Kevin David Email and Phone Number
Toronto, ON, CA
Kevin David's Location
Mississauga, Ontario, Canada, Canada
Kevin David's Contact Details
Kevin David work email
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Kevin David personal email
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Kevin David phone numbers
About Kevin David
I am an results driven individual with experience in a variety of environments including start-up and corporate/Fortune 500. I bring the following experience to any environment:· Over 20 years of experience in a variety of technologies including Windows, Linux, UNIX, macOS, iOS, Android, MDM, and Encryption. · Over 15 years of experience in managing staff counts as high as 70+ both locally and overseas. Responsibilities included coaching, mentoring, recruitment, retention, supervision, and separation of staff· Over 10 years of implementing processes, procedures, and solutions to improve the customer experience. · Over 10 years of experience in developing and delivering training to a variety of audiences· Over 10 years of experience in developing documentation to assist a variety of audiences· 2 Years of experience in ISO 9002 process development and implementation
Kevin David's Current Company Details
Itc Systems
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Director Of Customer Support and Quality Assurance
Toronto, ON, CA
- Website:
- itcsystems.com
- Employees:
- 58
Kevin David Work Experience Details
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Director Of Customer Support And Quality AssuranceItc SystemsToronto, On, Ca
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Director, Global Technical SupportWinmagic Nov 2016 - PresentMississauga, 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 of information to Technical Support so that customers are better supported. · Introduced and implemented metrics such as having a quarterly goal of an abandon rate of 5% or less and having 95% of calls answered in 60 seconds or less to improve the customer experience. · Implemented call recording software to facilitate call monitoring and call quality screening for agent development. · Implemented a new incentive plan for Tech Support Agents that is directly tied to customer satisfaction. · Implemented a Call Handling Script to ensure consistency in customer interactions.· Championed enhancements to Salesforce to allow it to better work for Technical Support agents and for customers. · Redesigned the CSAT surveys using NPS scoring to ensure higher participation rates and feedback that directly relates to the support experience. This success of this led to a Survey Monkey Case Study. · Assisted in creating a uniform set of SLA’s for the business globally tied to the level of support that a customer purchases. · Developed an escalation process that encompasses customer complaints from social media, direct complaints to other company stakeholders, & direct complaints to Technical Support. The goal of this process is to identify gaps and to provide a uniform way of addressing customer complaints.· Participated in the WinMagic Secure Speak Blog where I wrote about various customer experience topics for an external audience.- Negotiated agreements with Dell Canada & Panasonic Canada to facilitate testing & compatibility between their hardware & WinMagic products. -
Senior Manager, Technial SupportSoti Inc. Apr 2014 - Oct 2016Mississauga, 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 between team leads and technical support agents to ensure individual and team goals were being met. · Introduced and implemented metrics such as having a weekly goal of an abandon rate of 5% or less to a weekly goal of having 95% of calls answered in 60 seconds or less to improve the customer experience. · Introduced and implemented a 24/7 support structure for customers by utilizing staff in Canada, Australia, India and the UK. · Ensured that processes and procedures within all of tech support locations globally were the same to ensure a consistent customer experience regardless of whom a customer speaks to.· Introduced and implemented the Customer Experience Team to ensure that "white glove" levels of support are provide to customers that require it. · Introduced and implemented the OEM Relationship Technical Team to ensure that OEMs that work with SOTI are fully supported from a technical standpoint. -
Manager Key Accounts, ServiceNatus Medical Jun 2013 - Apr 2014Middleton, 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. -
Manager, Technical ServicesNatus Medical Aug 2010 - Jun 2013Middleton, 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• Ensured established key performance metrics were achieved.• Acted as an escalation point after hours and on weekends.• Performed call reviews for QA purposes and employee coaching and development.
