Earl Sharp Email & Phone Number

Sugar Land, TX, US

• Built strong relationships with key customers, industry experts, and partners, fostering a customer-centric culture and strengthening the product's features through customer input.
• Collaborated closely with cross-functional teams, including engineering, design, marketing, and sales, to define product roadmaps and ensure successful product delivery.
• Prioritized and managed the product backlog, employing agile methodologies to maximize team efficiency and deliver value with each iteration.
• Leveraged technical expertise to translate complex requirements and customer feedback into actionable product features and enhancements.

Sugar Land, TX, US

• Collaborated closely with project managers, sales teams, and clients to understand project requirements and align implementation strategies with business objectives.
• Developed and maintained implementation plans, ensuring resource allocation, milestones, and timelines were effectively managed.
• Acted as the primary point of contact for clients during the implementation phase, addressing concerns, resolving issues, and maintaining open communication channels.

Sugar Land, TX, US

• Orchestrated comprehensive training programs, equipping team members with advanced technical skills and fostering exceptional customer service etiquette and protocol.
• Led and mentored cross-functional teams, consisting of up to 6 members, to ensure heightened productivity and superior quality of support and training services.

Sugar Land, TX, US

• Spearheaded technical support initiatives, ensuring exceptional assistance to both customers and internal staff, resulting in a 20% increase in customer satisfaction and a streamlined internal issue resolution process.
• Led educational classes on our products, providing comprehensive training to both customers and new employees during onboarding, leading to a 25% reduction in support inquiries and faster product adoption rates.
• Authored extensive documentation and customer-facing articles for our products, enriching the knowledge base and empowering customers to self-solve issues.
• Implemented support metrics to gauge team performance and conducted regular feedback sessions, leading to a 20% improvement in team productivity and efficiency.

Houston, Texas, US

• Served as a dedicated point of contact for clients, providing expert guidance and support for the implementation and utilization of Ergos Live Desk solutions.
• Offered real-time technical support and troubleshooting assistance to clients, ensuring seamless adoption and utilization of the Ergos Live Desk platform.
• Led onboarding sessions and training workshops, equipping clients with the necessary knowledge and skills to maximize the full potential of the Ergos Live Desk system.
• Maintained meticulous documentation of client interactions and support cases, providing valuable insights to management and contributing to the development of best practices.

Established and successfully launched Space City Computers, creating a brand known for reliability and quality service within the local community.

Philadelphia, PA, US

• Monitored and analyzed the network infrastructure, utilizing advanced monitoring tools to detect and address network anomalies promptly.
• Investigated and resolved escalated incidents and complex network issues, ensuring timely and efficient resolutions.
• Maintained comprehensive incident records and documentation, adhering to industry best practices to ensure clear and accurate communication.