Gary Dowler Email & Phone Number

Mountain View, California, Us

San Francisco, Ca, Us

Los Gatos, California, Us

Emeryville, California, Us

Managing a team of system administrators with varying specialties (including DB, Storage and Visualization)This team is responsible for the operational infrastructure of MobiTV and the services that it provides to our various customers (Deutsch Telecom, Verizon, NFL, Sprint and AT and T to name a few)Managing a team that works closely with engineering and development operations to evaluate changes/upgrades to the organization's infrastructure.Manage vendor relationships with service providers and technology manufacturers.​Supervise recruitment, development, retention, and training of system administrators in accordance with corporate budgetary objectives and personnel policies.​Responsible the completion of scheduled employee performance reviews.​Manage a team that acts as escalation point for the technical issues pursued within the Operations and Engineering teams.

Emeryville, California, Us

San Francisco, Ca, Us

Responsible for helping AppCentral define and implement their escalation support strategy. Acting as tier 3 support on behalf of AppCentral. Working with Product Management and Engineering teams to make sure that customer expectations are met as well as prioritizing feature requests and product feedback. Responsible for taking ownership of technical issues, and working with our Engineering and Product Development groups to resolve more advanced issues when necessary. Documenting troubleshooting and problem resolution steps Answering questions from customers and prospective customers about the features and capabilities of the AppCentral and AppGuardian applications. Developing customer-facing documentation for our website on an as-needed basis. Editing existing customer-facing documentation for our website on an as-needed basis. Communicating customer needs and wishes to our Product Development and Engineering staff.

Redmond, Washington, Us

Managed and directed Microsoft’s Global Support Team ensuring all wireless carrier partner service level agreements (SLA) are exceeded. Built and maintained strong on-going relationship with carrier partner Care teams and managed carrier partner Care related projects and programs. Managed day to day support of call center operations including oversight of daily activities through management of performance metrics in an effort to exceed partner SLA’s and problem resolution. Communicate with wireless carrier partner Care teams on developing product issues service & network interruptions, technical bulletins etc. Review technical and business issues with Executives, Engineering, Product Management and the NOC to determine level of urgency and priority of business issues. Managed the allocation of department resources to carrier partner based on an integrated review of outstanding support issues. Managed technical resources to provide timely Customer Support to Danger Sales Engineers in the field. Maintained and distributed technical information to appropriate Customer Support staff (known product/service issues, technical bulletins, “fixes” etc. Provided weekly, monthly, and annual reporting of metrics and performance standards of problem resolution and service levels.

Redmond, Washington, Us

Responsibilities include 3rd tier support of Windows Phone 7 and Microsoft KIN devices and services amongst all carrier partners. Administrated and participated in various discussions of the Windows Phone 7 and Microsoft KIN devices and service via ms-answers forums.

Us

Support Danger partners offering the hiptop (Sidekick) in a third tier support environment. The main responsibilities include handling escalations from our partners via phone and e-mail, as well as supporting a small group of end users and trial users that contact Danger directly. Traveling to Mobile Operator Call Centers to deliver On Site Training, mentoring of Carrier trainers, agents and Subject Matter Experts. Coordinated Q&A sessions, focus groups, and gathered operational results and internal processes.

Atlanta, Georgia, Us

Responsible for providing hardware and software support amongst multiple office locations.Trained new employees to use all necessary software for case creation and management.In charge of purchasing computer and electronic equipment for production use.Provided phone and email support to customers and insurance adjusters.Created and distributed technical documentation to aid in daily work flow.Trained non- technical employees to better utilize tools and increase productivity.

San Jose, Ca, Us

Handled up to 130 customer inquiries per day regarding Cisco equipment, website, and technical issues. Served as front-line support for 10+ specialized engineering teams. Protected back-line engineers by troubleshooting 1-10 cases per day without escalation.Achieved highest award— ‘platinum-level status’—on the BINGO reporting system, by consistently scoring 100% on Cisco’s seven-point customer service checklist.