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Team Lead - Technology Support Operations CenterRoute1 Jan 2010 - Aug 2010Scottsdale, 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• Performed health checks on the MobiNET Infrastructure• Responsible for co-ordinating responses to critical issues with MobiNET and DEFIMNET• Responsible for purchasing and deploying new PCs as well as moves, adds, and changes• Responsible for the internal phone system• Responsible for deploying and supporting Blackberry devices and the corporate BES server -
Senior Support SpecialistRoute1 Jul 2005 - Jan 2010Scottsdale, 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• Managed inventory of Route1 products• Defined escalation processes for the call center, as well as policies and procedures• Configured phone switch for the call center including defining skill-set based routing and voice messages• Performed testing on Parallels Desktop for Mac to ensure compatibility with Route1 products
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Sales And Support Rep.Intuitive Solutions Group Inc Feb 2005 - Jul 2005Markham, 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 • Performed technical verifications for all customer orders• Sold Apple Macintosh computers, HP PC products and related accessories to corporate clients -
General ManagerNorth Star Computer Ltd Sep 2004 - Feb 2005• 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 • Resolved customer issues• Performed in-depot, telephone and on-site technical service for business and consumer customers• Sold Apple Macintosh computers, Acer PC products, and related accessories to retail and corporate clients
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General ManagerCanadian Computer Jun 2002 - Sep 2004Oakville, 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• Responsible for all advertising and marketing • Directed redevelopment of canadiancomputer.com• Resolved customer issues • Performed in-depot, telephone and on-site technical service for business and consumer customers• Sold Apple Macintosh computers, accessories and professional services to retail and corporate clients -
Solutions Consultant (Contract)Compusmart Hamilton Feb 2002 - Jun 2002• 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 -
Consultant (Contract)Metro Toronto Housing Authority Jul 2001 - Sep 2001• Wrote RFP for a thin client server farm and determined ideal server farm configuration• Defined purchasing process and assessment process
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Director – Information TechnologyNelvana Jan 2001 - Jun 2001Toronto, 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 from MS Outlook or a phone)• 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 -
Manager – Technology Planning & SupportMetro Toronto Housing Authority Jul 2000 - Jan 2001• 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 programming and most of the support of the Housing Management System (an ERP system much like SAP that runs on Sun hardware and a UNIDATA database)• Provided second level helpdesk support• Defined policies and standards from an IT perspective for the MTHA• Evaluated and integrated new technologies into the IT infrastructure• Trained users in a variety of software including MS Office 97 and PalmOS
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Pre-Sales Technical Support Specialist (Working For Compaq Canada)Sitel Canada Feb 1999 - Jul 2000Miami, 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 servers, e-mail servers, Windows CE Based PDA’s, and fault tolerant server environments. If requested, detailed configurations would then be created. All info would then be tracked in Siebel 99.• 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. -
Manager, Configuration CenterMerisel Canada Dec 1997 - Jan 1999Us• 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• Worked with IS group to customize SAP to allow configuration processes to be passed from sales staff to configuration staff -
Help Desk Support Rep. (Contract Based At The Toronto Star)Geac Canada Ltd. Jun 1997 - Oct 1997• 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
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Technical Support ManagerMicrowarehouse Canada Ltd. Sep 1996 - Jun 1997• 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)
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Owner/OperatorKilroy Systems And Software/Akedi Computer Consultants Jan 1986 - Sep 1996• 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
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Computer Teacher / Computer Support PersonRunnymede Public School Nov 1993 - Jun 1996• 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 Board Of Education school system. (video available upon request)• 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, Internet set-up and training, and educational software implementation.• Responsible for hardware and software procurement, and asset management
Kevin David Skills
Troubleshooting
Servers
Computer Hardware
Enterprise Software
Software Documentation
Team Leadership
Management
Windows
Microsoft Exchange
Windows Server
Quality Assurance
Testing
Databases
Customer Service
Salesforce.com
Training
Network Administration
Help Desk Support
Problem Solving
Microsoft Office
Linux
Virtualization
Vmware
System Administration
Switches
Security
Call Centers
Html
Customer Satisfaction
Customer Relations
Quality System
Process Engineering
People Management
Dns
Mentoring
Negotiation
Vendor Management
Os X
Budgets
Blackberry Enterprise Server
Mac
Consulting Experience
Security Clearance
Iso
Quality Systems
Mac Os X
Call Center
Documentation
Budgeting
Vendor Relations
Frequently Asked Questions about Kevin David
What company does Kevin David work for?
Kevin David works for Itc Systems
What is Kevin David's role at the current company?
Kevin David's current role is Director Of Customer Support and Quality Assurance.
What is Kevin David's email address?
Kevin David's email address is ke****@****oti.net
What is Kevin David's direct phone number?
Kevin David's direct phone number is +190562*****
What skills is Kevin David known for?
Kevin David has skills like Troubleshooting, Servers, Computer Hardware, Enterprise Software, Software Documentation, Team Leadership, Management, Windows, Microsoft Exchange, Windows Server, Quality Assurance, Testing.
Who are Kevin David's colleagues?
Kevin David's colleagues are Chandra Rai, Alex Fairweather, Stephanie Damgaard, Peggy Bangert, Lisa Buell, Cynthia Bolton, Chia Chung.
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