freeman

Lucas Freeman

Chief Support Officer @ Swappa

As a seasoned IT professional, I have over a decade of experience in leadership and support roles across diverse industries. Currently, I serve as the Chief Support Officer at Swappa LLC, where I've been instrumental in transforming the startup into a market leader by overseeing product strategy, fraud prevention, and customer support. Previously, I led technical implementations at MEDHOST, specializing in server deployments for healthcare facilities, and managed IT operations at FirstBank, ensuring compliance and technical excellence. My expertise spans remote team management, project management, and technical training.

Swappa LLC

Chief Support Officer

July 2013 - Current

Location - Remote

Swappa, a marketplace specializing in gently used technology, welcomed me aboard in 2013 as part of its three-person startup team. Over the past decade, I've been pivotal in transforming this dynamic, small-scale venture into a formidable leader in the industry, renowned for its unparalleled customer support. Our team now delivers exceptional 24/7 service year-round, boasting response times under twenty minutes. In my role, I have collaborated closely with the founder and CEO to realize their vision of a marketplace that's not only swift and efficient but also safe and user- friendly. My responsibilities encompass defining product strategies, fraud prevention and risk, spearheading staff and user education programs, and steering growth initiatives. As the head of Swappa's largest and most visible team, I am the primary liaison for numerous external partners and vendors, furthering our market presence and operational excellence.

Medhost

Technical Implementation Lead

Aug 2011 - July 2013

Location - Nashville, TN

MEDHOST, a frontrunner in delivering comprehensive enterprise, departmental, and healthcare engagement solutions, caters to over 1,000 healthcare facilities. In my role, I was responsible for providing advanced server support and overseeing the complete on-site deployment of electronic medical systems. This role encompassed the management and deployment of diverse server environments, including AS/400, Windows, and Linux. I led a dedicated team that specialized in executing deployments in some of the most demanding and complex hospital settings, showcasing our commitment to addressing challenging implementations with expertise and efficiency.

FirstBank

AS/400 Administrator

Jan 2009 - Aug 2011

Location - Scottsville, KY

FirstBank, a prominent regional bank operating across Kentucky and Tennessee, entrusted me with key IT responsibilities. My role encompassed managing and maintaining the IBMi Series (AS/400) along with various Windows servers and clients. A significant part of my job involved providing technical support to the banking staff across numerous branches, helping them overcome any IT-related challenges. I frequently collaborated directly with IBM to uphold the stringent security and operational standards required for a financial institution. A testament to my dedication and expertise, I consistently achieved grade 1 in annual audits, the highest accolade for operational excellence and compliance in the banking sector.

Skills