Christopher Wooldridge Email & Phone Number

Rochester, New York Metropolitan Area

Rochester, New York Metropolitan Area

Managed the internal IT Help Desk team that provided desktop and application support to 500+ end-users. Responsible for ensuring prompt delivery and procurement of technical assets, including hardware, software, and access privileges based on staffing needs of the business. Oversaw the implementation and maintenance of the company's IT infrastructure, ensuring the smooth and effective operation of software, hardware, and network technology.● Acted as a mediator and project lead for multiple ongoing IT improvement projects involving several vendors and service providers.● Coached and mentored IT personnel on knowledge documentation and management best practices.● Integrated and automated the IT department's current Service Level Agreement policies in thecompany service desk management software (ZenDesk) to bring awareness to service desk operational performance and promote faster support resolution times.

Rochester, New York Metropolitan Area

Hired as a Technical Support Expert I working on various technology products and solutions for this industry-leading provider of data backup and recovery services. A little over one year later promoted to supervisory role as VIP Support Supervisor. Four months later, promoted to more senior role as Elevated Support Manager—holding the title for four years. Named Senior Elevated Support Manager in October 2022 in recognition of efforts on the integration of Datto and Kaseya.CORE RESPONSIBILITIES AND ACHIEVEMENTS: Manage a team of approximately 40 employees, including three supervisors and 37 engineers) responsible for Tier-2 technical support as well as disaster recovery support 24/7/365 for the Company’s BCDR solution.● Served as a member of the Disaster Recovery Response Team responsible for coordinating assistance to customers across the globe impacted by major disasters, including assisting with fifteen hurricanes from 2018-2021, eight tornado and major storms, and various wildfire events like the Australian wildfires of 2019/20.● Developed and deployed internal interview and hiring process to allow Level-1 support staff to be promoted to Level-2 support. Promoted an average of 4-6 Level-2 engineers annually to other key departments within the company.● Selected by high-level management to assist with strategizing a plan of redress associated with the relaunch of a previously underperforming product. Recruited a specialized support team and developed additional incremental training on new product features and enhancements. Reduced overall support incident count for the product by over 50%.● Developed a knowledge transfer methodology for subject matter experts to mentor less-tenured team members within Support. The result was improved technical troubleshooting proficiency among front-line staff, reducing ticket escalation to higher-level support by 20%. Mitigated the risk of lost knowledge and workflows.

Rochester, New York Metropolitan Area

Promoted to position overseeing VIP Support Group servicing Datto customers that represent recurring revenue of $20K or more per month. Core responsibilities included providing dedicated support. Monitored and evaluated employees based on Key performance metrics and customer satisfaction scores. ● Provided Thought Leadership in strategizing additional ways to differentiate and add value to the VIP program.● Program innovation. Worked with other members of the VIP Support leadership team to develop programs that improved the overall customer experience, including training and education initiatives, hands-on troubleshooting, facilitation and support of disaster recovery testing, and assistance with implementations and field upgrades.● Played a lead role in creating a proactive monitoring program to screen for alerts or issues and, if found, provide proactive engagement of the VIP Support Team—efforts that improved customer satisfaction by 8% and customer effort scores by 5%.

Rochester, Ny

Enterprise Technical Support expert for the company’s flagship backup solution and its customers for technical issues, troubleshooting, incident management and resolution efforts.

Rochester, New York Metropolitan Area

Supervised a team of three during the overnight hours in support of IT-related processes during non-business hours. Scheduled regular coaching meetings with assigned employees for feedback on job performance, project work and other assigned tasks. Provided advice and ideas using company materials as well as personal experience effort to help employees make sound decisions on their own performance, goals and career path within the company.Monitored and acquired team metrics using various tools and reports to evaluate and make sound decisions on how to handle the team's day-to-day operations, provide better performance to the organization as well as provide better service to internal and external customers.Conducted interviews and identified qualified candidates that would best fit the requirements of the job as well as the culture of the organization; hired new employees for the team.Provided excellent written communications on any major incidents that may have impacted the business and provided timely updates on the status of each incident until successfully resolved. Collaborated with management in other departments inside and outside of IT to identify pain points and areas where the overnight team could assist and provide additional support to ensure 24/7 support and restoration of service.

Rochester, New York Metropolitan Area

Served as the company's primary IT support and supported the various IT departments during the overnight hours. Played an essential role during software code deployments by assisting software release personnel with technical issues that might occur. Conducted testing of updated applications to ensure proper functionality and overall health of the application. Worked on any backlog of support tickets from day-shift support teams to meet service level agreement obligations to field and business unit customers. Successfully on-boarded and trained new team members on all aspects of the position's responsibilities and acted as a team lead to the overnight support team. Collaborated with Overnight Manager and assisted with day-to-day responsibilities. Assumed the role as team supervisor in the absence of the team manager.Effectively used the company's technology knowledge base and personal skill set to assist 3rd-level IT departments in various capacities to effectively resolve problems with the company's applications, database, and computer hardware systems. Played a lead role in the development of new projects for the Overnight Support Team as well as the IT support department as a whole.Nominated for Paychex IT Rookie of the Year.

Rochester, New York Metropolitan Area

Syracuse, New York, United States

Fort Drum, Ny

Assigned to military security and investigative duties in the U.S., Afghanistan and Iraq. Reviewed and evaluated on-going investigations, monitored all open cases and prioritized projects. Worked cooperatively with law enforcement agencies in multi-discipline and jurisdictional situations. Established excellent public relations on and off base. Developed and maintained administrative paperwork, including personnel and project files. Scheduled and supervised staff of six in maintaining and securing equipment and facilities. Assisted in the professional development of staff through training, coaching, counseling and evaluations. Served as a member of the Non-Commissioned Officer Board in interviewing and selecting soldiers to be moved into supervisory roles. Career Highpoint: Led and supervised safety and security measures alongside with Secret Service during visitation of The President of the United States in 2002 at Fort Drum, NY. Acted as Team Lead in Mosul, Iraq, during 2003-2004 deployment.

Associate Of Science - As, Business Administration And Management, General

Associate Of Science - As, Computer Systems Networking And Telecommunications, 4.0