Bernard Jackson, Ma Email & Phone Number

United States

• Oversee technical support operations for Solera vehicle repair product lines (Hollander, GTS, Direct Shop, and APU)• Currently leading a team of 40 technical support engineers, liaisons, system analysts, and supervisors to provide world-class direct support for U.S-based customers.• Utilize AI opportunities to implement multi-lingual chat support, virtual assistance, and client portal through CRM and Phone integrations.• Created a multi-discipline senior support team to assist with product improvement efforts by analyzing customer case data and recommending improvements to the products and customer training.• Established metrics for hardware installation and product re-staging and improved turnaround time from 14 days to 4.• Utilized automation for email support which reduce the case closure rate to under 8 hours from 24 hours and drive response time to under 1 hour.• Implemented innovative strategies to improve customer service and satisfaction levels.• Provide clear direction and guidance to subordinates, fostering an environment of collaboration and teamwork.

Ann Arbor, Michigan, United States

• Improved Service Levels by 15% through product cross training and realigning resources. • Analyzed and improved work processes for the team suggesting major changes to leadership and implementing continuous improvement methodologies.• Reduced case volume by 25% by reallocating nontechnical support issues to other departments. • Increased efficiencies by 10% with formalizing the product escalation process for all products.

Ann Arbor, Michigan, United States

• Formalized the training program and reduced classroom training from 4 weeks to 2 weeks.• Reduced time to product proficiency by 2 months by implementing a mentorship program for new hires. • Implemented email support for internal associates and improved response time by 2 days. • Created specialized roles for Senior TSRs centered around product escalations, customer support, and training. This change increased survey scores by 2% points and decreased product escalation time by 4 days.

Ann Arbor

• Implemented a Tier II role to handle complex technical issues and assist Tier I staff.• Improved Call Duration by 3 minutes with the implementation of Knowledge Centered Support (KCS) methodology.• Supervised a team of remote installation techs and improved client installation turnaround time by 4 days. • Initiated new hiring practices and reduced attrition by 25%

Ann Arbor, Mi

Responsible for handling front line inbound telephone calls and written or internet based inquires from customers regarding a wide variety of Audatex hardware and software products. Technical Support Representatives will be responsible for supporting all MS Windows based Audatex products. Based on skill level demonstrated, the Technical Support Representative could also be trained to support additional ‘specialty’ products. Support includes diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software installations.

• Provide Tier 1 and Tier 2 Technical Support including interacting with end users on training and technical issues; Remote and on-site at desktops, laptops and servers.• Daily, monthly, and quarterly support for all servers and desktops including anti-virus(updates), event log monitoring and overall system health• Troubleshooting and support of network issues, including routing, DNS, firewall settings, DHCP, active directory, FTP, Websites, Server Certificates• Email Marketing support and website updates (content) including design and content maintenance• Gather end user requirements and documentation of system heads.

• Maintained Call Center Standards of answering 30+ calls per day• Assisted user with desktop hardware and software issues• Assisted user help on UNIX based server and backup issues• Involved in training new employees on technology and help desk software• Maintained users access with Active Directory and other local software including Mainframe access

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