Daniel Mccusker Email & Phone Number

Durham, North Carolina, United States

Technical focal point providing guidance, expertise, mentorship, and escalation support to a team of four tier 3 Technical Support Engineers.

Raleigh, North Carolina, United States

Raleigh, North Carolina, United States

* Manage all personnel and day to day operations of the service and installation department** Hiring, Onboarding, Training, and Development of Technicians** Mentor technicians and coach them in defining goals for improvement and identify focus areas and opportunities for specialization** Manage the department schedule in a way that ensures that both the best technicians are assigned to jobs matching their individual strengths and customer’s needs and timelines are understood and… Show more * Manage all personnel and day to day operations of the service and installation department** Hiring, Onboarding, Training, and Development of Technicians** Mentor technicians and coach them in defining goals for improvement and identify focus areas and opportunities for specialization** Manage the department schedule in a way that ensures that both the best technicians are assigned to jobs matching their individual strengths and customer’s needs and timelines are understood and met** Develop and maintain department documentation, policy, and reporting. ** Meet with customers and help them devise plans to meet our Customer Scope of Work requirements prior to our arrival** Address and resolve on site issues and escalations efficiently * Assist salespeople in a technical solutions capacity** help build product confidence with technical expertise to secure and then install trial systems** directly support trial sites and solve problems to maximize conversions Show less

Raleigh-Durham, North Carolina Area

Cary, Nc

As a member of the Live QA Support Team I communicate closely with CS and the player base to reproduce and document issues found in the Live environment. Review all client and server crashes as well as server errors and warnings that occur in the live environment to ensure that critical issues are detected and resolved.

Raleigh, Nc

Install and setup Uverse internet service and equipment. Educate customers on Uverse service features and functionality.

Durham, Nc

Work closely with other team members and all branches of development to bring highest quality content to customers. Assist Team Lead with assigning tasks to other team members, "uptesting" live products, and helping other team members with difficult issues as needed.

Durham, Nc

Oversaw a team of 40 CSRs with 20 direct reports during a new product launch period. Trained new CSRs and monitored individual and group performance ensuring customers received the best support possible. Worked with a team of other leads to document and maintain a large scale online reference ensuring the support team always had the most up to date support policies and guidelines.

Provide direction and support for two existing teams of online customer service volunteers totaling over 200 members and supervised the creation of a third group coinciding with the product launch, The Secret World.

Worked with a large team to provide top level customer support both in and out of game environments.

Sales Associate specializing in electronics and accessories.

Information Systems

Engineering