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Actively seeking new leadership opportunity utilizing 20 years of experience in the field of technology managing problem management, change management, software development life cycle, and managing Tiers 2 & 3 Technical Support. I'm definitively a passionate individual who seeks challenges dealing with innovation and process improvements while providing excellent customer service.
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Escalation ManagerCornerstone Ondemand Sep 2018 - Apr 2020Santa Monica, CaliforniaProvided a point of leadership to the Executive team whilst supporting the Service Leadership team with active escalation management. -Raise internal awareness on issues having a major impact on the client’s business or on the business relationship between Cornerstone and the client -Develop and implement an escalation process & material -Created reporting metrics for management to show escalations and resolution -Implemented critical issue monitoring and communications execution (client and internal) -Build strong working relationships internally and with clients in order to discover root causes of complaints and escalations while achieving satisfactory resolutions -Active stakeholder on Change Approval Board with cross-functional teams to ensure positive client experience during software updates and datacenter maintenance -
Problem Manager, Problem Management Team LeadNcr Corporation 2014 - Nov 2017Westlake Village, CaManaged Problem Management for Software Support Teams (40+ Team Members), including Root Cause Analysis reporting and Best Practices training programs.- Reduced human errors by 60+%- Created real time reporting metrics for management to show incidents, and preventative actions- Coordinated with management on training and coaching opportunities- Tracked incidents and preventative actions with dues dates and trending- Worked with incident management teams and Development engineering to reduced release related and migration incidents by 25% -
Lead Software Support Engineer, BetaNcr Corporation 2005 - 2014Westlake Village, Ca- Actively involved in development and delivery of new product offerings focused on transforming online banking user experiences- Provide analysis, assessment and research to Product and Engineering departments in support of active and potential projects- Engage directly with clients and third party vendors to assess special requests and/or to advise on problem solutions- Implement process and tools to deliver correct services and support technologies that meet the needs of our employees, customers, and shareholders- Collaborate through cross functional teams and partnering to innovate viable solutions for both old and new challenges- Lead and train Technical Support engineers on product design, support, and use- Implement and support production beta site installations for new products, services, and feature sets
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Lead Software Support Engineer, ProductionDigital Insight 2003 - 2005Westlake Village, Ca- Responsible for managing critical customer escalated issues- Implemented processes and tools to increase cross department efficiencies- Provide advanced application and tools training seminars- Provide guidance, assistance, and support as a SME for fellow engineers and cross departments- Responsible for technical evaluation and consultation to projects submitted through SDLC process- Identified/Defined/Drove solutions for more than 4+ product application tools and enhancements, reducing customer escalated issues by 40% and improving overall efficiency by 80% in those areas -
Senior Software Support Engineer, ProductionDigital Insight 2002 - 2003Calabasas, Ca- Supervised Technical Help Desk; managing 8+ Tier 2 Level Engineers- Handled over 1200 escalations monthly while achieving over 95% service goals relating to accuracy and timeliness, promoting excellent customer service - Implemented training process, procedures and documentation, improving new employee efficiency- Implemented/defined corporate standard operating procedures (SOP’s) and documentation templates through cross department collaboration- Innovated and trained on technical problem resolution best practices
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Software Support Engineer, ProductionDigital Insight 1999 - 2002Calabasas, Ca- Primary responsibilities: resolve customer escalated issues, identify/document/correct application defects, manage and maintain M&I batch bill payment database - Established internal department workflows, increasing efficiency with resolving customer reported issues - Resolved over 80% of all customer escalated issues- Established internal, external, and after hours on-call support protocols and operating procedures
Dave Templin Skills
Dave Templin Education Details
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Mechanical Engineering
Frequently Asked Questions about Dave Templin
What is Dave Templin's role at the current company?
Dave Templin's current role is Seeking new leadership opportunity.
What is Dave Templin's email address?
Dave Templin's email address is dt****@****and.com
What is Dave Templin's direct phone number?
Dave Templin's direct phone number is +180565*****
What schools did Dave Templin attend?
Dave Templin attended Ventura College.
What skills is Dave Templin known for?
Dave Templin has skills like Problem Solving, Problem Management, Leadership, Strategic Analysis, Customer Relationships, Technical Support, Troubleshooting, Training, Software Releases, Product Testing/evaluation, Operations.
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1cliffsliving.com -
2windstream.net, carolina.rr.com9 +170423XXXXX
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Dave Templin
Certified Mental Performance Consultant, Cognitive Performance Specialist, Mental Skills Trainer And Team BuilderTacoma, Wa2unitedwoundhealing.com, gapsi.com -
Dave Templin
Orange County, Ca2pricespider.com, pricespider.com1 +194962XXXXX
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