Lee Graves' Resume

LEE GRAVES
Highlands Ranch, CO 80126 - United States leegraves.emurse.com

OBJECTIVE
Aspiring product manager seeking a product management, business analyst, or marketing position. Looking for an exciting and rewarding career, harnessing my technical work experience and educational background for a long term position.

WORK EXPERIENCE
eSoft, LLC, Broomfield, CO	August 2010 - Present
VP, Technical Services and Product Management
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eSoft Incorporated, Broomfield, CO	September 2009 - Present
Threat Communications Analyst
Researched and reported internet based threats to ensure protection of eSoft customers. Made regular contributions to company blog to reach potential customers and increase exposure in industry publications. Managed social networking initiative including company Twitter and LinkedIn communications. Disseminated latest industry information to Threat Prevention Team to ensure up to the minute protection. Works referenced in major security publications including SC Magazine, The Register and eWeek. -
eSoft, LLC, Broomfield, CO	August 2009 - August 2010
Technical Services Manager
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eSoft Incorporated, Broomfield, CO	September 2006 - Present
Senior Technical Services Engineer III
Developed advanced training courses for personnel and top resellers of eSoft products. Restructured and managed the technical services knowledge base and implemented website reconstruction project. Supported documentation for eSoft product lines of the technical services department. Implemented and actively used Wiki for internal knowledge and issue tracking. Taught technicians to resolve customer issues to ensure customer satisfaction. Assumed and excelled in sales engineering role. Advocated knowledge base development to reduce costs and maximize profits. Qualified product evaluations based on client needs and environment. Managed the enrollment and participation of beta testers for new software releases. Increased sales by integrating promotional materials into technical services communications. -
Fused Solutions Incorporated, Potsdam, NY	September 2001 - September 2006
Technical Support Supervisor
Deployed quality control system to provide customer service and employee retention. Increased profitability by streamlining scheduling and utilization procedures. Led a twenty-four seat customer service and technical support call center acting as an intermediary between management, staff, clients and customers. Developed superior customer service skills to reconcile customer issues. Ensured proper escalation procedures to clients by staff and other supervisors. Diagnosed and reported client outages to minimize client cost and customer downtime. Worked with the software development team to create a functional CRM package, customizable for client needs and modeled to meet agent requests and needs. Adjusted staffing as necessary to maximize profitability while ensuring client satisfaction. -

EDUCATION
Regis University, Denver, CO, January 2007 - March 2009
MBA in Business Administration, 3.89 Grade Point Average
State University of New York at Potsdam, Potsdam, NY, September 2003 - December 2004
BS in Business Administration, 3.7 Grade Point Average
State University of New York at Canton, Canton, NY, September 2001 - January 2003
AS in Business Administration, 3.5 Grade Point Average
State University of New York at Canton, Canton, NY, September 1997 - May 2000
AS in Engineering Science, 3.3 Grade Point Average