George Moore Email & Phone Number

Panama

As a Senior Technical Support Manager at Quest Software, I lead a diverse team of 21 Support Product Specialists and Software Release Managers across Central America, North America, and EMEA, maintaining a remarkable 96% customer satisfaction rate. Beyond daily operations, I focus on high-profile escalations and analyze performance metrics for strategic insights. Driving employee growth, I lead the Career Pathing team, fostering individual empowerment, and facilitate the Panama Social committee, enhancing remote collaboration. Currently, I spearhead a strategic upskilling initiative and work directly with the VP of Support and Customer Experience to dynamically adjust operational expenditures, showcasing my commitment to agile and effective leadership in the ever-evolving tech support landscape.

Panama

Oversaw support for 4 software solutions, interviewing and hiring 10 team members across three countries. Implemented strategies that decreased ticket SLA expiration, minimized aged tickets, and initiated support for a new product (ApexSQL). Designed an internal escalation mechanism for improved efficiency.

Panama

Led and coached a 5-member support team for Quest’s Rapid Recovery software solution, handling technical escalations. Introduced a performance dashboard resulting in higher customer satisfaction and operational efficiency.

Howard, Panama

Provided front-line technical support for Quest’s Rapid Recovery customers, identified areas of opportunity for the AMER support team, and received recognition for being the most helpful engineer with the highest customer satisfaction numbers.

Panama

Mainframe Network Software Systems ProgrammerFocused on the ITILv3 lifecycle for Incident, Change, and Problem Management. Installed, upgraded, and supported session managers(TPX, TSO/E, Tubes), maintained VTAM, assisted in Disaster Recovery Drills, and contributed to JCL and REXX programming.

Panama

Monitored HPE Mainframe clients’ system console, performed scheduled maintenance, and contributed to Disaster Recovery Drills.

Panama

Diagnosed, fixed, and replaced computer hardware, solved IT problems, performed maintenance, configured networking devices, installed operating systems and programs, managed user credentials, and deployed structured cabling.

Master Of Business Administration - Mba, Business Administration And Management, General

Engineer'S Degree, Electronics And Communications Engineering, 92.10 Percentile, A Letter Grade

High School