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.

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.

• 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.

• 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.