Keith Mullen Email & Phone Number

San Jose, California, United States

• Respond to customer/ user requests via phone, email, chat and ticket queue• Responsible for NOC Admin and Ticket Dispatch to appropriate technician• Install /setup/ update of Windows Operating System and various applications, according to customer specifications• Responsible for onboarding setup of user hardware, as well as offboarding decommissioning• First and second level remote support of printers, mobile devices, desktop, laptops, tablets• Create new and resolve current user and/ or email account issues in Active Directory, MS Azure, Microsoft 365

Santa Clara Ca

• Respond to customer/ user requests via phone, email and ticket queue• Created asset tracking system procedures• Responsible for Dispatch of Field Technicians• Install /setup/ update of Windows Operating System and various applications, according to customer specifications• Remote Support of printers, telephones, desktop, laptops, tablets, servers• Create and Resolve User account and/ or email account issues in Google Workspace, Active Directory, MS Azure, Microsoft 365

San Jose, Ca

• Provide second and third level support via ticketing system, phone, email and chat• Created Technical Documentation to provide team members and clients with clear, accurate and easy to follow instructions• Escalation point for all L1/ L2 team members• Reported on Logistics Support and collaborated with the team to deliver resolutions quickly and efficiently

Santa Clara, Ca

Responsible for conceptualizing Clients’ needs, identifying technical requirements, and implementing solutions accordingly. • Designed and implemented an open- source CRM solution for a local non-profit, creating a new business flow to address process simplification and elimination of redundancy• Created an MS Excel based invoicing system for a small local IT service business, allowing for a 25% decrease in accounting expenditures, while increasing collections by 20%

San Jose, Ca

Provided end- of- life care to an elderly family member for approximately 16 months. Responsible for managing appointments, schedule of medications and management of home and finances. Coordinated communications with Medical, Pharmacy, Dietary, Legal and Hospice staff.

San Jose, Ca

Provided expertise, operational leadership and direction in the review, documentation, presentation, design and implementation of business process and policy revisions related to the services and specific product functions as assigned.• Managed key relationships with industry leading business and technology partners, and the U.S Federal Government, including product training, development, and releases• Recognized and awarded for creating a Canadian version of our SaaS platform, capturing 25% of the Canadian Appraisal Market by our product• Initiated the switch from Salesforce to an open-sourced CRM which resulted in a cost savings of roughly $25,000 annually• Migrated from Co- Location facility to Cloud Services resulting in $32,000 cost savings annually• Developed business case justifications and cost/benefit analytics for new IT initiatives• Oversaw provision of end-user services, including Help Desk and Technical Support services• Benchmarked, analyzed, reported on, and made recommendations for the improvement and growth of the IT infrastructure and IT systems

San Jose, Ca

Planned, executed and supported the North American business strategy and product management, gathered requirements; management of existing applications; development and deployment of new technical solutions.• Recognized for leading the design and implementation of new government data gathering standards• Communicated with manufacturers regarding quoting opportunities and work with sourcing team to negotiate pricing at various points in the product development cycle for both new and existing products• Coordinated change schedule with Technical Support, Development, Sales and Marketing departments• Collaborated with designers and engineers on products in development, and provided feedback on design and concept directions• Orchestrated the drafting, updating and executing of quality assurance policies and procedures• Identified training needs and organized training interventions to meet quality standards• Managed ongoing product lifecycle for products within assigned categories• Created and managed schedules and timelines for new product development

San Jose, Ca

Recruited, hired, managed, trained and mentored the Technical Support and Customer Operations teams, as well as built a Knowledge Base, implemented both a CRM solution, as well as a VOIP solution, and packaged all enterprise software products for global distribution.• Exclusive Support contact for company's largest clients, including the U.S. Government• Final escalation point for all stakeholder issues, internal and external, pre- sales and post- sales• Drafted statistical analysis of technical support calls and KPIs, allowing for a 300% increase in overall performance• Implemented “close the loop” strategy to insure consistent follow-ups to ensure that tasks are completed and milestones are reached• Created technical escalation procedures and Customer Service policies• Designed policies and procedures which resulted in average support call duration of less than 5 minutes