Brian Webb Email & Phone Number

United States

Arlington, Virginia, United States

Director of Customer Support supervises the maintenance and ongoing support of our software applications, facilitates the delivery of end user guidance, and ensures comprehensive training and abilities of support staff employees. This work includes oversight of web-based and onsite training offered to customers as well as responsibility for the maintenance and enhancements to end user documentation. The Director of Customer Support will also work with other management staff to determine and implement specific technical needs and priorities of the organization.Primary DutiesProcess Management/Client RelationsResponsible for creating and maintaining the necessary processes for the support team to follow when responding to client requests as well as providing appropriate escalation procedures and acting as a final decision point for client relations requests. Business PlanningResponsible for defining and executing the vision and mission of the Support Department.* Develop and clearly communicate the department vision and mission statement.* Identify clear and achievable department specific goals that will move the department forward.* Push forward the successful completion of those goals.* Identify and monitor progress toward department-specific Strategic goals and KPIs.* Provide data-driven reports on department progress and make viable recommendations for the improvement of the department.* Identify creative ways to make customer support more profitable and successful; and* Create and administer the annual budget for the department.Human Resources & Mentoring:Responsible for hiring and on-boarding team members, defining the department organizational chart and conducting performance reviews.

• Manage Global team of 26 Support engineers • Monitoring employee performance.• Building a metrics driven organization; defining KPIs, SLAs and OLAs and delivering daily operational metrics.• Ability to enhance and improve internal policies and procedures. • Identifying customer needs and driving the product development to support those needs. • Handling escalated support issues in a diplomatic manner. • Ensure proper development of Knowledge Articles and adherence to Knowledge Centered Support (KCS) policies• Participated in Agile projects (Scrum methodology)

• Managed team of software engineers providing global Sustaining Engineering for complex client/server application. • Communicate and coordinate with globally distributed teams (including Sustaining Engineers, Support Engineers, Development Engineers, Product Managers, Account managers and Customer Service/Escalation Managers) to ensure customers’ satisfaction. • Responsible for the “voice of the customer”; creating relationships with key customers to better understand their issues, complaints and needs for the product line. • Responsible for the development and ownership of the methodology for quantitative profiling of the customer satisfaction (TCE - Total Customer Experience) and identifying themes. • Create and maintain a long-term quantitative business model to assess customer behavior and issues data • Provide strategic insights and value to identifying initiatives that have significant impact to business supporting strategy and program development • Standardize metrics for understanding the customer life cycle • Provide reporting, data and analysis on the customer experience for all stakeholders • Develop recommendations to improve performance and user experience for the customer • Monitor and manage each of the customers’ escalated issues with emphasis on progressing cases towards resolution and having the appropriate resources involved. • Define, gather and report on KPIs around quality metrics to gain deeper insight into overall quality and client satisfaction related to release products. • Responsible to ensure that the Department’s Service Level Agreements (SLA) and Operational Level Agreements (OLA) for product support are adhered to. • Led/participated in technology customer advisory board.• Created and facilitated a training program for key customer’s support engineer team providing a substantial savings on support calls

• Managed staff (Operations' team, software developers, Sybase/Oracle DBA’s, Business Objects developers and Business Analysts). • Oversaw Support team for complex web and client/server applications. • Team Lead for the creation of the Service Desk/Operations Center (CORE/GBS).• Project Manager overseeing the identification and implementation of the Monitoring and Application Health system. • Project Manager for Service Desk Run Book• Provide full project life-cycle support. Gather, correlated and prioritized customer requirements. • Work with teams to design system specifications, facilitate development and testing support. • Ensured that the Service desk implemented and utilized the BMC Software's ITSM suite (based on the Remedy platform)• Ensure that the SLAs with customers are kept, that all incidents are managed appropriately, and customers are communicated to in a timely manner. • Led CCB, Disaster Recover Exercise (DRE) and assisted in overseeing SOX compliancy• Responsible for ensuring 24x7x365 support. • Work with various units to deploy systems and to transition work to operations groups for maintenance activities. Ensure that the infrastructure and applications are monitored for any potential faults. • Interface between the development team and the Operations Center to identify and implement monitors to ensure 99.99% uptime of the enterprise software applications. • Member of the Failure/Recovery team, CCB and Customer CAB: responsible for analysis and identification of all possible failure scenarios. • Responsible for team building, career path development, staff training, performance management and mentoring of staff. Review and evaluate quality of work performed by technical staff.• Participated in Agile projects (Scrum methodology)

Masters, Information Management

Bs, Psychology