David Szoke Email & Phone Number

Sunnyvale, California, Us

Proofpoint: A Security-as-a-Service, industry leading cybersecurity company protecting people and defending data. • Establishing efficient and standardized workflows and process with local, remote and internationally based teams, saving the company time, money and delighting customers.• Leveraging customer feedback to evolve support resources and provide the voice of the customer to company leadership, product management and developers.• Cultivating and motivating local and remote staff and teams through training events, team activities and one on one meetings, resulting in zero attrition and multiple promotions.• Coordinating global team communication and training to deliver the best customer experience possible, providing on-going employee development, support-readiness and adoption of best practices.• Proactively filled the gaps of our support offerings to better process outside inquires and reduce escalation noise, resulting in better customer and non-customer interactions.• Refining management tools and processes to ensure crisp and vital updates during incident management.• Building knowledge and capability into our partner support teams through interactive trainings, targeted meetings and improved product documentation, translating into quicker customer solutions and fewer upstream tickets.• Leading the global support efforts for multiple Small to Medium-sized Business (SMB) solutions.• Developing and implementing traditional and community-based support channels.• Advancing support offerings to meet the needs of a scaling customer base and maturing product set.• Cultivating and motivating local and remote staff and teams through training events, team activities and one on one meetings, resulting in zero attrition and multiple promotions• Instigated a leadership development program for the department leaders.

Milpitas, Ca, Us

Fusion-io: provider of hardware and software solutions utilizing NAND flash based, PCIe connected storage. Bought by SanDisk, then SanDisk acquired by Western Digital.• Introduced best practices, while leading the team to work smarter and more efficiently has scaled productivity, enabling the same size team to handle over 3x the amount of cases without growing the size of the team. This action saved the company almost $200K annually in salary costs.• Supported a rapidly growing global customer base with a local and geographically dispersed team.• Handled escalated customer situations, provided the right solutions, resources and did the right thing for our customers to provide a world-class support experience. • Refined new-hire on-boarding and training cycle, decreasing it from 3 to 4 months to 2 to 3 weeks. • Built the knowledge base from a few dozen articles to a few hundred, resulting in faster case resolutions.• Improved staff skill levels through career development efforts, helping them to become better trained, receive industry certifications, be more polished and increase their technical proficiency. • Core team leader in CRM migration, facilitating work-flow design, leading professional services and facilitating team training. Resulting in a much improved customer experience and analytics.

Salt Lake City, Utah, Us

Instructure: Developer of the cloud-hosted, open-source, web-based Learning Management System (LMS) solution Canvas. - Accelerated resolutions and response times while building and scaling the Support department from the ground up as customer base more than doubled.- Delivered an exceptional, consistent customer experience, superiorly differentiated from competitors, by defining processes, setting metrics, establishing escalation points and deploying a ticket QA program. - Over-hauled documentation repositories and established a culture of documentation, making it easy to find and utilize information when addressing support and training issues for employees and customers.- Significantly lowered the average issue resolution time and increased the amount of tickets closed within 48 hours by refining internal processes, improving communication and responsiveness, and providing greater visibility into the issue resolution process. - Negotiated improved volume pricing for ticketing system licenses, saving over $15,000.- Designed and established the company and support IVR system, providing a more efficient and professional experience for callers.

