● Developed the entire Service Department from ground zero including a web-based ticket submission system, a phone reception service system, and implementation of a CRM Salesforce Service module.● Face of the company for post-installation assistance handling all customer interactions for existing systems.● Key contributor in company changeover to SaaS model.● Central role in developing customer Service Level Agreements.● Designed and developed a Customer System Audit program. Ensuring hardware is functioning at peak levels and software is up-to-date to minimize system downtime.● Developed key performance indicators for the Service department including Initial Response Time, Average Resolution Time, Top Topics, Total Tickets, Tickets by Medium, and many more.● Created Preventative Maintenance Checks and Services procedures and documentation. Allowing customers to perform routine maintenance to limit system downtime.● Developed performance goals for the Service department to increase customer satisfaction, improve net promoter scores, and reduce customer wait times.● Generated weekly reports and presentations to senior management covering all aspects of the Service department.● Provide online and telephone support administering quality troubleshooting with patient step-by-step instructions to resolve customer technical issues.● Coordinated and monitored services to ensure customer satisfaction and maintain relationships.● Ensured service requests from all channels were tracked within Salesforce.● Trained members of the Integration team on service procedures.● Performed field service calls to resolve customer issues in an efficient cost-effective manner.

Strong Technical Support Team Leader offers a wealth of technical knowledge and the ability to lead a technical support team. Professional possesses extensive knowledge and keeps constantly updated on changes in the field to remain current. Experienced Applications Engineer possesses excellent leadership skills and a highly analytical focus. Sound communication skills and good ability to multitask allow for skilled delivery of software solutions. Offers nearly nine years of experience in Application Engineering and technical support experience. Known for ability to communicate technical information, both written and verbal effectively. Fostered healthy working relationship with customers and prospects to ensure their application requirements were fulfilled effectively.I’m always open to new opportunities in Application and Pre-sales Engineering. If you want to chat about building an outstanding team, or improving your current team please contact me.

• Led team providing online and telephone support to customers experiencing technical issues. • Provided quality troubleshooting with patient step-by-step instructions to resolve problems. • Monitored technical team calls to ensure maintenance of technical skills and good customer service. • Tracked and logged all calls for each shift. • Identified problem areas and implemented all necessary training. • Supervised a team of application engineers in their daily activities • Collaborated with other departmental leaders • Exceeded the team performance goals by 5-10% • Ensured team members adhered to company practices and procedures

• Increased customer satisfaction with technical solutions and interpersonal management skills • Worked with Sales Team members to gather customer and prospect requirements • Developed a product demonstration that showcases how the software will benefit them and meet their requirements. • Performed training classes for the customers employees to get them up to speed with all the software functionality after purchase. • Utilized tools such as SalesForce to track the customer support engagement, satisfaction, and close rates. • Provided sales support by troubleshooting new installation issues, developing new product specifications, and meeting customer needs with product and documentation • Staffed trade shows across North America to increase leads and awareness of our products. • Specified configured and designed software to meet customer’s process and instrumentation requirements • Served as a technical resource for our sales marketing and design engineering teams by providing them with application technical and market needs for future developments

• Adjusted machine controls and changed tool settings in order to keep dimensions within specified tolerances • Studied blueprints, layouts or charts and job orders for information on specifications to determine material requirements and operational sequences • Performed mechanical drawing and design of complex fixtures and special machine • Give feedback on creating optimal processes to make the products better with less cost and increased productivity • Read blueprints and make offsets when needed • Inspect sample work-pieces to verify conformance with specifications using instruments including micrometers, calipers, and height gauges. • Designed complex Gauges and Fixtures utilizing solid modeling and surface creation software such as Unigraphics NX, AutoCad Mechanical Desktop, AutoSurf/AutoMill, and Solutions 3000 • Created quality multi axis NC programs using various CAD/CAM packages including WorkNC, AutoSurf/AutoMill, and Solutions 3000.