Greg Verrill Email & Phone Number

Phoenix, Az, Us

Remote

Manage day-to-day operations of a technical support team that included multiple supervisors and dozens of technical support engineers: task prioritization, workload distribution, and resolution of escalated technical issues.Develop and implement support strategies that align with larger company goals, to optimize the efficiency and effectiveness of the technical support department.Handle complex or ongoing escalations directly with customers to resolve high-priority issues and ensure that customer concerns are addressed in a timely and effective manner.Create role specific KPIs and reporting dashboards to provide insights on team performance, possible customer issues, and emerging trends for continuous improvement across the team or on an individual level.Collaborate with cross-functional teams (hardware and software engineering, product, QA, etc.) to discover/resolve root cause of recurring technical issues, escalate and resolve high-priority technical issues, provide feedback, and recommend system or product improvements.Identify opportunities for automation and tool enhancements to improve support efficiency, reducing manual effort and improving response times.Developed and oversaw migration to new support tools: Zendesk to Salesforce Service Desk, Telax Call Center to Genesys Softphone, Atlassian products.

Scottsdale, Arizona Area

Lead a team of 10-15 technical support engineers, providing mentorship, training, and performance management to ensure optimal service for service technicians, installers, and hardware owners.Monitored and ensured consistent delivery of high-quality technical support across various platforms (phone, email), achieving a 90% customer satisfaction rate.Analyzed case and call KPIs (first response, MTTR, AHT, etc.) to identify trends, bottlenecks, and areas for improvement.Oversaw escalation management, ensuring complex or high-priority technical issues are resolved promptly and effectively by guiding staff or directly handling escalations.Developed and implemented technical support processes, troubleshooting guidelines, and best practices to streamline issue resolution and improve team efficiency.Migrated existing knowledge base from a general ‘wiki’ and tribal knowledge to Atlassian Confluence. Created or improved troubleshooting and process documentation, empowered other SMEs to add and improve as needed.Screened and interviewed all potential candidates, developed and delivered training programs to onboard new team members and continuously upskilled existing staff on new technologies, products, and support procedures.Managed scheduling and workforce planning (24/7 coverage, weekends, and holidays), ensuring proper resource allocation to meet service level agreements (SLAs) and handle fluctuating support demands.

Scottsdale, Arizona, United States

Provided tier 1 and tier 2 technical support via phone and email, assisting customers and field technicians with hardware service and installation, software and hardware configuration, troubleshooting issues, and general questions surrounding electric vehicles and charging.Utilized remote diagnostic tools to resolve hardware, electrical, networking, and software problems.Participated in troubleshooting and planning sessions with senior engineers to resolve complex issues that required in-depth technical analysis.Documented common technical issues and solutions, contributing to the creation of a comprehensive internal knowledge base.

United States

Provided equipment sales, technical support, and other services for the following clients: Dales Graphic Systems – Scottsdale, AZManaged channel partnership between Dales Graphic Systems and Universal Laser Systems, laser equipment manufacturer. Engaged with customers throughout entire sales cycle; followed up sales with equipment installation and technical support.Provided technical support and service for Universal Laser Systems equipment in Arizona, Las Vegas, NV, and New Mexico.Conducted sales and provided support to the following industries: military/defense, government, aerospace, primary and secondary education, medical, technology, indoor and outdoor signage, casino gaming, industrial and commercial manufacturing.Trained new and existing customer base on equipment and software operation, graphic design software, laser and machine safety, maintenance, and break-fix service.Also specialized in dye sublimation equipment, consumables, substrates, process control, color management, and toner-based digital pressesValiani Cutting Machines – Certaldo, Tuscany, Italy & USALead technical support specialist for all “print and packaging” equipment and software in the U.S.First point of contact for U.S. customers during non-business hours in Italy.Assigned all sales leads in U.S. where there are no local distributors.Mapped Services Group – Chandler, AZMined online business data using SIC codes to find better leads for new and struggling businesses.Set appointments and prequalified leads for clients, resulting in a high quality initial contact and better chance of a sale.Created brand and product awareness through industry and application specific, targeted email campaigns.#1 Network – Effingham, IL & Gilbert, AZConducted rigorous dye sublimation testing on fabrics, transfer papers, aluminum panels, inks, and imaging software.Standardized color management procedures and created unique ICC color profiles for material combinations.

Education record

Associate'S Degree, Accounting