Jonathon Sims

Background

About Jonathon Sims

An accomplished Technical Support Manager with extensive experience in leading high-performing teams and delivering exceptional technical support services. In my role, I managed and mentored a diverse team of technical support engineers, overseeing all aspects of hiring, training, coaching, and performance management. I have lead multiple transition projects involving our team's telecom platforms as we have grown, ensuring proper implementation while still ensuring world class remote support to our customers. My background as a Technical Support Engineer equipped me with hands-on experience in troubleshooting a wide array of issues, from mechanical and electrical to IT and networking problems. I adeptly used CRM systems like Salesforce to manage and log customer tickets, and I took on mentoring responsibilities as the team expanded. Prior to my management role, I worked as a Field Service Engineer, where I was responsible for maintaining and installing equipment across a large regional area. I ensured optimal uptime and performance for Packsize equipment, conducted training sessions for customers, and handled both scheduled and emergency service visits. My technical expertise and proactive approach to problem-solving have consistently contributed to outstanding customer experiences and operational success.