Eric Bush Email & Phone Number

Indianapolis, Indiana, United States

As the ServiceNow platform owner, I am responsible for the management of all platform operational and development services. Currently leading a team of ServiceNow developers, business analysts, and architects who are responsible for new development and maintenance activities.• Responsible for meeting SLA commitments to the user base.• Responsible for platform licensing compliance, security posture, and vendor relationship.• Active member of the platform system administration team.• Maintain and continually improve disaster recovery and business continuity plans.• Research and implement ServiceNow technologies and tools to further improve delivery of service.

Houston, Texas, United States

Provided exemplary technical leadership and consultation services in the customer service, customer success and customer experience sectors.

Austin, Texas, United States

Senior leader of the Service and Support organization and responsible for all post-deployment user, vendor, and customer experiences. Also responsible for pre-deployment execution of installation, service, and quality programs.•Report directly to C-Level executive leadership team.•Responsible for meeting CSAT and SLA commitments to the customer base.•CRM (Salesforce/NetSuite) data accuracy and reporting relating to customer support and customer success.•Meet quarterly customer warranty renewal retention objectives through exemplary support delivery.•Oversee the tier based (Level 0-3) global support organization and associated call center.•Responsible for management of local and federal governmental video/data infrastructure support.•Build and maintain CSAT and NPS (Net Promoter Score) programs.•Deliver and improve industry standard case and call center KPI/metrics (Age, ASA, ABA, ACW, etc.).•Interlock with support engineering, sales, marketing, and professional service leadership teams.•Direct global resources as needed to support customer escalations and complex technical events.•Participate in customer escalations directly and as part of the senior leadership team.•Fiscal responsibility to review/approve warranty entitlements for all customer quotes.•Research and implement new technology and tools to further improve delivery of service.•Maintain and improve global support disaster recovery plan (DRP).•Implementation and administration of call-center VoIP PBX/IVR solution.•Administrate RMA and support OEM programs for Dell and Lenovo hardware solutions.•Solely responsible for hiring and staffing levels•Administration of internal and external global support web sites (Linux, Apache, MySQL, and PHP).•Administrate and deliver quarterly and annual organization budget.•P&L responsibility for the global support and services organization.•Responsible for both corporate and customer facing IT infrastructure design and deployment.

Houston, Texas Area

Senior leader of the Global Support organization and responsible for delivery of enterprise class customer support and customer success experiences. Defined and executed industry standard criteria for supporting the Software Defined Storage suite of products and related cloud services (SaaS).Transitioned the global support and customer success organization into an efficient, cohesive, and process driven team through implementation of proven industry standard frameworks and best practices. - Report directly to C-Level executive leadership team.- CRM (Salesforce/NetSuite/ServiceNow) data accuracy and reporting relating to customer support and success.- Meet quarterly customer warranty renewal objectives through exemplary support delivery.- Oversee the tier based (Tier 1-3) call center and CSR team.- Deliver and improve industry standard case and call center KPI/metrics (Age, ASA, ABA, ACW, etc.).- Provide deliverables to support engineering, sales, marketing, and professional service leadership teams.- Direct global resources as needed to support customer escalations and complex technical events.- Participate in customer escalations directly and as part of the senior leadership team.- Fiscal responsibility to review/approve warranty entitlements for all customer quotes.- Research and implement new technology and tools in order to further improve delivery of service.- Maintain and improve global support disaster recovery plan (DRP).- Implementation and administration of call-center VoIP PBX/IVR solution.- Manage RMA and support OEM programs for Dell and Lenovo hardware solutions.- Directly responsible for hiring and staffing levels of global support organization.- Administration of internal and external global support web sites (Linux, Apache, MySQL, and PHP).- Administrate quarterly and annual P&L organizational budget.

Houston, Texas Area

Houston, Texas

Responsible for direct management and oversight for both North America and Asia Pacific software support operations. Other responsibilities include oversight for customer facing support portals, SLA adherence, CRM systems, ticket management systems, and support lab administration.Involved with numerous project teams that include internal software tool development, customer survey system, telephony (VoIP/POTS) systems and ACD (automated call distribution) systems. Directly responsible for managing customer escalations and to ensure the very best possible support experience.Recipient of the NetIQ 2014 Values and Beliefs Award.