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.

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.

• 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

Master Of Arts In Christian Ministries (M.A.C.M) - Pastoral Ministries, Christian Studies

Activities and Societies: The Master of Arts in Christian Ministry degree is designed to address the needs of students looking for a.

Master Of Arts (M.A.), Management And Leadership

Activities and Societies: Online StudentThe Master of Arts in Management and Leadership is a 30-hour graduate program that will provide.

Bachelor Of Science (B.S.), Computer Technology/Computer Systems Technology

Activities and Societies: Computer Science ClubMajor: Computer Technology Minor: Information Technology