Jira
Takuya Nagasaka
Tokyo
Summary
Seasoned professional with a robust background in technical and advisory roles at Atlassian, demonstrating exceptional team leadership and complex problem-solving skills. Spearheaded initiatives that significantly enhanced customer satisfaction and operational efficiency, leveraging expertise in software development and strategic planning. Proven track record in fostering collaboration and driving performance improvements across technical teams. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
30
30
years of professional experience
1
1
Certification
1
1
Language
Work History
Manager, Advisory Services
Atlassian
01.2023 - Current
- Manage and motivate employees to be productive and focused on their work. In addition, as a playing manager, delivers as well.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Developed and maintained relationships with customers and suppliers through account development.
Technical Support Manager
Atlassian
06.2020 - 01.2023
- Tracked KPIs and created continuous improvement plans.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Communicated regularly with customers concerning data exchange and technology integration.
- Streamlined support processes for improved efficiency and faster response times.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Analyzed and developed service goals.
Technical Account Manager
Atlassian
06.2016 - 06.2020
- Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Achieved new client development as the first TAM in Japan
Technical Support Engineer
Atlassian
03.2016 - 06.2018
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Performed root cause analysis of reported issues to enact corrections.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
Senior Technical Support Engineer
Veritas
10.2015 - 03.2016
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
- Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
- Championed the adoption of new tools and technologies to enhance the efficiency and effectiveness of the technical support team''s operations.
- Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
Senior Technical Support Engineer
Symantec
12.2013 - 10.2015
- Maintained strong relationships with key clients through regular communication and personalized support strategies.
- Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
- Championed the adoption of new tools and technologies to enhance the efficiency and effectiveness of the technical support team''s operations.
- Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
- Collaborated with sales teams to provide pre-sales technical assistance, helping secure new business deals and increase revenue.
Technical Support Engineer
Hewlett Packard, HP
07.2004 - 11.2013
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
System Engineer
Hewlett Packard, HP
12.2000 - 06.2004
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
Procurement Specialist
Kishu Paper
07.1998 - 11.2000
- Tracked purchase orders and followed up with vendors and carriers to support timely deliveries.
- Managed a diverse portfolio of suppliers, ensuring timely delivery of goods and services at competitive prices.
- Developed and maintained detailed records of all procurement activities for accurate tracking and reporting purposes.
- Identified new and more cost-effective suppliers through participation in industry networking events, purchasing advantageous packages, and cutting costs.
Programmer
Kishu Paper
04.1994 - 05.1998
- Worked with software development team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Collaborated with team to determine application requirement specifications.
- Identified opportunities for process improvement, leading to a more efficient development cycle.
- Designed intuitive graphical user interfaces to improve user experience.
Education
Bachelor of Economics - Industrial Engineering
Wakayama University
Wakayama, Japan03.1994
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Development
- Staff Management
- Strategic Planning
- Operations Management
- Project Management
- Performance Management
- Team Development
- Hiring and Training
- Sales Support
- Software Development
- Solution selling
- Pre-sales support
- Technical consulting
- Customer Support
- Application support
- Software Deployment
- Operating System Expertise
- DevOps
- Virtualization Technologies
- Problem-Solving
- Windows Servers
- Firewall Installation
- Application installations
- Java Programming Language
- Scala Programming Language
- Python Programming Language
- Javascript Programming Language
- Amazon Web Services
- Agile development frameworks
- Source and Version Control: Git, Github, Bitbucket
- Linux Environments
Certification
- Certified Scrum Master
- Certified Scrum Product Owner
- Associate Cloud Engineer
- Certified SAFe 4 Agilist SA
Software
Confluence
Bitbucket
Github
Slack
Linux
Windows
Timeline
Manager, Advisory Services
Atlassian
01.2023 - Current
Technical Support Manager
Atlassian
06.2020 - 01.2023
Technical Account Manager
Atlassian
06.2016 - 06.2020
Technical Support Engineer
Atlassian
03.2016 - 06.2018
Senior Technical Support Engineer
Veritas
10.2015 - 03.2016
Senior Technical Support Engineer
Symantec
12.2013 - 10.2015
Technical Support Engineer
Hewlett Packard, HP
07.2004 - 11.2013
System Engineer
Hewlett Packard, HP
12.2000 - 06.2004
Procurement Specialist
Kishu Paper
07.1998 - 11.2000
Programmer
Kishu Paper
04.1994 - 05.1998
Bachelor of Economics - Industrial Engineering
Wakayama University
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