Jason Kelley
Email: [email protected] • Mobile: 727-433-8589
Clearwater, FL 33755
Professional Summary
Experience supervising IT infrastructure and managing Network Operation Center, Expertise in working in complex environments, Operational knowledge of Windows systems, Remarkable ability to perform troubleshooting on systems and resolve issues, Exceptional communication skills, Proficient in project management principles, Solid understanding of Internet /Information security practices and policies
Professional Experience
Customer Success Manager KnowBe4 • Clearwater, FL August, 2012 to Present
Onboard customers and assist with developing their knowledge and use of KnowBe4's ISAT program, Kevin Mitnick Security Awareness Training (KMSAT). This includes creating campaigns to deploy Phishing Security Tests, import users and initiate / monitor the training lifecycle from initial walkthrough to deployment. My objective is to ensure the experience with KnowBe4 and our KMSAT training is positive, effective and questions throughout the duration of the contract are properly addressed.
In this capacity the customer is made aware of pertinent Internet and email security terms including, phishing, spear phishing, social engineering, spoofed emails, Defense in Depth and phishing attack surface. Users become highly aware of red flags presented in everyday web and email usage and are equipped with the tools to effectively combat these threats.
Office/IT Manager Bayline Realty • Clearwater, FL June, 2011 to August, 2012
Responsible for marketing and improving processes by using current technology to add efficiency to daily activities. Scheduled showings of listed property and completed sales contracts to present potential buyer offers. Setup and maintained a company website, ensured security software was updated and periodically attended/instructed classes for first time home buyers.
Enterprise Support Manager Sunbelt Software • Clearwater, FL May, 2009 to June, 2011
Managed Enterprise level Support Technicians; troubleshooting was Internet Security focused via security software, i,e. antivirus, email protection, server side protection, spam filters and web monitoring.
My objective was focused on managing the day to day workload of my staff by providing incentives to excel including, reward and recognition programs related to quality of internal ticket and call handling, teamwork and customer satisfaction metrics.
I provided feedback to my direct managers based on reports reflecting overall performance metrics of each individual as well as cumulative performance of my team as a whole.
Helpdesk Manager Citi • Brandon, FL October, 2008 to April, 2009
Responsible for leading the startup of a technical Helpdesk at Citigroup onsite in Tampa, FL following the closing of its New York Helpdesk. Managed and assisted staff providing Avaya phone systems technical support. Responsibilities included all break/fix telephone, voice telephony issues and acting as a liaison with external vendors to drive trouble resolution. Created daily strategy plans for technical analysts to ensure leadership expectations were met successfully. Maintained a record of weekly ASA call metrics and monitored the ticket workflow daily.
Operations Manager Avaya • St. Petersburg, FL May, 2005 to October, 2008
Managed a staff in excess of 25 employees across three different departments; Provided direct supervision for Remote Support Engineers and provided resolutions to a diverse range of complex issues; Produced reports to track employee’s adherence to schedule, open ticket duration, ticket quality, call performance statistics and customer satisfaction; Monitored and provided direction and training as required to support data operations and successfully planned and transitioned data engineers to voice convergence support assignmets; Responsible for all personnel actions such as salary and performance reviews, corrective actions, employee timesheets, scheduling and recognition
Tier II Engineer Lucent Technologies • St. Petersburg, FL November, 1999 to May, 2005
Supported customer networks via T1, Frame Relay, Digital Data Services, etc.; Utilized remote access applications for troubleshooting and problem resolution; Call Center environment requiring strong communication, customer service skills; Provided remote trouble support for customers and Lucent Field Engineers
Education
MBA • Business Administration • 2004 • 3.68 | University of Phoenix • St. Petersburg, FL
Bachelor's of Science • Business Information Systems • 2001 • 3.74 | University of Phoenix • St. Petersburg, FL
Associates of Arts • Communications • 1995 | St. Petersburg College • Clearwater, FL
Technical Skills
Microsoft Office | Word, Excel, PowerPoint, Access, OneNote, Outlook
SalesForce.com | User and User Administration experience
Google Apps | Gmail, Google Docs: Folder management, Document, Presentation, Spreadsheet
Enterprise Security Software | Endpoint Antivirus/Antimalware solutions, Email /Server protection software and hardware, Spam filters and Web Monitoring tools
Product Specific | Avaya S8700: Installation, Maintenance and Provisioning Workshop; Cisco Lan Switch Configuration; Cisco Internetwork Troubleshooting; Vipre Antivirus Business; Vipre Email Security for Exchange
Email: [email protected] • Mobile: 727-433-8589
Clearwater, FL 33755
Professional Summary
Experience supervising IT infrastructure and managing Network Operation Center, Expertise in working in complex environments, Operational knowledge of Windows systems, Remarkable ability to perform troubleshooting on systems and resolve issues, Exceptional communication skills, Proficient in project management principles, Solid understanding of Internet /Information security practices and policies
Professional Experience
Customer Success Manager KnowBe4 • Clearwater, FL August, 2012 to Present
Onboard customers and assist with developing their knowledge and use of KnowBe4's ISAT program, Kevin Mitnick Security Awareness Training (KMSAT). This includes creating campaigns to deploy Phishing Security Tests, import users and initiate / monitor the training lifecycle from initial walkthrough to deployment. My objective is to ensure the experience with KnowBe4 and our KMSAT training is positive, effective and questions throughout the duration of the contract are properly addressed.
