• Secured a stellar G2 score of 99 in "Quality of Support," solidifying the team's position as industry leaders in event management software—achievement reflects a dedication to excellence.• Successfully managed relationships with third-party vendors, facilitating productive discussions aimed at improving joint functionality—approach enhanced synergy with external partners, contributing to overall operational efficiency.• Introduced a comprehensive testing plan post-release, resulting in the identification and prompt resolution of bugs—approach safeguarded CSAT score, ensuring a consistently positive customer experience after each software release.• Established specialized support roles, fostering a revenue stream led by support consultants, transitioning company to a Product-Led Growth model, where freemium trials drove customer adoption of the paid software, ensuring growth.• Pioneered the development of robust policies and procedures, enhancing efficiency across escalations, cross-functional teamwork, new sales initiatives, and customer relationship management, fostering a cohesive organizational structure.

 Spearheaded the growth of the team from 8 to 25 personnel by strategically recruiting engineers across diverse locations, including the U.S., Turkey, and New Zealand, enabling a robust 24/7 support model, spanning four continents. Achieved and sustained a remarkable 98% customer satisfaction rating for over two years, underscoring a commitment to delivering unparalleled service and ensuring enduring client contentment. Guide and support a diverse, global team of professionals, including managers and subject matter experts, cultivating a culture of excellence where every member is empowered to contribute to collective success through their unique expertise. Accomplished a significant reduction in average time to resolution, cutting it from 2 hours to under 30 minutes. This accomplishment underscores a steadfast commitment to swift and efficient customer issue.

Leading a 17 person team responsible for supporting the largest debt collection agencies and hospitals in the world. Our team supports a multitude of products including the Ontario Systems Contact Savvy 2.0 dialing platform, GC Dialer, Signature IVR, VoiceTrack system, WebRTC, Payment Services, and anything related to the Amazon Web Services hosted portion of our product line.

* Responsible for creation and support of all Enable formats.* Loaded all new software and system updates.* Created and implemented new workflow for accounts in the system.* Wrote, maintained and implemented new reports, logic blocks, letters, event tactics and night jobs.* Advised on new dialing campaigns and implemented new strategies.* Fixed low level errors and system issues for collectors, collection manager and owner.* Successfully implemented the Validity and Verified Contacts products.* Oversaw best financial year in company history in first full year.

* Provided clients with detailed resolution information and explanation via verbal (telephone) and written (e-mail) communications. * Managed the National Account's FACS team, as well as the Telephony support team.* Professionally conducted internal training sessions * Escalated pertinent client problems in priority or to appropriate management personnel * Evaluated staff performance by observing the consultant's performance, reviewing investigation documentation, and reviewing metrics related to the consultant's performance. * Set specific, achievable goals and provided a development path for each team member. * Reviewed investigation billings, expense reports, and timesheets * Prepared and completed the annual evaluation process for every direct report and forwarded appraisal to the Human Resources Department before the due date * Fostered an environment where my group exceeded the goals for first call resolve percentage, average age since contact, average age of open investigation, and service level agreement every quarter for two years. * Worked and resolved client investigations efficiently and correctly. * Successfully wrote over 6000 hours worth of custom Enable formats for clients. * Answered incoming calls professionally and courteously. * Consulted with clients on account flow issues to streamline their system and make best use of the FACS software.

98J: Electronic Intelligence Interceptor & AnalystMajor Duties: The electronics intelligence (ELINT) interceptor/ analyst performs and supervises detection, acquisition, location, identification, exploitation, and reporting of foreign ELINT at division, corps, and echelon above corps (EAC). Performs collection management.

* Responsible for the training and supervision of twenty people. * Responsible for the creation of the standard operating procedure for the Advanced Electronic Processing Dissemination System, used Army wide. * Maintained and managed a forty account intranet. Established accounts; maintained security; assigned workgroups. * Performed the troubleshooting; maintenance of intelligence systems including: Rebuilding Databases upon failure; installed new hardware; troubleshooting on the wide area network. * Assigned to rank of Sergeant ahead of peers, and fellow soldiers with more time in service. * Maintained a vast intranet and multi-connection Internet consisting of different kinds of connectivity. * Responsible for maintaining accountability for thirty pieces of Top Secret Cryptological tapes and device. * Cross-trained 26 personnel on the functionality and use of five different intelligence systems. * Deployed with each of the intelligence systems to Japan, Thailand, and all over the U. S. to maintain and provide support.