David M. South Email & Phone Number

Reporting directly to the Chief Services Officer I have the privilege of leading and mentoring a high performing, multi-product, international support team of 3 team leads and 10 specialistsResponsible for continued development of support specialists focused on client satisfaction, response accuracy, and providing individualized serviceOptimize support efficiency through continuous evolving KPIs, living documentation, and a focus on redefining success in a support role beyond CSAT evaluationAs a senior leader work cross functionally with Product, Engineering, and Client Success teams to exceed the needs of a diverse multi-national client baseDeliver enhanced technical training and skill growth for tier 2 and 3 support specialists

Implemented Customer Satisfaction rating scores resulting in a first year CSAT benchmark of 86%Reduced time to close by 3 business days by introducing automation to alert Support team members of overdue client responses and upcoming response SLAsHired, supervised, and trained a world-class team of 7 Product Support SpecialistsLaunched inaugural Service Level tracking to identify gaps in individual acknowledgement time, resolution time, and escalation trackingUsed deep understanding of information systems to consult on technical integrations to connect products to third party client systems including IdP systems, EMS, 25Live, and several payment gateway systems

Los Angeles, California, United States

Los Angeles, California, United States

Provided excellent support to over 240 CampusGroups clients by delivering issue resolutions with accuracy, empathy and demonstrated mastery of company productsServed as interim manager, providing mentorship and leadership to Product Support teamRepresented Support in leadership and strategy planning Led the restructuring of the Support team ensuring unit goals matched company objectivesWrote advanced troubleshooting and investigation guides for support team resulting in 40% of technical issues being resolved by first line support

Los Angeles, California, United States

Support and advance the University Library’s core operations system – the Integrated Library System (ILS). Implement and train staff in the use of new ILS features. Support integration and enhancement of other Library and University systems with the ILS. Serve as Liaison to University IT for all Library technology. Supervise staff supporting systems initiatives and projects. Contribute insights and knowledge to the User Experience and Digital Initiatives (UX/DI) team - Completed a project to align University ID numbers with ILS patron barcodes allowing for easy alignment of student, staff, and faculty library users with other University data systems - Launched the initiation and planning phases for migration to a new ILS. Created a brief user experience and requirements gathering questionnaire to gauge staff use and opinions of current ILS. Created a ranked matrix of questions for potential vendors. Partnered with leadership staff to identify core needs. - Supervision of three projects assigned to student employees. Creation of Technical Literacy training and advocacy. Review of Library systems for accessibility, equitability, and inclusion. Formal documentation on ILS user functions.

Rochester, New York Area

Steer a team of up to 3 in the planning, configuration, documentation, and provisioning of technical support for the student activities management systems and website. Define user policies and procedures. Create and facilitate technical training. Optimize processes and workflows. Investigate and integrate new technologies. Generate on-demand reporting with meaningful insights.- Credited with PMO team only using 60% of allocated budget on new Student Organization Platform implementation due to my role leading the team.- Led vendor selection and migration of data, functional build, and end point testing of a new Student Organization System.-- Aligned system and stakeholder requirements, delivering increased stability and student/staff satisfaction.- Enhanced data transparency and accuracy of metrics on student co-curricular involvement with standardized demographic information.- Enabled the comparison of YoY data for decision-making.- Gained buy-in on the addition of 2 student staff positions to assist in the maintenance and update of Student Organization websites and technology resources.- Realigned website using an iterative process of small updates to meet brand and accessibility guidelines.

Pomona, Ca

Managed the integration, implementation, and maintenance of library software and systems to provide user services and enhance staff productivity. Provided technical expertise in the analysis of IT infrastructure needs. Developed technology policies and plans. Supported ILLiad, Symphony ILS, and EzProxy. Reported on system use.- Cut support tickets and calls 80% through the development of 3 comprehensive training classes to educate staff with basic computer use, security, and issue troubleshooting. Increased library computer usage 30%.- Overhauled the library’s website resulting in a boost to traffic of 23% in Y2 and an additional 20% in Y4.-- Chaired the website committee to gather requirements and translate them to specifications.-- Post-launch feedback showed 88% of users favored the changes.- Reduced vendor payment processing time from 2 weeks to 3 days with the deployment of Coral, an electronic records management system. Installed Ubuntu, Nginx, MySQL, and PHP to power it. Wrote 40+ use cases.- Decreased time needed to implement a system upgrade 50% by writing an implementation plan to document a repeatable 4-hour process covering backup, package download, install, end-user testing, and issue reporting.-- Staff satisfaction increased with less downtime, and the ability to manually process transactions.

Pomona, California

Installed, maintained, and supported technology-enhanced classrooms, including audio, video, computers, communication equipment, and other devices. Provided first- and second-level support. Administered training and operations assistance to faculty, staff, and student users. Reported on equipment use and lifespan.- Created 100 classroom recordings prior to Echo 360 implementation using screen capture and video editing to pair lecture audio with PowerPoint presentations, exporting it an mp4 file for student search and download.- Project managed the migration of 312 web pages into a newly installed content management system (CMS).

Ontario And Rialto California

Provided tier 1 and tier 2 IT support to import warehouse and distribution logistics centers. Collected and analyzed system data to troubleshoot application and systems issues. Created solutions to meet business needs. Documented details outlining problems, status of service requests, and resolution. Responsible for set-up, upgrade, and preventative maintenance of all logistics systems. Participated in quarterly/annual inspections and audits.- Architected a barcode tagging system 1 month ahead of schedule to inventory hardware slated for decommission or transfer. Leveraged previous warehouse experience to pallet, secure, and stage items.-- Recognized with a “Speed is Life” Award for District 200.- Configured and deployed 36 order pickers with voice technology on-time while training 60 team members.-- Designed “Quick Cards” outlining the most common commands (of 100) for team members to carry.

Ontario, California

Owned the execution of inventory plans within a distribution center. Identified opportunities for process improvement through business analysis, presenting solutions. Facilitated training across the function to share best practices. Served on the Audit Team, Safety Team, and Emergency Response Team to support operational excellence.- Accelerated off-loading of bicycles from 50/hour to 340/hour by co-developing a clamp, extract, and shrink wrap process with technical specifications related to clamp pressure and twisting rope technique.- Established new standard of loss at <10% for heavy, fragile items with the creation of new inbound workflows, gaining adoption company-wide.- Boosted the number of completed quality inspections per shift by 20% with an optimized “pick route”.- Trained 200+ Associates across distribution in safety and the proper use of equipment for inbound operations.

Master’S Degree, Information Systems - Information Systems Management

Bachelor Of Arts (B.A.), Web Page, Digital/Multimedia And Information Resources Design