Us

Echopass: End-to-end provider of VoIP based contact center solutions. Global SaaS-based Telephony and IVR solutions.- Restructured Technical Support department into a L1 - L3 environment, resulting in greater first-call resolutions, quicker issue resolutions, reduction in escalations and more efficient issue management. - Achieved consistent 99.9% or better up time for a 24/7 carrier-class environment, establishing the company's services as “Always on”.- Directed the project team that designed and implemented CRM conversion from Salesforce.com to RightNow Technologies. Facilitated and managed the project team on data migration, customizations, vendor communication, set-up of metric/analytics reporting, knowledge-base migration, professional services and internal/external training. This has matured and scaled the Technical Support offerings.- Implement and refine customer facing web portal, utilizing industry best practices and client feedback to achieve greater site utilization, efficient communication processes and improved client satisfaction.- Recruited, mentored and grew a multi-tiered technical team that provided 24/7 IT, VoIP and telecom technical support, while building a motivating and engaging work environment that fostered teamwork. - Established internal/external knowledgebase repositories, consolidating and providing more efficient access to product/service documentation, resulting in faster resolution times for customers.- Interfaced with Senior and Executive management, communicating weekly and monthly analytics to Executive management team to guide decision making and help put focus on client needs.- Resolved client and executive level escalations, building cross-functional teams as needed for service restoration and advanced solution implementation. - Produced new-hire and on-going technical training programs, reducing training time by six weeks.- Administered support and monitoring for local and remote data centers with 500+ servers.

Salt Lake City, Ut, Us

LDS Church: the 2nd largest employer in the state of Utah. Leveraging technology to further the mission of this world-wide religious organization. - Supported on-site and remote offices in the 48 contiguous United States and Canada.- Trained IT staff and general employees on administrative processes, software features and e-mail migration in support of the Groupwise to Exchange transition.- Helped administrate Microsoft Active Directory during migration from Novell Directory Services.- Facilitated remote office system administration for PCs, printers and network connections.- Utilizing Business Objects, designed and set-up dashboards, metric analysis and reporting, resulting in lowered expenses, more efficient processes and enabling over $60,000 in cost reduction.- With 15,000 mailboxes migrating in a single weekend to Outlook clients, trained users in re-engineering their work-flows utilizing the new features and processes of the Exchange e-mail platform.

San Jose, Ca, Us

EBAY: with its main customer service functions at its Utah campus, eBay is one of the world's largest online marketplaces.- Ensured the hardware and software upkeep, maintenance and security of 1,400+ PCs and laptops at eBay’s Utah campus, including executive home offices, telecommuters and remote employees.- Cultivated an engaging, motivating work environment that challenged and encouraged the acquisition of new skills, and promoted teamwork, resulting in zero IT staff attrition over four years. - Supervised and directed technical team’s efforts on multiple enterprise level projects.- Technical project manager for several major projects: enterprise-wide visual communications system deployment, multiple campus-wide technology refresh, new office build-out/remodel, and national eBay Live conventions.- Established and maintained vendor relationships to secure the highest quality equipment and resources while negotiating the best prices to meet business requirements, objectives and budgeting constraints.- Created and implemented metric reports utilizing Business Objects to assist in the evaluation and development of team members, and to measure and enhance support levels to our customers.- Adjusted IT methods and procedures to better meet business unit needs through independently commissioned feedback surveys and regular meetings with business unit representatives.- Established a high performance IT team that accomplished fast, efficient and high quality solutions for business unit requests, while documenting results for knowledge base application.

San Jose, Ca, Us

- Managed projects: Remote employee OS upgrade, SLC terminal server and CS software test, migration of 800+ PCs from Windows NT to Windows 2000, and server room rewire.- Improved IT support processes by stream-lining weekly employee station moves, developing time-saving macros, improving asset management and up-keep of helpdesk records.- Facilitated the candidate selection, interviewing process, and hiring of helpdesk staff.- Trained new employees on the utilization of company IT resources.- Administered NT and Exchange accounts, file server permissions, Avaya VM & PBX tel-set accounts and software licensing.

Altrincham, Cheshire, Gb

- Recruited and built a team of eight outstanding technical trainers who received accolades from both internal and external clients.- Developed and presented UNIX curriculum, and administered training server and environment.- Presented company services to potential clients, resulting in the acquisition of a major technical support contract for high-end networking equipment. - Directed the creation of an in-depth technical training program from the ground up. - Launched successful ramp-ups/kick-offs of new business contracts.

Bs, Information Systems

Aas, General