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 development, of our team.• 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 to use our SaaS capture product to replace our on-premises solution and subsequently added our SaaS archiving product.

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 with my EMEA peer and the entire global SM team to ensure SLAs are met and CSAT exceeds expectations. Substantial international travel to support my team and to participate in global meetings. Direct reports: 9.• 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 Dec-2017. Activity backlog went from 191 to 88 in one year.

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 management with clients during the on-boarding/project management life cycle and provide consultative advice and support. Indirect reports: 2.• 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 Apr-2015. • 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 for 9% growth. Five new clients in 2014.• Defined new Tiered support job descriptions and hired first Software Support Analyst I to begin building a Tiered support structure with the long-term goal of raising Tier 1 support incident resolution above 80%. This will allow current Tier 2 & 3 associates to shift majority of time to development (revenue) projects. Performance improved from 5% in Jan-2013 to 86% in Apr-2015.

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.