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.