Jeffrey Gleason Email & Phone Number

Atlanta Metropolitan Area

Atlanta Metropolitan Area

• Senior Manager Technical Support, member of a Global Technical Support Leadership team for a software company, a global leader in digital communications capture, archiving, and oversight.
• Built a world class team of Technical Support Engineers, remotely based in the US, as part of a global team providing 24x7 support to our largest customers, by transforming the hiring, onboarding, and career.
• Led a major customer escalation that identified and resolved the root cause of a processing backlog, leading to additional product revenue as the customer expanded their use of our products becoming the first customer.

Greater Atlanta Area

• Service Manager, Americas region for a pharmaceutical customer headquartered in Belgium. Face of Computacenter to Americas region. Manage Deskside Support engineers at five locations from Canada to Brazil. Work closely.
• Despite business plan that reduced my role to 50% after one year, my breadth of skills compelled my management to keep me at 100% despite loss of margin on the account.
• Coached Deskside team to improve SLA performance by weekly review of metrics with the Deskside team, pointing out issues and identifying opportunities for improvement. Incident SLA went from 68% to 94% from Dec-2016 to.

Alpharetta, GA

• Optimize the client experience. Serve as the company face to the client. Responsible for all aspects of project management associated with the implementation of external facing projects. Responsible for relationship.
• Client information consolidated from several sources into one database and a summary document created and maintained as a single repository for critical client information.
• Client Satisfaction Survey designed, collected, summarized and reported. Identified opportunities for improvement resulting in new support service objectives and daily support incident prioritization.
• Support service objectives redefined and performance metrics reported on a monthly basis. Achieved on-time resolution goal of 86.1% in first month, Apr-2013. On-time resolution steadily improved, reaching 90.9% in.
• Designed and implemented daily process to rank support incident priority successfully maintaining current service objectives while reducing backlog of support incidents from 378 in Jan-2013 to 117 in Apr-2015.
• Assumed responsibility for sales in Apr-2013. Redesigned sales process and documents to simplify proposal preparation and delivery. Developed tracking system for reporting monthly results. Sold to 8 new clients in 2013.

Mba, Decision & Information Analysis

Earned the academic Distinction Award given by the Decision and Information Analysis faculty upon completion of my MBA. Achieved my degree.

Bs, Economics & Computer Science (Double Major)

Activities and Societies: Association for Computing MachineryCompleted a double major in Economics & Computer Science. Founding member of.