Gary Lee Email & Phone Number

Redlands, California, United States

• Directly supervise unit managers overseeing core technology groups in Technical Support, including Online, Enterprise, Enterprise Architecture, and Desktop Units.
• Drive strategic initiatives to enhance Esri customer support experiences and manage the majority of standard support volume and staff.
• Foster career growth for analysts by creating alignment between technology areas and preparing staff for transitions into essential teams.
• Partner with offshore management staff to develop service delivery strategies and ensure success.
• Develop plans and initiatives with Unit Managers to align core technology groups with Technical Support and company goals.
• Enhance core technology support strategy to meet or exceed key performance indicators and ensure customer success.

Redlands, CA

• Set targets, monitor unit performance, and ensure department goals are being met
• Identify necessary adjustments to meet call volume patterns following departmental, divisional, and/or company objectives
• Interface regularly with key contacts including the other Unit Managers, Product Supportability, Strategic Customer Services, and Human Resources to ensure continuity of operations within the Unit
• Anticipate areas of high call volume and schedule coverage accordingly
• Work with Unit leadership to ensure that Support has adequate analysts for supporting new functionality and work with Support Readiness to ensure that analysts have had adequate training prior to the software being.
• Meet with key external Esri staff to understand the road map of current and future products and develop vision and areas of growth for the unit

Redlands, CA

• Supervise day-to-day activities of the Support Services analyst staff
• Monitor the quality and quantity of support the analysts provide which includes coordinating staff scheduling, ensuring analysts know and follow organizational policies, providing coaching and performance evaluations.
• Supervise the overall unit incident queue including management and escalations
• Manage the on-boarding and off-boarding processes and administrative tasks for analysts
• Participate in the recruiting process for new analysts
• Track, evaluate, and guide analyst performance based on quality and production

Redlands, CA

• Premium Tier-II support analyst providing high-quality technical support and customer service to end users through effective communication (via phone, e-mail, and chat) and efficient troubleshooting.
• Implementation of various products in dynamic enterprise environments
• Resolve technical issues related to enterprise servers and environments in both Windows and Linux Environments to include Desktop and Server applications.
• Troubleshoot Web Server issues on IIS and Tomcat web servers. Identify and resolve SSL certificate issues using tools such as Wireshark, Fiddler and various web browser developer tools.
• Resolve licensing and authentication issues (Active Directory, LDAP and SAML)
• Maintain comprehensive case documentation in customer relationship management (CRM) system

Ontario, California

• Perform hardware installations and configurations (IBM, SUN, HP; Rack mounted and desktop configurations).
• Install and configuration of various Operating systems including Windows, AIX, Solaris, and Linux.
• Remote System Administration.
• Support of remote access methodologies (SecureLink, IPSec VPN, SSL VPN).
• Database management/support (Cache’ by InterSystems, Oracle, SQL).
• Support backup methodologies including SAN (EMC, IBM, and Network Appliance) and

San Bernardino, CA

• Provided hardware and software support for 167 satellite locations.
• Installation, maintenance and repairs on a variety of POS equipment, PC workstations and servers.
• Played a key role in ensuring a proficient workforce and significantly reducing system downtime.
• Troubleshooting of network connectivity, network printing, user access issues as well as Microsoft Office issues.

Chino Hills, CA

• Provided customer assistance regarding repairs, upgrades, installation and operation of product.
• Performed basic functionality testing on units, as well as diagnosing, conducting repairs and cleaning.
• Assisted and/or responded to customer inquiries as required.

Fontana, CA

• Responsible for providing service to all customers by qualifying, recommending, and closing sales.
• Maintained in-stock condition of assigned area.
• Ensured work space remained clean and safe.
• Pulled and loaded customer orders.

Ontario, CA

• Responsible for the pickup and delivery of customer orders in accordance with a designated route.
• Received, verified and checked in route deliveries into company vault.

Ft. Campbell, KY

• Managed the supervision, training, counseling, and maintenance of personal and equipment.
• Mentored soldiers as they came into the unit.
• Achieved an excellent team atmosphere that resulted in a higher level of completion in all tasks and missions assigned.
• Distributed maintenance and repair tasks. Implemented company policies and procedures in daily activities.
• Awarded the multiple ARMY Commendation Medals, ARMY Achievement Medal, Good Conduct Medal, National Defense Medal, Kosovo Campaign Medal, Iraq Campaign Medal, Global War on Terrorism Expeditionary Medal and Service.