hole sensors and tools for survey and logging purposes while drilling. Gather data and compile within a survey to send to clients, engineers, and geologists for updated information as to well progress and location and direction of well bore.Troubleshoot any issues with network, sensors and tool while drilling issues arise. Closely work with Directional Drillers to direct and maintain proper well plan. Show less

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  Global Nest LLC

  Apr 2015 - May 2018

  Senior Enterprise Applications Analyst

  Provide production support for System Engineers, Software Developers, Product and Project Managers on AT&T’s production Application SXP. Analyze, write, and execute SQL queries on AT&T'S databases for the organizations Enterprise Applications and Data Management department.Analyze and troubleshoot complex XML logs while working with Software Developers, and System Engineers to determine issues and system/process improvements.Provided system testing during all system and application deployments within the Enterprise Applications and Data Management department (while on call). Quickly determine outages, stuck or failed processes, and transactions across several enterprise applications on AT&T’s Enterprise Applications. Show less

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  Cathedral Energy Services

  May 2018 - Nov 2019

  Lead Field Services Engineer

  Responsible for networking all components, installing sensor, and logging equipment in well bore during rig up. Assembling and programing down hole sensors and tools for survey and logging purposes while drilling. Gather data and compile within a survey to send to clients, engineers, and geologists for updated information as to well progress and location and direction of well bore.Troubleshoot any issues with network, sensors and tool while drilling issues arise. Closely work with Directional Drillers to direct and maintain proper well plan. Show less

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  Artech L.L.C.

  Apr 2020 - now

  Technical Program Manager

  Applied data analysis to suggest and implement process improvements for operational excellence by minimizing missed Service Level Agreements resulting in a reduction in errors by 25%Facilitated communication and led projects, collaborating cross functionally with Data, Support, and Engineering to implement and streamline a break in onboarding process flow, leading to resolution of 10x more ticketsCompiled detailed dashboards, automated monthly Salesforce reports to present metrics to leadership and facilitated new-hire and refresher training, increasing service scores by 10% for supported operational areasDrove end-to-end project management involving Partner/Reseller and Customers Data hygiene, resulting in saving 20 hrs/week in user provisioning for multiple Salesforce instances for 100K+ usersHosted cross department collaboration meetings with Developers, Designers, Marketing, Sales and Product Management to resolve issues to improve customer satisfaction by 90%+ Customer Satisfaction while managing 3 ticketing systems and an average of 100-150 tickets processed daily Show less