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.

• 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.

• 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.
• 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

• 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.

Masters, Information Management

Bs, Psychology