Dave Sunde Email & Phone Number

San Francisco Bay Area

• Designed and implemented a suite of web apps used internally to increase productivity, enhance reporting, and expand data analysis capabilities.• Identified key opportunities within existing apps and processes then communicated them to the leadership team and collaborated to devise improvements.• Worked with Angular, JavaScript, HTML, CSS, jQuery, and Google Apps Script.• Developed Chrome extension and RESTful web services to streamline the end user data submission process and increase productivity via integration with CRM app.• Authored comprehensive user facing documentation which led to rapid user onboarding of new apps.• Utilized integrated user feedback collection, error metrics, and user surveys to design new features and system optimizations.

San Francisco Bay Area

Tier 3 Chromecast Support at Google:• Established, documented, and trained agents on support processes for newly formed Tier 3 team.• Monitored team workload and provided coaching to ensure cases were resolved properly and within SLA, and that team CSAT scores were well above company set standards.• Worked closely with product and engineering teams to identify and track emerging product issues and help resolve emerging customer issues efficiently.

San Francisco Bay Area

Tier 3 Chrome OS Support at Google (Chrome Ninjas):• Worked closely with tier 3 support agents to identify, track, and report emerging issues to product & engineering teams.• Acted as the liaison with the Knowledge Management Team to communicate process changes and workflow updates plus assist with maintenance of knowledge base content.• Ensured team CSAT scores stayed well above company standards by coaching support agents about effective troubleshooting techniques, technical knowledge, and customer service best practices.• Helped identify, hire, and train ideal candidates as new support specialists.• Identified opportunities within tier 3 workflows then recommended and documented improvements.• Provided issue trend analysis on a daily basis and assisted with other reporting needs.

San Francisco Bay Area

Tier 3 Chrome OS Support at Google (Chrome Ninjas):• Provided white glove technical support for Chrome OS devices to large customer base via email, phone, and chat.• Applied knowledge of hardware, software, and network troubleshooting techniques to systematically isolate the root cause of issues that could not be resolved by standard tier 1 and tier 2 processes.• Analyzed system logs and user feedback to recreate and investigate complex technical issues.• Collaboratively tracked and escalated emerging issues and aided in the development of new troubleshooting procedures.• Worked with Knowledge Management Team as a technical writer to develop and maintain web content for an internal knowledge base and a customer facing help center.• Helped identify opportunities in tier 1 and tier 2 workflows and provided feedback to improve quality of service and customer experience.• Utilized extensive customer service experience to maintain personal CSAT score of 97% and personal call center QA score of 99%.

Geek Squad lead technical support agent responsible for performing customer service and sales, computer and mobile device diagnostics and setup, hardware and software repair, virus removal, and data backup services. Additional focus on tracking customer orders for timely resolution, resolving escalated repairs, peer training, ensuring compliance of data security procedures, and reviewing service order notes and paperwork.

Geek Squad services supervisor responsible for scheduling, sales strategy, employee development, brand engagement, and customer satisfaction. Supervised a team of 20 agents with a focus on high quality of service, customer data privacy and security, and celebration of Geek Squad culture. Collaborated with fellow supervisors and managers to resolve client issues and escalations in a timely manner.

Geek Squad technical support agent responsible for performing customer service and sales, computer and mobile device diagnostics and setup, hardware and software repair, virus removal, and data backup services.

Responsible for remote, on-site, and in house technical support of Modernization Workbench software and IIS. Tracked customer info and support tickets via Salesforce.com. Provided support and training to clients via phone, WebEx, and in person. Replicated and submitted bugs to development team then developed Perl & C++ based plug-ins to resolve immediate customer needs. Provided customer insight during product management meetings. Assisted QA by testing bug fixes using VMware then delivered patched product to clients.

Bachelor Of Science - Bs, Computer Science

Activities and Societies: UCLA Sailing Team, ACM, Delta Tau Delta

High School