James Weir Email & Phone Number

Toms River, Nj, Us

• 20+ Years of IT Experience & 14+ Years of Global IT Support Leadership Experience continuously maintaining a 98% Customer Satisfaction & ensuring all KPI metrics were met.• Successfully led multiple skill groups (Managers, Associate Managers, Support Engineers) providing guidance to ensure the success of Support & customers.• Head of the Global Support SOP Council centralizing all processes while administering existing/new procedures as our company evolves.• Weekly cadence with… Show more • 20+ Years of IT Experience & 14+ Years of Global IT Support Leadership Experience continuously maintaining a 98% Customer Satisfaction & ensuring all KPI metrics were met.• Successfully led multiple skill groups (Managers, Associate Managers, Support Engineers) providing guidance to ensure the success of Support & customers.• Head of the Global Support SOP Council centralizing all processes while administering existing/new procedures as our company evolves.• Weekly cadence with Sales, Professional Services, & Support Directors/VPs reviewing customer accounts to guarantee alignment & customer satisfaction.• Development & Head of the Support Advisory Council canvassing feedback & solutions from Support Engineers to improve the lives of Commvault & customers.• Led the overhaul of Support's Ransomware process ensuring communication across Support, Professional Services, & Sales Leadership to reduce customer impact in a Disaster Recovery scenario.• Engaged with Engineering & Products to identify/implement automation (AI) & improve methods for product simplification.• Identified/executed automation allowing customers to self-service thus reducing cycles & Support issues.• Drove meetings with other leadership business units (Global Alliances, Remote Managed Services, Enterprise Success) reducing customer attrition & increasing revenue.• Consistent review of the daily lives of Support to improve efficiency while assuring career growth.• Weekly analysis of the Americas to Global Leadership providing a clear overview of team health & construct action plans to assure improvement.• Built a Strike Team for any application/system issues affecting Support maintaining communication with Support, IT, & BATS.• Led long running escalations in Support driving faster resolution (by 25%) & engagement with Engineering. Show less

Tinton Falls

• Led 3 mini-centers with 100+ multidisciplinary team members, and provided best-in-class customer support to improve the overall experience while reducing churn. • Built a support advisory council to gather feedback and implement 150+ solutions, enhancing the customer and support experience.• Created a new technical team (Software Defined Storage) for emerging technologies (Hyperscale) developing subject matter experts which greatly improved customer satisfaction and drove product… Show more • Led 3 mini-centers with 100+ multidisciplinary team members, and provided best-in-class customer support to improve the overall experience while reducing churn. • Built a support advisory council to gather feedback and implement 150+ solutions, enhancing the customer and support experience.• Created a new technical team (Software Defined Storage) for emerging technologies (Hyperscale) developing subject matter experts which greatly improved customer satisfaction and drove product improvements. Show less

Tinton Falls, New Jersey, United States

• Headed a team of 3 supervisors and 30 customer engineers to support 20000+ global customers.• Achieved the highest companywide percentages in KPIs (calls closed < 24 hours and 5 days, as well as excellent customer satisfaction survey ratings).• Saved thousands of hours for global support teams by centralizing customer support standard operating procedures (SOPs) and delivering ~50 clearly defined processes for teams to follow.• Retained 100+ customers from attrition by leading… Show more • Headed a team of 3 supervisors and 30 customer engineers to support 20000+ global customers.• Achieved the highest companywide percentages in KPIs (calls closed < 24 hours and 5 days, as well as excellent customer satisfaction survey ratings).• Saved thousands of hours for global support teams by centralizing customer support standard operating procedures (SOPs) and delivering ~50 clearly defined processes for teams to follow.• Retained 100+ customers from attrition by leading a POD Beta Program which transformed Support into a mini-center model and launched the Adopt-A-Customer program.• Co-created the Adopt-A-Frontline initiative, giving hotline technicians the opportunity to closely integrate within a mini-center; initiative was so successful that it led to multiple promotions.• Mentored tier-2 engineers to think and brainstorm as future leaders in order to drive career growth. Show less

Oceanport, New Jersey, United States

• Managed a team of 25 customer engineers across 3 global offices (NJ, UK, and Australia) to guide support staff in order to provide best-in-class customer support.• Started knowledge sharing campaign which increased KB article creation to improve customer experience & faster resolution times.• Merged & erected 2 new skill groups (Client, Server) better aligning technologically with the product evolution.

Oceanport, New Jersey, United States

• Supporting Federal & Commercial Customers (10,000+ global customers)• Troubleshooting various networks/platforms• Taking ownership of issues & providing customers with solutions to better enhance their environment.• Resolving critical, complex issues in a timely manner providing extensive details on work performed• Ability to work both individually & as part of a team.• Participation in the afterhours, weekend, & holiday support rotation• One of the highest call taking… Show more • Supporting Federal & Commercial Customers (10,000+ global customers)• Troubleshooting various networks/platforms• Taking ownership of issues & providing customers with solutions to better enhance their environment.• Resolving critical, complex issues in a timely manner providing extensive details on work performed• Ability to work both individually & as part of a team.• Participation in the afterhours, weekend, & holiday support rotation• One of the highest call taking resources in Support• Reproducing problems in a staging environment & providing full details where bug fixes are required.• Escalating issues & interacting with the Product Development staff. Show less