Rick Quinn Email & Phone Number

Issaquah, Wa, Us

Dynamic Senior Program Manager with 7+ years at CORTAC Group, driving critical enterprise-scale transformations for SAP. Expertise spans security compliance, IT modernization, and global data migrations. Notable achievements include administering Global Security Compliance Jira platforms, orchestrating company-wide adoption of collaboration tools, and managing GDPR-compliant data migrations for 8,400+ users across 16 global locations. Led mission-critical projects including corporate email conversion and WAN/LAN hardware refresh impacting 8,000+ users. Recognized for seamlessly executing complex, time-sensitive initiatives while maintaining operational continuity and regulatory compliance. Proven track record of delivering multifaceted programs ahead of schedule, including a 104TB data migration completed in just 4 months and a global communication platform transition executed within 6 months.

Waltham, Massachusetts, Us

Lead and manage the global team as the Senior Operations Leader. Working with the teams to develop, execute, monitor and improve on solutions across all the service offerings. Provide tactical leadership, mentoring and performance management for all teams. Help drive consistent excellent customer experience and service.

Round Rock, Texas, Us

Cross- Functional Customer Experience Leader; Translating the voice of the customer into actionable information to drive change and promote continuous improvement. Analyze and communicate findings, trends and improvement areas in Product and Services. I am the liaison among Product Management, Engineering, Customer Service, Professional Services, Sales Readiness, and the Corporate Quality. I understand and define customer focused objectives and business requirements as related to customer experience and satisfaction. Our systems, products and services have become more complex, while our PROMISE to our customers is that it will be SIMPLER. I am driven to keep "The PROMISE"

Round Rock, Texas, Us

Manage a team of supervisors that lead the Isilon Technical Support Teams; they are responsible for providing on-site/remote support in resolving customer issues when problems have been escalated. • Manage the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies for the Isilon Technical Customer Support Organization. • Accountable for the operational results of the teams in terms of group and department performance standards/metrics, customer satisfaction and budget/expenses.• Identifies issues, provides input and makes recommendations regarding Technical Support programs, tools, projects, products, process, metrics, standards and customers. Ensures that all issues are escalated in accordance with policy and procedures.• Ensures that technical support programs are current with regard to upgrades, new product releases, trends, practices and cost.• Accountable for scheduling, work plans, technical direction, staffing, and performance management/development of employees in assigned areas.• Insane Customer Focus Environment; refuel the teams with Customer Focus.

Alpharetta, Ga, Us

Lead the Production Customer Support team in their mission of supporting our hosted enterprise application for numerous external clients. The team interfaces with external clients regarding both externally and internally initiated issues. The team also provides for the efficient escalation and tracking of issues assigned to other Hubspan teams. Responsible for maintaining 24X7 on-call response procedures for both client and system related alerts. Developing and maintaining all support process documentation, issue tracking procedures, ticketing system integrity, SLA monitoring and monthly reporting procedures. • Provide day-to-day leadership and management of the Production Customer Support team. • Interacts with various client service, engineering and operations teams to coordinate bug reporting, fixes, and milestones.• Escalation point for all production issues.• Internal procedure and policy development.• Partners with management and staff to improve quality, responsiveness, and service of production support services.• Communicates with customers concerning issue escalation and established support procedures. Represents Support Team in meetings with clients and internal groups. • Maintains monthly reporting process, issue ticketing system, and knowledge base to improve efficiency, enforce standards and facilitate metrics collection • Maintain and report against company SLAs for Production Support.

Costa Mesa, Ca, Us

Currently managing 20 direct reports providing second tier product and services support for VoIP and Broadband services (Integrated – Hosted - DSL-T1-Business Ethernet) for small to medium businesses.- Brought visual management to this group and now the department metrics, SLAs are managed through a team approach.- Directing vendor relationships coordinating adherence to SLAs. - Created Mini-teams to maintain the product/technical knowledge in the team as members are promoted out to other departments, preserving the expertise in group

Everett, Wa, Us

As the Technical Support Manager at Fluke Networks managed a team of 15 direct reports with 3 remote employees, one in Japan and one in China. The Support Center provides 24/7 support worldwide. Providing technical support for network analytical systems and cabling, fiber test tools. My responsibilities included customer satisfaction, follow-up and resolution. Ensure that SLAs are met and the operations can provide the contracted service. I was the telecom system resource for the Customer facing teams configuring the IVR and ACD.

Technical Support Manager – 15 employees running a 24/7 Call Center. Providing technical support for three different web-based product groups. I was the CRM System Admin (SalesForce) and the final escalation point for Customer-Care. Additionally the support team provides Help-desk support, Telecom and Operations Fulfillment

Developed and delivered training materials .including lab materials and provide training assessments including training effectiveness measurement. Create and deliver printed documents, CD-based and web-enabled materials. Delivery of training content would be self-paced, train-the-trainer, on-line and Stand-up instruction in classroom. Coordinate logistics of training events and facilitate learning measurement

As training department of one for NetManage Inc. focused on the needs of the Sales and Technical Support organizations. I provided product and technical training to these groups over 500 employees. Also utilized at Trade Shows and Client Training Sessions for Product Promotion and demonstrations