This position includes managing and guiding the entire support division of Provision Security, including Tier 3 Support (Software Support, Install Support, and Tech Support), Dispatch, Field Services, and Incident Management teams. This role also includes external vendor management for multiple business units, and ensuring their delivery of contracted services, SLAs, and driving the overall performance across support teams.Key Accomplishments: • Guided hardware support to an 83% reduction in open tickets (915 to 150 avg), a 97% reduction in maximum open time (from 70 weeks to 2 weeks), while experiencing a 29% reduction in staff, adding 2 additional brand support streams, and developing new-to-management leadership and short-tenure (all agents <12 months) support team.• Managed departmental involvement in rollout of proprietary hardware & software to affect over 4700 locations in 36 countries, with an estimated project cost of over $4.6 million.• Restructured multiple support teams for efficiency, including the BPO of support to a 3rd party, establishing standards and direction, with an estimated project cost of over $8 million.

The Technology & Install Support Manager position expands upon the previous role. As the TIM, I manage the direction and development of multiple departments (Technical Support & Install Support) while guiding Provision’s involvement within the international space. These departments handle remote and on-site technical assistance, escalations, and training of both domestic and international vendors. My primary responsibilities are to define processes for both front-line departments, develop staff, and ensure quality and timely service by departments and vendors. Key Accomplishments: • Streamlined international vendor onboarding, support, and escalation processes. Significantly increased vendor knowledge, support turnaround. Reduced full training process (including product shipment and procurement) to complete in under 45 days for all new vendors. • Managed departmental involvement in hardware product development of proprietary hardware & software to affect over 4700 locations in 36 countries, including assisting in domestic installation, design, beta-testing and release. Also includes selection of domestic third-party installation security installation vendors, establishing pricing, and product support infrastructure. • Built, modified, and established global technology standards for franchise systems through cross departmental communications. Collaborated with international franchisees in development of peripheral operational and SLA standards for multinational implementation. • Established communication across multiple technical departments to create a unified approach to business and product needs through biweekly “tech talk, reducing departmental silos and product development/maintenance issues.

As the Install Support Manager, I was responsible for leading and developing a team of Install Support Engineers that handle both phone and on-site technical assistance to both domestic and international installation and technology vendors. In this role, I defined policy and process for our front-line on-site representatives, collaborated with multiple internal teams to ensure quality and timely service by our contracted installation partners, and played a key role in holding vendor installers accountable to our standards. Additionally, I oversaw thorough technical vetting of potential international install vendor partners to ensure a high quality service and technology across multiple continents.

In this role, I collaborated with ProVision departments and teams to develop a deep understanding of current business processes. In turn, I document and recommend future changes towards the betterment of the overall company, focusing on continuous improvement, six sigma, and lean management methodologies.• Managed business process outsourcing project; enhancing support services from “after hours only” to a 24/7 front line technical support to allow enhanced & scalable services for future expansion. • Guided redesign of telephony system for multiple projects, including Technical Support Escalation Structure, Company-wide (ProVision Security) call flow, and additional implementation. • Created high level, interactive documentation of all company positions, primary & secondary duty workflows, impacted teams & tools; resulting in expedited executive onboarding, assisted in guiding process/infrastructure goals for the year, and reduced departmental silos.

Led, managed, and developed a team of over 18 technicians, responsible for providing support of low voltage and technological solutions for franchise staff and installation technicians across the world (over 4,000 locations in 30+ countries). Included administration, maintenance & design of ticketing system (department level, Connectwise), system automation, and setup/creation of performance dashboards & gauges (Brightgauge).Key Accomplishments:• Increased department ticket resolution performance by 30% while simultaneously reducing staff by 16% within first 6 months.• Restructured Technical Support team & workflow, increasing service quality and resolution speed, a primary factor to raising company NPS score from -8 to 70+ within first 6 months of implementation (Annual scores of 75,78 respectively).• Developed staff, which resulted in 8 cross-departmental and 9 additional intra-departmental staff promotions within the first 18 months; accounted for over 50% of entire company promotions spanning 24 months.• Managed transfer of after hour services from an emergency messaging service to a level 0-1 technical support services provider, allowing 24/7 support model.• Streamlined several interdepartmental processes, reducing open quote inquiry time from 60 days to 4 days.• Enhanced visibility & reporting of Franchise Compliance issues, created streamline escalation procedures across multiple departments.

Technical Support Lead (Feb 2015-2017)Technical Support Analyst (Feb 2010- 2015)Provided internal front-line workflow guidance, training, and support escalations. Additionally, provided end-user support for independent & franchise locations via phone, remote access, and on-site installation/service. Technological focus on low voltage, proprietary software & hardware systems.Key Accomplishments:• Designed, created and implemented the new technician ability and comprehension training program and manual for internal technicians; Performed multiple interdepartmental product training and support for Sales, Installations, Project Coordination, Technical Support and Management.• Created domestic and global end-user documentation and training materials, including multiple product user guides and interactive training videos for proprietary cloud-based CRM, Access Control, Surveillance, Burglary, and other Product Systems; Conducted client systems training and webinars.• Provided Level 3 support and escalation resolution for Alarm, Access Control, CCTV, Proprietary Cloud-based Software, Windows XP/7/8.1/10/Android/IOS based Product Software, Basic Networking, and other Product Solutions. Frequently worked with manufacturers to identify and remediate equipment issues.

-Systems design: Burglary, Surveillence, Access Control, etc-Equipment Installation, Service & Troubleshooting: Burglary, CCTV, Access Control, etc-Customer Training: User Guide/ Installation Instruction Guide Creation, On-site product demonstration-Customer Service via Phone & In Person; 24/7 support;-Product Research, Data Entry-Sales, Inventory Management, Expense Reporting-Travel