Christopher Mouton Email & Phone Number

Round Rock, Texas, United States

Austin, Tx

In this position, I execute large, complex client engagements that identify, design, and implement creative business and technology solutions for multinational software and computer technology companies. I lead a global team of 60 on transformational technical support programs in the $10Ms on multiple product lines with revenue of $100M. I am responsible for the following: ◆ Interface with Senior Executives regarding Quality Product Reviews. ◆ Lead and develop KACE Technical Product Specialist team. ◆ Collaborate with globally dispersed Development and Project Managers to improve batch processes. ◆ Utilize strong technical knowledge, experience, and industry developments to identify, design, execute, maintain, and report strategic goals, metrics, and roadmap. ◆ Offer enterprise class phone and electronic support to internal professionals, service partners, and customers. ◆ Resolve escalated product and customer issues. I’ve been able to contribute the following during my tenure here:♦ Corporate Expansion: Instrumental in standing up Panama Support Center for 100. Collaborated with cross functional Infrastructure and Lab build out teams. Assisted in recruiting and onboarding 50 staff. ♦ Process /Product Improvements: Innovated strategic improvements to drastically reduce Customer Contact volume 40%.♦ Targeted Analytics: Use data analysis and trending to identify top customer Call Drivers. Recommend user friendly improvements to reduce customer support dependency to Product Management/Development Teams.♦ Tool Optimization: Collaborated with Global IT, Siebel Development, and Program Teams to identify process hurdles in standardizing One Service Request Tracking system. Devised and implemented successful plan to migrate Customer Relationship Management (CRM) tool to Siebel Tool.

Round Rock, Texas

In addition to performing the duties above, I . . .◆ Conducted and scheduled new hire interviews, onboarding, and performance evaluations.◆ Established headcount and volume forecasting with Capacity and Planning team.I am proud to have accomplished the following:♦ Merger Support: Served on $4B Product Merger and Acquisition Team. Ensured world class, worldwide support during KACE integration into Dell Software Group Tools, Processes, Business Controls, and ProSupport Contracts. Stood up Software Acquisition Support Team. Obtained KACE Certification. Identified customer’s most frequently used solutions and tailored implementation.♦ Cost Savings: Analyzed and targeted 30% deflection rate (DR: % of customers who abandon opening tickets due to finding KCS database solution). Populated Knowledge Transfer base with key Customer Self Help articles. Consistently reduced Customer Contact rate by 38-40% (from 14K to 9K contacts per quarter) and support costs by $140K/month.♦ Staff Initiatives: Organized Culture Representative and On the Spot Awards for 3,500 global Tech Support employees. Creatively mitigated customer wait times when facing staff shortages and high call volumes. Ordered free catered lunches so 1,100 employees could eat and quickly return to queues. Recruited and coordinated four enterprise support teams, including Dell's first software support team.♦ Customer Experience: Interviewed, stood up, and tasked Support staff with improving update process for customers with open tickets. Cooperated with Sr. Business Analyst to create baseline measure. Significantly lowered inbound call volume (30%) and support costs while boosting Customer Satisfaction.♦ Awards: Received three Significant Contributor Awards, one Platinum Award, and multiple Silver and Gold Awards for ability to apply real-time judgment, produce quality deliverables, and lead and respond to change.

Austin, Texas Area

I managed North American client escalations for this backup and service company. My responsibilities included:◆ Presenting prioritized, customer-reported defects for Development to resolve. ◆ Performing all administrative duties for five staff, including scheduling and conducting new hire interviews and evaluations. Highlights of my contributions in this role include:♦ Recruited: Hand selected to oversee Support Team of six during company acquisition due to prior success turning around ineffective technology operations and low staff morale and efficacy when recruited by Fourthstage.♦ Senior Staff Retention: Daily supervised and mentored five Senior Technical Support Engineers.♦ Corporate Relocation: Ensured uninterrupted customer support during 10 mile Support Facilities move.♦ Customer Satisfaction: Maintained over 90% customer satisfaction rate for resolved client escalations.♦ Service Agreement: Oversaw $10M Dell OEM (Original Equipment Manufacturers) support service contract.

Austin, Texas Area

• Recruited for high-profile position to overhaul ineffective technology operations and increase morale, productivity and employee effectiveness via strong leadership, and team building• Responsible for managing 24 hour support and monitoring of 1800+ client servers and/or networks in five data centers located nationwide • Led the migration from Bridge99 ticket tracking system to Remedy Ticket Tracking System• Collected and compiled data for the purpose of providing weekly trend analysis of client and internal network performance • Assisted in the evaluation and offered suggestions of network and server solutions based on the trend data• Managed five Internal Support staff, seventeen Data Center engineers, and eight NOCC personnel• Performed all administrative duties to include, scheduling, performance evaluations, interviewing for potential new hires, and maintained client contact list• Established Standard Operating Procedure for Network Operations Control Center• Initiated and maintained asset inventory upon completion of company merger

Global

• Managed and mentored Teams Computer Technicians and Administrators• Managed Training and Career development for entire team• Full responsibility for designing, planning and implementing networking solutions for multiple units• Relocated main networking facilities to new location with a user downtime of less than one hour• Setup network in deployed status at Marine Corps Base 29 Palms, California becoming the first Marine Aviation Unit to have real time database processing with a mainframe located in Marine Corps Air Station New River, North Carolina, utilizing wireless data technology• Managed Banyan Vines Mail system • Quality Assurance and Collateral Duty Inspector for Information Systems Department• Transitioned Banyan Vines Mail system to Microsoft Exchange• Managed Microsoft Exchange Mail system • Standardized workstation software • Managed the installation of fiber backbone for Marine Corps Air Station, Iwakuni, Japan• Deployed Mainframe systems and workstations to Saudi Arabia for Desert Shield/Storm