Douglas Richards Email & Phone Number

Hoboken, New Jersey, Us

Hoboken, New Jersey, Us

Hoboken, New Jersey, Us

San Jose, California, Us

• Managed Tier 3 Technical Support Team located in the US, Canada, Singapore and India• Ongoing goals were to increase customer satisfaction and reduce operating expenses, which we achieved every quarter by coming up with innovative solutions• Customer base grew from 4 Million endpoints in 2004 to 292 Million endpoints in 2016• Contact ratio in 2006 was 26%, which we reduced to 1.54% by 2016• Supported Reviewers resulting in PC Mag Editor’s Choice Awards 5 years (2012-2016)• Invented, developed and maintained support tools which save McAfee millions of dollars in support costs.• Provide high level support and expertise for the Consumer and Mobile Business Units (McAfee LiveSafe, McAfee All Access, McAfee Mobile Security, TrueKey, Platform, Infrastructure, Family Safety, WebAdvisor, Secure Home Gateway, Safe Family, and new initiatives).• Manage the high-level activities of the Virtual Outsourced Tier 2.5 Team in Chennai, India.• Exceeded company NPS goals. Product 19.5, Brand 22.6, Support 56• Championed the Value of Support - By listening to customers, collecting specialized data and fixing issues such as Subscription Expired and RTS Disabled.• Made the lifecycle of a customer interaction more enjoyable by reducing Average Handle Time, increasing First Call Resolution and Same Day Closure.• Support NPS scores were at all-time highs, especially in areas like RTS Disabled, which used to be a detractor.• Promoted a High Performing Team

San Jose, California, Us

• Lead a team of Tier III Engineers located in the US, Canada, India, and Singapore• Manage and mentor an outsourced Tier 2.5 team in India• Mentor our Mobile team in Singapore• Escalate top issues and bugs into Platform, Core App, and Mobile Engineering• Provide reports to Engineering and Support leadership on top issues in support• Present to Engineering in monthly Quality Reviews• Develop tools to automate repetitive tasks in Tier1• Developed an Auditing System for checking quality at each of our 8 support sites• Developed a Reporting System and SQL 2008R2 database which houses each support interaction and provides detailed data to manage the business.• Design processes related to handling cases, escalating into and out of teams• Provide input to Product Development and Product Management analyzing product functionality, supplying technical data, usability test results, and pertinent customer feedback for inclusion in product development strategies.• Advise sales and marketing on new and emerging technologies.• Recruiting, interviewing, hiring, and training staff.

San Jose, California, Us

• Primary technical and escalations contact for McAfee partner accounts (Cox, Verizon, TWC, Shaw, BT, HP, AOL, DELL, MSN, Gateway, Toshiba, Comcast, and eMachines). Responsible for identifying, troubleshooting and resolving application and/or network problems affecting both the partner and/or their customers.• Provide assistance to Public Relations when reviewers or reporters need technical input.• Product expert for McAfee VirusScan, Wireless Network Security and McAfee Firewall.• Technical contact and advisor for troubleshooting home, SMB, and enterprise wireless network environments.• Provide high-level expertise and training to Tiers I, II, and III which includes visits to India and Canada.• First-line responder to isolating and identifying download/network problems within our Akamai/McAfee infrastructure.• Created and managed content for internal and external knowledgebase’s.• Provide input to Product Development and Product Management analyzing product functionality, supplying technical data, usability test results, and pertinent customer feedback for inclusion in product development strategies.• Advise sales and marketing on new and emerging technologies.• Troubleshoot and diagnose escalated cases from Tier II and McAfee partners.• Provided special training and consulting as needed.• Developed and automated a MSSQL 2000 application which generated weekly reports on worldwide call volume. This report was used by engineering to manage resource allocation.• Designed tools using VB, Windows Script, and batch program commands to automate difficult tasks and improve efficiency of our knowledgebase solutions.• Developed an online portal to facilitate training of all Tiers of support.• Developed an interactive website to display and document process flows.

Santa Clara, California, Us

Manage the Tier 3 Technical Support team which provides high level support and expertise for the Consumer and Mobile Business Units (McAfee Total Protection, McAfee All Access, McAfee Mobile Security, McAfee/Intel Anti-Theft, Platform, Infrastructure, Family Protection, Online Backup, SiteAdvisor and McAfee Secure). Manage the high level activities of the Tier 2.5 Team in Chennai, India.

Manager 01-04- Responsible for completing energy conservation contracts with Pacific Gas & Electric and the Department of Energy. - Grew and helped position the business to take on additional contracts in Northern and Southern California. - Inspected jobs and resolved disputes with PG&E- Inspected and Certified Attics with Knob and Tube wiringEngineer 99-01- Lead a crew installing insulation, doors, windows, ventilation and water conservation measures.- Highest Production Award 1999, 2000, 2001- Highest Quality Award 1999, 2000, 2001