In this capacity the customer is made aware of pertinent Internet and email security terms including, phishing, spear phishing, social engineering, spoofed emails, Defense in Depth and phishing attack surface. Users become highly aware of red flags presented in everyday web and email usage and are equipped with the tools to effectively combat these threats.
Office/IT Manager Bayline Realty • Clearwater, FL June, 2011 to August, 2012
Responsible for marketing and improving processes by using current technology to add efficiency to daily activities. Scheduled showings of listed property and completed sales contracts to present potential buyer offers. Setup and maintained a company website, ensured security software was updated and periodically attended/instructed classes for first time home buyers.
Enterprise Support Manager Sunbelt Software • Clearwater, FL May, 2009 to June, 2011
Managed Enterprise level Support Technicians; troubleshooting was Internet Security focused via security software, i,e. antivirus, email protection, server side protection, spam filters and web monitoring.
My objective was focused on managing the day to day workload of my staff by providing incentives to excel including, reward and recognition programs related to quality of internal ticket and call handling, teamwork and customer satisfaction metrics.
I provided feedback to my direct managers based on reports reflecting overall performance metrics of each individual as well as cumulative performance of my team as a whole.
Helpdesk Manager Citi • Brandon, FL October, 2008 to April, 2009
Responsible for leading the startup of a technical Helpdesk at Citigroup onsite in Tampa, FL following the closing of its New York Helpdesk. Managed and assisted staff providing Avaya phone systems technical support. Responsibilities included all break/fix telephone, voice telephony issues and acting as a liaison with external vendors to drive trouble resolution. Created daily strategy plans for technical analysts to ensure leadership expectations were met successfully. Maintained a record of weekly ASA call metrics and monitored the ticket workflow daily.
Operations Manager Avaya • St. Petersburg, FL May, 2005 to October, 2008
Managed a staff in excess of 25 employees across three different departments; Provided direct supervision for Remote Support Engineers and provided resolutions to a diverse range of complex issues; Produced reports to track employee’s adherence to schedule, open ticket duration, ticket quality, call performance statistics and customer satisfaction; Monitored and provided direction and training as required to support data operations and successfully planned and transitioned data engineers to voice convergence support assignmets; Responsible for all personnel actions such as salary and performance reviews, corrective actions, employee timesheets, scheduling and recognition
Tier II Engineer Lucent Technologies • St. Petersburg, FL November, 1999 to May, 2005
Supported customer networks via T1, Frame Relay, Digital Data Services, etc.; Utilized remote access applications for troubleshooting and problem resolution; Call Center environment requiring strong communication, customer service skills; Provided remote trouble support for customers and Lucent Field Engineers
Education
MBA • Business Administration • 2004 • 3.68 | University of Phoenix • St. Petersburg, FL
Bachelor's of Science • Business Information Systems • 2001 • 3.74 | University of Phoenix • St. Petersburg, FL
Associates of Arts • Communications • 1995 | St. Petersburg College • Clearwater, FL
Technical Skills
Microsoft Office | Word, Excel, PowerPoint, Access, OneNote, Outlook
SalesForce.com | User and User Administration experience
Google Apps | Gmail, Google Docs: Folder management, Document, Presentation, Spreadsheet
Enterprise Security Software | Endpoint Antivirus/Antimalware solutions, Email /Server protection software and hardware, Spam filters and Web Monitoring tools
Product Specific | Avaya S8700: Installation, Maintenance and Provisioning Workshop; Cisco Lan Switch Configuration; Cisco Internetwork Troubleshooting; Vipre Antivirus Business; Vipre Email Security for Exchange