As a highly experienced Technical and Customer Support Manager with over 15 years of experience, I specialize in leading and improving support teams, driving quick resolution of customer issues, and implementing new technologies for enhanced performance. My ability to manage and train technical support staff, develop and implement support policies and procedures, and build strong internal and external relationships have been key to my success. My track record of delivering excellent customer service and my commitment to business growth are evident in my leadership skills and communication abilities. My passion for delivering high-quality support and my expertise in driving team performance have been instrumental in ensuring a positive customer experience. I am a results-driven leader who excels at building and leading high-performing support teams, while continuously seeking new ways to improve and drive business growth. Key achievements include:Key achievements include:• Led a 2nd shift team of 10-12 support engineers to provide customer service and support to external clients and field sales teams worldwide.• Led and oversaw the operations of a geographically dispersed tier 2 support team, providing technical expertise and guidance to over 1,200 active external clients, resolving a high volume of support and systems issues with efficiency and effectiveness.• Reduced resolution times for customers by working to shorten Mean Time To Resolve (MTTR) and responding to customer requests, resolving up to 25 cases per Support Engineer per month, resulting in an average utilization and billable time of 75%.• Led efforts to improve SLA from 85% to 90% and increase customer satisfaction as reflected in survey responses from 90% to 95%.
Listed skills include Dns, Virtualization, Networking, Cloud Computing, and 29 others.
