J.D. Myrick-Smith
Sacramento
Summary
Dynamic professional with extensive experience at iPass Inc., excelling in telecom service delivery and project coordination. Proven track record in issue resolution and customer communication, enhancing service stability and satisfaction. Skilled in training development and cross-functional collaboration, driving process improvements that elevate operational efficiency.
Overview
26
26
years of professional experience
Work History
Permit Writer / Service Coordinator
Caltrans
Sacramento
11.2014 - 04.2025
- Coordinated and processed high-volume, time-sensitive service requests requiring strict compliance with regulatory, safety, and operational standards.
- Served as a primary customer contact, responding to escalations, resolving issues, and setting accurate expectations for delivery timelines.
- Managed workflow tracking systems to ensure records accurately reflected service status, approvals, and changes.
- Reviewed technical diagrams and specifications to validate compliance and resolve discrepancies prior to approval.
- Acted as a resource and escalation point for complex or delayed requests, proactively driving resolution.
- Developed and delivered training for staff on new systems, policy changes, and process updates, improving accuracy and turnaround times.
Senior Technical Consultant
iPass Inc.
Redwood Shores
10.2011 - 06.2014
- Managed end-to-end delivery of customer implementations, coordinating network access, security policy integration, testing, and deployment.
- Worked directly with enterprise customers to translate business and technical requirements into deliverable project tasks.
- Coordinated with internal teams and third-party vendors to schedule installations, testing, and troubleshooting.
- Provided Level 1–3 escalation support, resolving issues impacting service delivery timelines.
- Monitored deployments post-implementation to ensure service stability and customer satisfaction.
Product Manager, Integration & Device Management
iPass Inc.
Redwood Shores
03.2010 - 11.2011
- Owned delivery and enhancement of remote access and device management services used by enterprise customers.
- Managed incoming feature requests, integration requirements, and defect escalations, prioritizing based on customer impact and delivery timelines.
- Acted as senior escalation point between customers, support, and engineering.
- Delivered internal training for sales, support, and marketing on new service offerings and changes.
Senior Manager, Training
iPass Inc.
Redwood Shores
08.2000 - 11.2007
- Led development and delivery of customer and employee training programs supporting telecom and network service products.
- Designed and launched a web-based LMS supporting internal teams and external customers.
- Coordinated multi-day, multi-location technical training sessions involving infrastructure, network access, and device management services.
- Worked cross-functionally with engineering, support, and sales to ensure consistent service delivery knowledge.
Technical Support Tier 3
iPass Inc.
Redwood Shores
10.1999 - 08.2000
- Provided advanced escalation support for network connectivity, roaming, and remote access services.
- Supported customer administrators and service providers in resolving complex network issues.
Education
Associate of Science - Networking Technology
Heald College
Sacramento, CASkills
- Telecom & IT Service Delivery
- Project Coordination & Scheduling
- Vendor Management & Escalations
- Customer-Facing Communication
- Circuit & Network Service Provisioning
- Salesforce & CRM Order Management
- Issue Resolution & Troubleshooting
- Cross-Functional Team Coordination
- Process Improvement & Documentation
- Training Development & Delivery
Websites
References
References available upon request.
Timeline
Permit Writer / Service Coordinator
Caltrans
11.2014 - 04.2025
Senior Technical Consultant
iPass Inc.
10.2011 - 06.2014
Product Manager, Integration & Device Management
iPass Inc.
03.2010 - 11.2011
Senior Manager, Training
iPass Inc.
08.2000 - 11.2007
Technical Support Tier 3
iPass Inc.
10.1999 - 08.2000
Associate of Science - Networking Technology
Heald College