Open to opportunities

Justin Loutsch

@justinloutsch

Experienced application support manager driving service excellence, process improvement, and reliable technical operations.

United States

Message

What I'm looking for

I seek a role leading technical support or operations where I can improve customer experience, implement automation, mentor teams, and scale reliable infrastructure.

I am an Application Support Manager with extensive hands-on systems and cloud operations experience, leading technical support teams to sustained 95% customer satisfaction. I design enablement programs, knowledge bases, and automation to improve efficiency and reduce resolution times while performing root-cause analysis to inform product improvements.

My background includes system and network administration, IT infrastructure leadership, and vendor/project management across AWS, VMware, Linux, Windows, and SaaS environments. I prioritize clear customer communication, cross-functional collaboration, and measurable KPIs to deliver dependable service and continuous operational improvement.

Experience

Work history, roles, and key accomplishments

Current

Application Support Manager

Current

Perceptive, Inc

May 2022 - Present (4 years 1 month)

Manage support operations and enablement programs, maintaining a 95% customer satisfaction score while implementing root-cause analysis and Jira automation to reduce resolution time and recurring issues.

Application Support Jira Root Cause Analysis Incident Management Customer Success Docker AWS Linux

Application Support Technical Lead

Invicro

May 2021 - May 2022 (1 year)

Resolved technical issues across stacks and environments, maintained a 95% customer satisfaction score, managed SLAs, and supported sales as an application engineer.

Technical Support Docker Windows MacOS Linux AWS SLA Management Troubleshooting

System & Network Administrator

TERC

Jan 2019 - May 2021 (2 years 4 months)

Managed Linux and Windows servers in VMware and AWS, performed monthly maintenance and patching, and deployed a Meraki wireless network to modernize infrastructure.

Linux Administration VMWare AWS Network Administration Patch Management Maintenance

IT Infrastructure Engineer

Invicro

Jun 2012 - Dec 2018 (6 years 6 months)

Led technology build-outs, vendor relationships, deployments of software/equipment, and established the company's first IT department budget to meet compliance and project deadlines.

Vendor Management Project Management Deployment Budgeting & Compliance Virtualization