David Schexnayder Email & Phone Number

Covington, La, Us

Senior Support Manager – In addition to the responsibilities listed below for the Client Support Services Managers position, I have the direct supervision of additional Customer Support Technology Analysts supporting 2 additional 3M HIS Products.Develop team and individual measurable goals which are evaluated monthly. Develop strategic plan to increase customer satisfaction and increase customer reference base. Work closely with Corporate Security and Risk Department on any HIS Security or Risk issues reported by Customer Service Support or our customers.Develop Service Level Objectives between Customer Support Services, Escalations, and our Development Teams.Create action plans with Sales and Customer Success Executives on customer escalated issues/concerns.Represent Customer Support Services on the New Product Acceleration team to provide support related guidance and direction for new products under development. Work with Implementation and Training teams to develop support perspective training on new products by including Technology Analysts into the beta implementation processes.

Direct Supervision of 21 Customer Support Technical Analysts. Assess and manage the mechanisms for providing technical customer support to 3M HIS clients. Make recommendations for changes in processes, procedures and systems. Implement changes as approved or as required.Analyze recurring and ad hoc reports, as necessary, to assess the quantity and quality of client support.Conduct regular technical reviews of support provided. Analyze data gathered through customer feedback mechanisms and work toward the continual improvement of customer satisfaction.Create long-term strategies for the maintenance and growth of Client Support department. Make budgetary and personnel recommendations. Oversee the training and development of all technical support staff in the areas of technical and customer service training.Serve as final escalation point in the resolution of non-routine or complex software problems. Ensure consistent management of all escalated client issues. Manage Client Operations Meetings for assigned clients. Work closely with Development Department on software releases and updates.Provides direct supervision to assigned employees through leadership, coaching, training and development, allocating work assignments, review of progress in achieving objectives, managing employee compensation, performance appraisals, diversity, disability, all relevant employee data, etc. Understand and enforce corporate/location policies and procedures. Takes appropriate action to address policy violations.Manage workforce vendors and contracts.

Westbrook, Maine, Us

Direct Supervision of Field based Technical and Training Support Reps.Ride with Field reps to provide training and individual development. Responsible for site visit elevations, resolution and follow up. Support and guide representatives through organizing travel to customers, helping to resolve issues, and the appropriate and timely reporting of site visits. Report and review data necessary to monitor team efficiency. Provide timely and consistent feedback to representatives regarding performance toward goals. Work closely with Sales and Implementation teams to coordinate cross Line of Business installations and training. Facilitate relationship between Field reps and the local Sales force. Facilitate gathering of feedback related to potential improvements to processes, quality customer service, and product innovations and promotions. Work closely with the sales force to ensure customer’s training and technical support needs are being met. Coordinate field response to customer needs Work closely with team trainers to ensure Field reps have the proper training and skills to fully execute their role and coordinate new product training for Reps. Work with the Lines of Business and Customer Support to provide field feedback for continuous product and service improvement. Responsible for assessment of individual Rep’s skill levels and creation of individual development plans with each rep. Ensure implementation of new hire and continuing education programs. Responsible for maintaining staffing levels within assigned team by recruitment, interviewing, and hiring employees.

Covington, Louisiana, Us

Operations Coordinator – Single point of contact for customers. Manage day to day operations and respond to customers needs, inquiries, and project status updates. Meet with customers to determine their needs for installations, troubleshooting, and equipment procurement. Develop project plans per customers specifications and goals. Coordinate projects with customer, Computer Network Consultants technicians, and any needed outside vendors. Schedule and dispatch field service. Ensure timely delivery of services, equipment, and implementations. Develop processes and procedures for Service Delivery and Managed Services business. Maintain high level of customer satisfaction and customer retention by meeting with customers and determining their current and future business needs.

Manage 25 to 30 Client Services Reps, Technical Assignment Group personnel to ensure service delivery for computer/server/printer repairs are completed within assigned customer SLA's. Meet with potential new customers to begin the on-boarding process and work with sales to explore new opportunities.

Determine small business needs, recommend hardware and softwarre as determined by needs analysis. Implement computer systems upon acquisition. Maintain and support systems ongoing for client.

Direct Customer Care Managers as one point of contact for customer issues. Resolve customer issues by detailed research and appropriating the necessary internal resources. Responsible for resolution, updates, tracking of issues, and customer communications. Verify customer bills; help negotiate contracts, contract renewals, and ensure that contractual SLAs are met and maintained.

Direct Project Managers and their teams on new customer implementations. Manage product implementation schedules to ensure project budget and timelines are met. Hire and build a cohesive team. Set training schedule and evaluate team members. Work closely with Sales, Development, and Product Support to address any product issues and ensure a smooth implementation. Work with Field Services to ensure a smooth handoff of support after successful implementation. Set and revise policies and procedures for Implementation Team. Ensure policies and procedures are followed and all documentation is complete and up to date.

Manage IT Technicians in a 3 state area. Maintain high level of customer satisfaction and address customer issues. Maintain customer equipment, maintenance agreements, and manage P&L for assigned region. Hire, train, coach, and evaluate team members.

Single point of contact for customers day-to-day issues concerning services provided by Marconi. Meet with the customers on weekly or bi weekly schedule via conference call or on customer premises.Schedule quarterly customer meetings in conjunction with Marconi’s Business Development Department. Facilitate project review meetings to ensure customer needs are being met by service delivery. Address all service level issues with customer and Business Development Department. Negotiate contract, amendments, and ensure contractual agreements are met.

Manage IT employees and 5 Data Centers. Hire, coach, and evaluate all team members. Manage all aspects of datacenters containing mainframe systems, mid-range systems, client/server systems, Local Area Networks, and Wide Area Networks, which includes application development, operations, procurement, support, help desk, and maintenance contracts. Work with internal Marconi resources on new implementations, and Account Managers to ensure contractual agreements are met.

Several job titles held from Mainframe Computer Operator, Technology Analyst, Network Analyst III.