Daniel Bickford Email & Phone Number

United States

Guide a professional team of subject matter experts to improve the support and product experience through product and process changes.

Leesburg, Florida, United States

Buy, maintain and sell residential property. Maintain multiple properties through vendor connections and knowledge of building systems and maintenance. I fix what I can fix and hire great vendors for what I can't. The key to success is working with the right people and engaging them at the right times .

Orlando, Florida, United States

• Build project status dashboards in Smartsheet using automated processes to reduce status readout production time, and ensure all team members are up to date• Coordinate global team to ensure projects are delivered on time and on budget

Orlando, Florida, United States

Analyze incoming support case volume and work with Product Management, Development, Support Leadership, IT and others to improve products, processes, and other customer interaction points to improve customer satisfaction, reduce support cases, and ultimately drive customer loyalty and revenue

Heathrow, Fl

Responsible for building out the knowledge experience process and methodology for all of Symantec. Drive significant change in process, behavior, metrics, and quality in the Symantec knowledge base. Built out training modules for nearly 3,000 support reps to prep for a major upgrade of the knowledge system and process.Built a culture of community, excellence, and sharing among the more than 40 groups in enterprise support.

Heathrow, Fl

• Designed significant improvements for customer installation and support experience on approximately 200 products, and 1,800 support agents in the Symantec portfolio using Kaizen Principles of Continuous Improvement• Created repeatable analysis and reporting processes to accurately describe issues and collaborate with engineering • Developed end-to-end program for connecting customers to solutions directly through error messages, reducing case volumes and shortening resolution time on documented issues, saving Symantec nearly $10 million per month in Technical Support costs• Engaged cross-functional teams: Engineering, Business Development, Technical Support, Marketing, Partner Management, Product Management, and Sales for over a dozen product releases per year meeting the requirements of partners and customers• Reviewed contracts for technical support partner engagements and OEM agreements• Engaged end users via social media, forums, email, and phone for product and process feedback to fortify continuous improvements

Use analytic tools to do pareto analysis of case generators into tech supportInterface with engineering teams to explain the analysis and advise on solutionsCoordinate internal usability studies to improve user designSuccessfully implemented direct error message to knowledge base linkage to help customers and reduce case volume

Provided top notch technical support to enable customers to successfully implement, use, and troubleshoot Backup Exec for Windows Servers. Specialized in supporting Lotus Notes/Domino, Oracle, MS SQL, and Exchange servers.My specialty was dealing with particularly difficult or irritated customers as I was able to help calm them down and get them back on track with resolving their issue.