Charles Tannenbaum Email & Phone Number

New Rochelle, New York, United States

* Oversee daily operations of Level 1 and Level 2 of the Technical Support team to provide high quality operational and service delivery support of Benchmark's digital product and resources. Responsible for driving superior customer support, adherence to policies, procedures, and best practice standards. * Responsible for day-to-day activities of support operations to ensure end users and districts receive the support they require.* Ensures tickets are addressed in a timely manner, work is completed per standard operating procedures and SLAs are met.* Ensure all processes, procedures, runbooks, and work instructions used by Tech Support are thoroughly documented, consistently audited, and regularly improved.* Be a point of escalation for the support team and customers; manage escalated issues to resolution.* Oversee Incident, Problem, and Request Fulfillment processes and workflows involving support functions and responsibilities.* Identify key technical strategies that add value and a quick, agile delivery for customers.* Be an internal advocate of the customer and bring the voice of the customer into the rest of the organization.* Collaborate closely with Product, Engineering, and Editorial/Content teams to deliver meaningful outcomes and increasing value to our clients.* Assess the technical needs of the team and/or customers.* Manage third-party vendor contacts and the escalation process to them for issues.* Manage the Tech Support and Level 2 support for external apps * Manage Level 1/2/3 support for all internal apps.

Putnam County, New York, United States

* Manage teams of 10-22 on- and off-shore IT professionals, ranging from application support technicians to DBAs to System Administrators, in support of several custom and COTS business applications. * Coordinate with other IT teams to build and maintain systems that are adequately provisioned to meet current and future business needs, and to troubleshoot complex issues.* Follow the ITIL framework standards for Incident, Problem, Change, Asset, and Application management when defining and executing support models.* Responsible for ensuring that the team meets and exceeds SLAs and OLAs, as defined by the business. These include Time to Respond, Time to Resolve, Accuracy of Estimates (for minor projects and enhancements), and Rework.* Consistently look for ways that the organization can shift support “left”, providing the knowledge and training to enable some issues to be resolved at the less costly Tier-1 or Tier-2 levels, before being escalated to Tier-3. * Work with all members of the team to understand their career goals, and then work closely with them to establish realistic plans to achieve these goals.* Worked with other stakeholders to establish a “Transition to Run” standard process, so that changes are agreed to by the CAB and members of the user community, as well as those teams that are responsible for supporting the change.* Set up and monitor system alerts to proactively warn of potential system health issues before users are impacted.* Collect and report on data related to team performance and user satisfaction with the resolution of reported incidents and service requests.* Work closely with software vendors to negotiate licensing and support terms.* Lead the team through annual Disaster Recovery and Business Continuity exercises.* Demonstrate a professional and respectful demeanor to all those with whom I interact, encouraging collaboration and mutually beneficial outcomes, while emphasizing a standard of continuous improvement.

White Plains, New York, United States

* Oversaw Business Development, Sales, Service Levels, Billing, Accounts Receivables, and Contract Negotiations of software company specializing in data quality solutions. Negotiated 100+ contracts, including licensing terms and pricing, with senior executives from Fortune 500 companies and government agencies. Closed company’s first $1 Million deal; increased annual sales volume by 300%, substantially boosting net profit margins and decreasing costs through smart planning.

Pleasantville, New York, United States

* Led 32-member Service Delivery and QA Testing teams through 12 releases of multi-protocol network management software using Agile & XP SDLC processes, resulting in 200% growth in sales revenue. Met regularly with end-users and closely monitored service metrics to foster a 60% increase in customer satisfaction. Initiated Agile/XP-based SDLC, which included an early-stage software testing program and peer review process, dramatically improving quality, increasing productivity, & reducing development and QA testing time.

Purchase, New York, United States

* Managed team of 8 engineers to analyze WAN and dial network performance metrics, reducing downtime by 25% and significantly improving overall network performance. Acted as key account liaison to America Online to successfully deliver Internet dial capacity during AOL’s shift from usage-based to flat-rate pricing. Project managed the deployment and monitoring of 40% of AOL’s dial capacity, while increasing overall dial capacity by 350%.

Lowell, Massachusetts, United States

* Managed $15 Million budget & team of 20 engineers to design, develop, and deploy server and network infrastructure for nationwide Internet dial service. Coordinated projects with internal departments and managed relationships with vendors. Met project goals of high availability of service, high volume, and low fault tolerance for initial capacity of 500,000 subscribers. Managed development of customized systems for content upload, news service, chat, and email.

White Plains, New York, United States

* Directed team of 20 to develop, integrate, and support Internet services for the launch and ongoing growth of IBM Global Network Internet dial and leased-line business. Provided tier-three 24/7 support for all Internet-based dial services. Designed and provided operations functions for Content Hosting business on the IBM Global Network. Managed group of 6 UNIX and PC specialists to provide hands-on network, workstation, and application support to more than 200 users on a multiple-platform, TCP/IP LAN/WAN.

Executive Mba, Business Administration And Management, General

Bachelor Of Science - Bs, Accounting And Computer Science

Certification Of Completion, Management

Certification Of Completion, Information Technology Project Management