David Medina Email & Phone Number

Santa Barbara, Ca, Us

Santa Barbara, Ca, Us

Santa Barbara, Ca, Us

• Planned, designed, and operationalized Paid Support tiers for LogicMonitor resulting in +$2 Million in new ARR within 1st year of Sales• Created Marketing and Sales Enablement collateral for new Professional Services and Support products contributing to regular attach rates of over 58% of new business deals quarter over quarter• Developed a 100+ point product Health Check as an additional service to be included within Paid Support tiers, as well as utilized as a churn mitigation tool for Customer Success and Professional Services teams• Grew Paid Support customer base to over 100 customers while maintaining 63% profit margin, +97% CSAT, and 100% retention of all Paid Support customers in year 2• Identified areas of improvement in Professional Services delivery and led internal initiatives to automate foundational implementation tasks to decrease customer Time to Value and improve Project Efficiency• Restructured and wrote new Statements of Work (SOWs) for core Professional Services products (70% of all PS deals) based on customer and sales feedback to improve clarity and provide additional value• Operationalized new APAC region of Professional Services and Support engineers to address customer growth in APAC region and provide additional engineering capacity after hours for US projects• Directly managed group of Solutions Architects resulting in +80% increase in scoping hours, +43% in Scoped SOW Bookings, and contributing to +55% of the total amount of PS Bookings within the first year of being part of the Professional Services team

Santa Barbara, Ca, Us

• Led a group of 40 Technical Support Engineers across 3 regions to provide 24x7 Support coverage while maintaining an average of 98% CSAT globally• Developed and maintained Support KPIs which were utilized to drive business decisions and improve efficiency• Established an internal Knowledge Base for LogicMonitor Organization consisting of over 200 unique articles• Implemented a departmental Product Release Review process which would ensure Support agents stayed proficient on new features and bug fixes• Created new hire training program utilized by Support, Professional Services, and Sales Engineering teams to build foundational product knowledge needed for their roles• Deployed a QA process for Support department to measure performance, ensure high quality service, identify gaps in knowledge, and improve efficiency• Worked with Product and Development teams to drive new features into the LogicMonitor platform based on customer and internal feedback• Identified and implemented new processes for escalation to cross functional teams to include Customer Success, Development, Professional Services, Marketing, and Technical Operations• Planned, designed, and implemented Status Page to communicate Service Disruptions to LogicMonitor customer base

Santa Barbara, Ca, Us

• Defined clear performance objectives, created career maps, and nurtured professional development opportunities for direct reports• Defined, reported, and disseminated KPIs providing organization wide visibility into activities, productivity, and efficiency of Support department• Managed team towards defined KPIs (CSAT, Abandonment Rates, First Response Times, Average Case Load etc.)• Managed customer escalations received from Technical Support, Sales, and Customer Success teams• Communicated product releases and Root Cause Analysis (RCAs) reports to LogicMonitor customer base• Provided feedback and recommendations to Product team to systematize product troubleshooting process for both Technical Support Engineers and customers• Implemented Subject Matter Expert program within Support department to Increase team effectiveness and capabilities, resulting in over 20 Subject Matter Experts in varying technologies• Tracked and developed skill gap training based on case escalation and case resolution speeds

Santa Barbara, Ca, Us

• Provide technical support for cases created by LogicMonitor customers via inbound support channels (Chat, Ticket, Phone)• Owned assigned incoming support tickets from receipt to 100% resolution (which includes proper escalation and customer interaction feedback) with adherence to defined Service Level Agreements (SLAs)• Accurately prioritized and organized client issues as well as assigned projects• Served as liaison between client and internal development for all escalated product related issues, including product enhancements, bug resolution and overall product education• Acted as Support Subject Matter Expert on LogicMonitor Integrations which included ServiceNow, ConnectWise, and PagerDuty• Averaged 42 cases per week compared to team average of 29 per week

• Provided onsite technical support, training, and guidance in the use and implementation of the Air Defense Systems Integrator (ADSI) product• Provided help desk support to global users via phone and email with issues regarding hardware, software, and network connectivity• Tested new hardware and software versions according to System Checkout Test Procedures (SCOTP) prior to customer delivery• Escalated software bugs to Software Development team and initiated Return Merchandise Authorizations (RMAs) for hardware replacements utilizing Serena Business Mashups software• Provided monthly status report to leadership team on call statuses and open development escalations• Acted as a Systems Administrator for 6 months on 18 ADSI systems while deployed to Combined Air Operations Center (CAOC) in Al Udied Air Base in Doha, Qatar• Created Virtual Machines for training and demonstrations, enabling laptops to emulate corporate systems• Developed test procedures to included structure design drawings, flow patterns, and step-by-step instructions for use with testing tools, resulting in passing rigorous government acceptance tests for the Tactical Airborne Command, Control and Communications (C3) pod (TACPOD) system

Washington, Dc, Us

Provided Multi-Tactical Data Link operations support for the Southern California and Hawaii regions. Conducted training to division team members to prepare them for advancement opportunities and to keep them proficient on systems equipment. Supervised teams of 3 – 8 personnel.• Provided technical support to multiple military units with network connectivity issues during exercise scenarios, successfully completing 5 large Joint exercises.• Developed training slides on data link concepts and operations, delivered quarterly training, and provided hands-on instruction responsible for qualifying 27 personnel for promotion.• Tactical Data Links utilized included: Link 16, Link 11, 3011A, 3011B, 3011C, AIS.

Norfolk, Va, Us

Responsible for establishing and maintaining an accurate tactical picture. Conducted training exercises in order to qualify and maintain proficiency of combat systems equipment, and combat readiness. Supervised a rotating watch team of 3-4 personnel.

Bachelor Of Science (B.S.), Information Technology

Education record

Education record

Education record

Education record

Education record

Education record