Kevin David Email & Phone Number

Toronto, ON, CA

Mississauga, Ontario, CA

· Managed a global team of Technical Support agents located in Canada, India, Germany & Japan with a staff count of 20+· Increased Technical Support agents in Canada to better handle support requests from the customer base and to lower the volume of work that each Technical Support agent is expected to do.· Worked with other departments to enhance the flow.

Mississauga, ON, CA

· Managed a team of four Regional Managers in UK/EMEA, Latin America, North America, and Asia Pacific who under them have Technical Support professionals in six countries that total 70+ people.· Introduced and implemented call quality screening as a means to improve the quality of customer interactions. · Introduced and implemented one-on-one coaching.

Middleton, Wisconsin, US

• Responsible for the top 40 Natus Neurology customers in the US and Canada from a technical support standpoint.
• Acted as an escalation point for serious customer issues - Assisted in new product introductions so that service (both technical and field service) can support a product upon release.
• Responsible for the training needs of the technical services and field services groups so they can better help customers.
• Successfully managed from start to finish a limited market release of Neuroworks to confirm the resolution of a serious customer facing issue in accordance with internal and FDA processes.

Middleton, Wisconsin, US

• Oversaw and maintained department scheduling and workflow including after-hours support.
• Participated in the identification and implementation of tools/applications that increases telephone support capabilities.
• Supervised telephone support specialists numbering 20
• Recommended new processes to enhance customer satisfaction
• Resolved customer technical issues with Xltek, Stellate, and Biologic neurology (EEG and Sleep) products via phone and e-mail
• Facilitated knowledge transfer and learning opportunities among team members and across the department

Scottsdale, Arizona, US

• Responsible for all staff working within the Technology Support Operations Center including training, scheduling, mentoring, hiring and firing.
• Defined escalation processes for the call center, as well as policies and procedures for customer issues
• Managed the use of Salesforce within the Technology Support Operations Center
• Served as tier 2 support for Technology Support Operations Center staff
• Provided pre-sales customer support
• Performed training of external customers and staff

Scottsdale, Arizona, US

• Answered customer support questions for Route1 products in a call center environment and after hours
• Defined shipping processes, negotiated preferred pricing with courier companies, researched and resolved customs related issues
• Devised methods and built hardware to rapidly build Route1 products and documented their use for assembly staff
• Created support documentation for internal use and for publication on Route1.com for external customers as well as for in box documentation.
• Performed usability and beta testing on Route1 products and back end systems
• Conducted product training sessions for the sales staff and resellers

Markham, ON, CA

• First point of contact for all incoming sales and support calls
• Responsible for inventory planning, acquisition, pricing, and price protection
• Responsible for preparation of all quotes to customers
• Dispatched service technicians
• Managed service parts ordering for warranty and non-warranty claims
• Performed accounts receivable collection activities

• Responsible for the scheduling of all employees
• Responsible for inventory planning, acquisition, pricing, and price protection
• Enhanced the service department to provide one day turnaround where possible
• Introduced corporate sales group in Toronto
• Directed redevelopment of northstarcomputer.ca
• Introduced Acer PC products into an environment that was previously Apple only

Oakville, Ontario, CA

• Led and directed all Canadian Computer staff
• Created and directed initiatives that increased gross margins above 10% and increased sales 12% year over year
• Responsible for inventory planning, acquisition, pricing, and price protection
• Enhanced the service department to provide consulting, integration, and “break/fix” services
• Introduced service contracts for corporate clients which increased store revenues
• Recommended new areas of potential growth for the business

• Developed and maintained strong business relationships with corporate accounts
• Assisted other sales staff with technical issues
• Responsible for the sale of computers and related items, network hardware and related items, and professional services. Examples of solutions include servers, desktops, configuration services, & service contracts.
• Prepared proposals and statements of work for technology solutions
• Resolved customer issues when required

• Wrote RFP for a thin client server farm and determined ideal server farm configuration
• Defined purchasing process and assessment process

Toronto, Ontario, CA

• Responsible for a computer infrastructure consisting of about 1100 users and diverse functions such as file and print services to animation rendering (for television shows)
• Developed strategic plan that included the purchasing strategies, future hardware upgrades and other strategies that would make the environment easier to administer
• Directed and assisted in deployment of Microsoft Exchange 2000 Enterprise messaging system and integrated it with a Nortel phone system to provide unified messaging capabilities (Voice Mail, E-mail, and Fax accessible.
• Supervised help desk staff (made up four people who handle standard help desk functions and two people who supported animation related functions) and network support staff totaling two and defined help desk policies
• Responsible for the upgrade and upkeep of server hardware (numbering 14 in the file and print side and 35 in the rendering side) and related Operating Systems

• One of three managers reporting to the CFO who were responsible for a computer infrastructure consisting of about 900 users
• Developed strategic plan for IT infrastructure that included a plan to merge the IT environments of Metro Toronto Housing Corporation with the city owned Toronto Housing Corporation
• Developed budget forecasts for future growth ($1 million)
• Managed staff of two who provide second level technical support. One was a technical specialist responsible for hardware and operating system support. The other was a database admin who was responsible for some of the.
• Provided second level helpdesk support
• Defined policies and standards from an IT perspective for the MTHA

Miami, FL, US

• Answered small/medium business and enterprise pre-sales support questions and helped them to make purchasing decisions both in a call center environment and on site with customers. Examples of solutions include web.
• Assisted customer relations staff in resolving issues.
• Developed training material and used it to train other staff in the areas of Compaq commercial, consumer and server products
• Responsible for bi-weekly e-mail that informs department staff (numbering 150) about industry news and trends and new products. (Samples available upon request)
• Worked with IS group to enhance functionality in Siebel 99
• Provided a limited amount of first level technical support for certain F500/FP100 customers.

US

• Built and supervised technical team to configure Intel and Macintosh computers for Merisel customers totaling four (three technicians, one ISO administrator)
• Budgeted for departmental growth
• Configured Windows and Macintosh computers and servers for Merisel customers
• Worked with Merisel customers and Merisel sales staff to develop unique solutions
• Implemented and achieved ISO9002 standards within the configuration center
• Created asset management reports for customers upon request

• Troubleshooted problems in the Netware, Macintosh, and Windows environments
• Implemented Internet server on the Macintosh platform that provided Macintosh troubleshooting information
• Consulted with Eye Magazine on new Macintosh purchases and negotiated with IT hardware vendors for pricing based on volume on their behalf
• Installed new computers (Macintosh & PC) for Toronto Star staff
• Created user documentation (samples available upon request) and provided training for Macintosh users at The Toronto Star And Eye Magazine

• Answered customer support questions in the Macintosh environment in a call center environment and configured customer computers
• Supervised telephone help desk and configuration staff totaling three and one technician
• Supported sales staff by answering their technical questions and providing information
• Worked with the customer service department to resolve customer service issues
• Created end user documentation for troubleshooting Macintosh computers that were responsible for dropping the average call time from 11 minutes to three minutes (samples available upon request)

• Provided consulting services to home and business users
• Supported a variety of platforms including Intel, Macintosh and NetWare
• Sold computer hardware and software
• Prospected and managed accounts

• Taught BASIC and HTML programming
• Taught Runnymede P.S. School students the required skills to implement the school’s World Wide Web Home Page and promoted it at the 1996 Canadian National Internet Show. This home page was the first in the Toronto.
• Controlled class of 8 - 14 year old students in an after school environment and supported a mixed environment of Macintosh and PC computers including installation, user training, Netware network administration.
• Responsible for hardware and software procurement, and asset management