Jared Russum
Hi, I'm Jared!
I have many years of experience in troubleshooting and problem-solving, working with users in a variety of areas including co-workers, customers, executives, friends, and family. Additionally, I possess management, data analysis, and teamwork skills that enable me to create and cultivate an environment in which people from all walks of life can benefit and contribute towards making the world a better place.
Helping people find solutions to their problems brings me immense satisfaction, and I consider it one of the greatest joys in life. Over the past 20+ years, I have gained and utilized several skills and abilities, and I am eager to enhance and refine them further to continue learning, improving, and growing.
Product Analyst and Manager
Collaborated with stakeholders in Sales, Customer Service, Marketing, QA, and Engineering helping to align objectives, deliverables, and proper prioritization
Oversaw 6 different product lines ranging from SaaS Cloud based software to Android and iOS apps and a Progressive Web App
Developed and maintained documentation including product requirements, release notes, troubleshooting guides and internal/external knowledge base articles to help increase product awareness
Conducted market research and analyze customer feedback to identify customer needs and pain points and market opportunities to help make data-driven decisions
Worked closely with Marketing to develop effective go-to-market strategies and drive product adoption
Troubleshot and identified complex technical issues, engineered solutions and proposed workarounds for quick resolutions to grow customer satisfaction and promote support and development efficiency
Technical Support Specialist and Manager
Managed an outbound/inbound call center with a team of multiple people, including manager, lead representatives, and technical support representatives
Investigated and troubleshot higher level issues and bugs related to our software and created and groomed JIRA bug tickets for efficient resolution
Provided technical support and training to team members and end users on how to use products and services
Collaborated with Product and Development teams to identify and resolve complex technical issues and software improvements
Established and maintained a strong customer relationship and rapport going above and beyond to increase customer satisfaction and understanding
Certifications
Google Data Analytics Professional
Google IT Support Professional
