Dave Arsene Email & Phone Number

Livermore, California, United States

• Leading a team of 13 technical support engineers responsible for assisting customers, ensuring prompt issue resolution, and maintaining a high level of customer satisfaction.• Developed and implemented support process and best practices resulting in a reduction in average response time and increase in customer satisfaction.• Conduct regular performance evaluations, coaching sessions, and training to enhance the skills and knowledge of the support team, leading to an improvement in resolution rates.• Collaborate with cross-functional teams, which includes Pre/Post sales and project management team to address and resolve recurring technical issues.• Streamlining customer support workflow and improving overall efficiency.• Manage escalated customer issues effectively, maintaining a resolution rate within SLA.

San Francisco Bay Area

• Provided expert-level technical support to the customers in a Global environment,demonstrating strong troubleshooting and problem-solving skills.• Assisted in development and maintenance of comprehensive knowledge base, reducingthe need for repetitive troubleshooting and improving self service support options.• Collaborated with product development teams to identify and report product defects andimprovements based on customer feedback.• Mentored junior support engineers, facilitating their growth and development with theteam.• Consistently exceeded individual performance targets, achieving a customersatisfaction.• Assisted new customers with migrating data from local servers to AODocs platformintegrated with Google Drive.• Assisted new and existing customers with G-Suite implementation, issues andconfigurations.• Worked with sales and presales team to assure the best possible customer engagementcontinuity, and developed trusted relationships with customer’s counterparts.

San Francisco Bay Area

• Provided Global support in a SaaS environment. • Enabled customers to sell travel products on the leading edge online travel platform and compete effectively in the OTA (online travel agent) world. • Managed and escalated customer’s issues through resolution. • Engaged with Support Management, Sales, Development, Product Management, Operations and other organizations in resolving issues to deliver customer satisfaction in a timely manner.• Improved procedures and provided expertise to resolve cases more efficiently, and reduced the percentage of case escalations to other departments. Reproduced bugs and escalated to the developers/application engineers using bug-tracking software

• Managed and lead day-to-day operation of the EMEA/LAT calls centers. • Hiring, training and managing support agents around the Globe. • Monitored monthly budgets for the assigned call centers. Provided technical guidance to the technical support team and provided support in various EMEA/LAT call centers. • Handled and resolved escalations directly from customers and from regional call centers. • Facilitated new product introduction and ensured that technical support teams are fully trained prior to product release. • Provided pre and post-sales support to both internal and external customers, ensuring communicated information is accurate and customer experience is positive. • Responsible for Monitoring and tracking of support queues to ensure pre-determined service levels are being met. • Administrated call center application suite, responsible for implementation and management of IVR flows, call queues, agent administration

• Performed Systems/Network administration and second level support in multi domain environment with over 1500 servers• Troubleshoot remote and onsite Servers, workstations/users, performed daily preventative maintenance, monitored server health.• Built new servers, migrated/upgraded current server’s hardware and operating system.• Upgraded disk space, RAM on production servers, RIB, ILO administration and patch management.

• Systems/network administration and provided support in multi domain environment. • Delivered second level onsite support for NT Servers and preventative maintenance. • Provided support via trouble ticketing and project work.• Racked new servers, tested configuration in the lab, evaluated new software. • Installed and maintained DLT tape drives/libraries.• Network monitoring using Compaq Insight Manager and Whatsup Gold.• Uninstalled, reinstalled various applications on servers.• Built and configured Cybex (Commander) and wiring utilizing CAT5.• Migrated servers from Token Ring to Ethernet, Upgraded Service Packs.