David Bast Email & Phone Number

Los Angeles, California, United States

‣ Reporting to the CTO, overseeing the global technical support team's 24/7/365 service for an international customer base‣ Maintain and improve key support metrics including CSAT, SLA adherence, cost per ticket, and time to resolution‣ Integrated Sustaining Engineering into Support’s reporting structure, bridging gaps between Technical Support, Product Management, and Software Engineering‣ Led company-wide initiative sponsored by CEO to align, commit, and operationalize new client tier framework‣ Founded OKR Champions team to promote adoption of OKR methodology, instill best practices, and drive accountability throughout R&D organization‣ Planned and led regional onsite events for US and India teams, enhancing team cohesion and collaboration

Los Angeles, California, United States

‣ Responsible for strategic oversight, growth, and general success of global support team, offering 24/7/365 service to an international customer base‣ Successfully scaled global team from 8 to 20 fully remote Support Engineers operating from the US and India‣ Defined Support KPIs and established comprehensive reporting systems to effectively track team and individual performance‣ Implemented tiered support model with tailored SLAs to fit customer needs‣ Established a three-shift on-call rotation and weekend work model to meet the growing business demands while also enhancing the team's work-life balance‣ Improved CSAT positivity from 68% to 98% within one year through implementation of OKRs and fostering a culture of continuous improvement

Los Angeles, California, United States

‣ Oversaw team of 8 Support Engineers operating remotely from the US‣ Spearheaded a collaborative initiative with Engineering, Product, Cloud Ops, and Customer Success to revamp escalation and incident response procedures‣ Created technical onboarding plan to optimize new hire ramp-up and experience‣ Successfully integrated tooling and systems (Salesforce, Zendesk, Jira, Rootly) to streamline support workflows and increase operational efficiency

San Francisco Bay Area

Promoted to Technical Support Manager to lead team of 12 Network Support Engineers. Responsible for overseeing and ensuring the team's day-to-day success, including:‣ Facilitating team’s ability to work all cases through successful resolution‣ Team resource for technically complex cases and challenging customer interactions‣ Escalation point for customers‣ Creation and ongoing improvement of reporting tools that measure team strengths and weaknesses‣ Provide coaching and guidance to team members towards individual career goals‣ Formal performance reviews of team members‣ Championing of department initiatives and workflow changes‣ Revamping of department procedures and change management of documentation‣ Leading team meetings to discuss department initiatives and to encourage team dialogue‣ Management of team schedule for optimal staffing‣ Organizing team building activities‣ Behavioral and technical interviewing of Network Support Engineer candidates‣ Attending on-campus career fairs and holding info sessions for recruitment purposes

San Francisco Bay Area

Provided technical support to customers for Meraki’s entire product portfolio, including switches, routers, and wireless access points. Promoted to high-touch support team dedicated to Meraki’s largest and most critical customer accounts. Frequently tasked with handling escalated cases requiring cross-department collaboration in order to troubleshoot and resolve complicated networking related issues. Instructed new hire training program on a rotational basis, and led Meraki CMNO certification training sessions for customers. Conducted interviews for candidates to gauge technical aptitude and troubleshooting methodology. Responsibilities included: ‣ Assisting customers in troubleshooting and resolving all networking related issues, including LAN, WAN, security, and wireless technologies‣ Case documentation and ownership through resolution‣ Packet capture analysis using Wireshark‣ Collaboration with development team to report, document, and troubleshoot bugs‣ Bug fix validation in a lab environment‣ Instructor for new hire training program‣ CMNO certification trainer for classes of 15+ attendees‣ Technical interviewer for Network Support Engineer candidates

San Francisco Bay Area

Joined Milestone’s network engineering team at eBay upon returning from Cisco’s Partner Sales Academy. Completed multiple data center expansion projects, and owned the entire deployment process which included hardware procurement, IP schema planning, staging, configuration, and validation. Frequently performed configuration changes to production environment hardware in a mixed vendor environment, which included Cisco, Aruba, and Juniper switches and routers.

Raleigh-Durham, North Carolina Area

Attended Cisco's Partner Sales Academy, a 15-week intensive training program held at Cisco in Durham, NC. Course modules were focused on key technologies within the IT industry, including LAN, WAN, wireless, data center, and security, with extensive coverage of Cisco's product lines and services within each market segment. Successful completion of the program involved assessed network design assignments, which included mock sales and presentation scenarios to simulate real world interactions with customers.

Los Angeles, Ca

Designed custom retrofits for centrifugal pumps in the petroleum industry. Ownership of entire upgrade design process while ensuring adherence to API and ASME standards. Key responsibilities included:‣ Autodesk Inventor modeling and AutoCAD drafting of existing and upgraded design layouts‣ FEA (Finite Element Analysis) utilizing ANSYS to optimize and validate upgrade designs‣ International travel to customer sites for equipment evaluation and data gathering (dimensions, materials, equipment condition, etc.)‣ Calculations for design qualification‣ Machining drawings for part fabrication‣ Review and approval of drawings for manufacturing ‣ Compilation of customer documentation package‣ Selection of compatible vendor sourced parts‣ Ownership of BOM (Bill of Materials) and job history documentation