Design and manage customer support life cycle, implement customer support and technical support policy, optimize customer journey through the support life cycle to eliminate churn while lowering overall support overhead, manage internal and customer-facing knowledge repositories, provide development services as needed

Optimize user support journey, build out self-service support mechanism, manage internal and customer-facing documentation, provide customer-facing coaching, provide the last point of contact for sales funnels, perform QA on deployment releases

Technical support engineer specializing in optimizing the customer support life cycle for SaaS products, reducing customer churn, and converting customers into product evangelists while lowering the cost of the support overhead. “Sales lands new customers, but it’s the job of support to keep them customers.”My name is Jon, and I am a 10-year veteran support engineer in the tech industry. I’ve helped build and run technical support teams in the enterprise environment down to fledgling startups, providing customer-facing white-glove support, application development services, internal break-fix operations, and much more.

Create original technical copy to post on blogs and social media to drive organic growth.

Provide externally-facing technical support assistance.Optimized self-help funnels that cover 85% of incoming help requests, reducing support expenses by $3500 monthly.Optimized user journey through the support cycle and reduced interactions down to an average of 10 minutes.

Nexans is a global business that manufacturers and designs various data and power distribution solutions.Description: L2 support, NAM lead IT support, Jr. systems administration, product purchaser, trainer• Created processes that increased personal ticket closure rating from an average of 50 tickets per month to 130 tickets per month• Created deployment images to broaden PC hardware requirements that decreased individual PC purchase cost by $200• Created and instituted coaching and training materials for Office 365 deployment which increased user efficiency and reduced first run tickets• Updated conference rooms to modern standards for less then $5000 while deploying modern screen sharing devices with monitors and projectors

Stefanini is a global managed service provider for IT services. Description: L2 deskside support technician, local site refresh project manager Responsibilities: • Managed hardware life cycle ensuring quarterly refresh inventory was accounted for, organized, and exchanged without issue• Completed more than 55 IT support tickets per week while keeping customer satisfaction above 90%

MDU-CAE3The MDU (multi-dwelling unit) of Comcast handles technical support, sales, and billing requests for large contract customers of multi-dwelling facilities (Eg. Apartments, nursing homes, etc…)Description: L1 technical support, bulk sales and customer service

Flextronics is a global electronics manufacturer that manages services for the complete device life cycle including after sales support.SupervisorDescription: L2 technical support services for AT&T• Assisted customers with technical support while keeping customer satisfaction ratings above 90%• Created training and coaching materials that reduced device exchange rates by 10% and increased nationwide customer satisfaction ratings• Worked with manufacturers to catalog common device issues and create resolutions such as discovering a SIM card tray issue for the HTC One X, pinpointing which manufacturing facility was causing the issue, creating a fix which involved replacing the SIM tray only and reducing device refurbishment rates significantly• Utilized existing tools to create a tool to analyze CSAT ratings and customer feedback which allowed managers to pinpoint issues, identify areas of improvement, and track working trends