John Dutka Email & Phone Number

Wolfeboro, Nh, Us

Xxx, Us

Biddeford, Maine, Us

Biddeford, Maine, Us

San Jose, Ca, Us

Responsible for providing technical support to approximately 5,000 customers (25% fortune 500 companies) in 70 countries with $5M budget, 70 departmental personnel in three geographical worldwide locations. Prioritized day-to-day activities for four managers and their subordinates. Notable Accomplishments:Achieved 'best-in-class' technical support customer satisfaction by performance managing the contact center operations, constantly evaluating and re-engineering support delivery processes and embracing innovation.Active engagement with Service and Support Professionals Association (SSPA) allowed for review of industry best practices and implementation resulting in continuous improvement of standard call center metrics (first day resolution, abandon rate, talk time, customer satisfaction, agent availability, average speed to answer). Engaged with end customers and executive sales team personnel to drive resolution of critical support issues. Leader of cross-functional teams (product management, development engineering, field support) to launch high-touch customer support delivery programs - customer welcomes, account sponsorships, proof of concept, formal lead generation program, sensitive account management.Principal contributor in the development and authoring of a Technical Support User Guide. Managed projects to rollout which included selection of new remote diagnostic tool. Resulted in increased functionality and increased agent productivity (allowing agents to remote in and take control). This implementation increased available licenses for agents and saved money through new vendor selection process.

San Jose, Ca, Us

As liaison between engineering and technical support, provided action plans (problem resolution/crisis management) concerning escalated issues requiring software code modifications. Created "Engineering Escalation Process" which successfully captured best practices and closed-loop feedback process. Consistently ensured customer issues would not re-occur in future software releases.

San Jose, Ca, Us

Responsible for system, conformance, and automation testing on enterprise class network switches and routers. Created test plans for specific protocols and features.

San Jose, Ca, Us

As a Senior Support Engineer, provided 24/7 dedicated technical support for Lucent Technologies (nationwide) and University of North Carolina. Mentored junior technical support personnel regarding; processes, system tools, and technical troubleshooting skills.

San Jose, Ca, Us

Answered support telephone calls and emails for all customer technical issues; supported L2/L3 technologies/ protocols.

Washington, Dc, Us