David Kirkaldie

David Kirkaldie Email and Phone Number

Director of Customer Service and Support at Image Owl, Inc. @ Image Owl, Inc.
David Kirkaldie's Location
Colorado Springs, Colorado, United States, United States
David Kirkaldie's Contact Details
About David Kirkaldie

Product Development and Project Management Skills, Strategic Partner Management and Contract Negotiation, Data Migration and Professional Services, Technical Support Call Center Management, Management of Cross Functional Teams

David Kirkaldie's Current Company Details
Image Owl, Inc.

Image Owl, Inc.

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Director of Customer Service and Support at Image Owl, Inc.
David Kirkaldie Work Experience Details
  • Image Owl, Inc.
    Director Of Customer Service And Support
    Image Owl, Inc. Dec 2018 - Present
    Greenwich, Ny, Us
    • Solve customer technology service issues and challenges, as well as identify opportunities to deliver outstanding support services with positive outcomes that is cost effective and scalable. • Establish customer technology support process flows, procedures, tools and performance metrics for our Service and Support Center that are customer centric and support rapid growth.• Leverage customer advisory groups, data, operations and in-field research to develop a deep knowledge of customers experiences and create a plan to delight customers with high-quality technology services and offerings.• Drive execution and configuration of customer technology support processes, tools and resources to create a seamless customer experience using various communication channels (chat, SMS, phone, email, etc..)• Remain abreast of trends and new features in customer technology services, tools and support structures to further evolve the technology support experience within the organization. • Generate customer service scorecards that provides insights and measures overall performance of the customer technology support experience.
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  • Alliance Storage Technologies Inc
    Worldwide Service Director
    Alliance Storage Technologies Inc Jun 2011 - Nov 2018
    Colorado Springs, Co, Us
    • Drive revenue and control margins for a multi-million-dollar world wide service operation while ensuring best in class service to all customers. • Provide leadership to the Service, Training, Technical Support, Integration Testing, Professional Service, and Sales Engineering teams, clearly defining and communicating roles, responsibilities, and expectations.• Develop metrics and reporting tools to provide ongoing progress and feedback to senior management and strategic partners.• Mentor and guide professional development for all employees, helping individual contributors to grow professionally and maximize productivity.• Motivate employees and create a compliant, positive, and empowering work environment that encourages communication and innovation with a primary goal to drive decision making as close to the customer as feasible. • Identify professional service opportunities and create programs to provide those services.• Manage service to sales lead program to leverage service relationships into professional services, maintenance agreement, and equipment sales leads.• Negotiate contracts, logistics, and resolve service delivery issues with service and professional services partners.• Manage competing priorities for both internal and external stakeholders and determine which projects and features should be part of the current product build and which need to be pushed to the next build.• Resolve high profile customer and partner conflicts in an ever changing environment with fast moving targets, often with incomplete information available, using input from team members, stakeholders to make rapid decisions.• Identify recurring issues, finding solutions, and creating generalized processes to resolve those issues that can be re-used across the team and product lines.• Manage escalations, bug reporting, and feature requests between the technical support team and the hardware and software engineering teams.
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  • Alliance Storage Technologies Inc
    Worldwide Service Manager
    Alliance Storage Technologies Inc Apr 2010 - Jun 2011
    Colorado Springs, Co, Us
    • Oversee day to day operations of the Technical Support and Training teams that provides best in class service to both external and internal customers.• Maintain service portfolio to meet profitability goals.• Control costs to insure maximum return on investment on all equipment, assets, and employees.• Mentor and guide professional development for all technical support employees.• Motivate technical support employees and create a compliant, positive, and empowering work environment that encourages communication and innovation. • Provide Sales Engineering assistance, integration recommendations, and technical briefs to the Sales team.• Contribute to executive management team, provide technical support input and advocacy, and provide technical insight to other department heads.• Resolve customer conflicts.• Provide direction for departmental and ISO processes.• Coordinate technical support department input on all external technical documentation such as service manuals, user manuals, administrator guides, and technical bulletins.• Manage hardware, software, and integration testing.
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  • Alliance Storage Technology Incorporated
    Escalation Engineer
    Alliance Storage Technology Incorporated Jan 2009 - Apr 2010
    Provide engineering-level support to resolve difficult and complex customer issues. Offer technical expertise and an escalation path for first-line support staff. Review site histories and past issues along with current data analysis to develop a plan of action to aid in long-term resolution of problems on hardware, software, and systems. I am accountable for following every escalation to conclusion, which may require in-depth involvement in systems, SCSI, or third party application issues. Responsible for engaging ISV's or other departments such as engineering, manufacturing, or SIT lab personnel as needed in order to reach a durable resolution. I am also responsible for project planning and crisis management.Responsible for organizing or acquiring resources required for training to include hardware, documentation, software, tools. and developing training courses as needed.Technologies and Skill Sets: storage solutions, systems integration, data migration, software testing, Linux, UNIX, storage architecture, NAS, HSM, Active Directory, SMB, CIFS, NFS, SQL databases, Firebird/Interbase, Apache, rsync, networking, DNS, DHCP, firewall, encryption, key management, RAID, storage virtualization, Cloud, Azure, Amazon S3, servers, SCSI, optical, shell scripting, Python, C, C++, Perl, AWK, VM, and Cisco AnyConnect
  • Plasmon
    Escalation Engineer
    Plasmon Apr 2002 - Jan 2009
    Us
    Provide engineering-level support to resolve difficult and complex customer issues. Offer technical expertise and an escalation path for first-line Plasmon support staff. Review site histories and past issues along with current data analysis to develop a plan of action to aid in long-term resolution of problems on hardware, software, and systems. I am accountable for following every escalation to conclusion, which may require in-depth involvement in systems, SCSI, or third party application issues. Responsible for engaging ISV's or other Plasmon departments such as engineering, manufacturing, or SIT lab personnel as needed in order to reach a durable resolution. I am also responsible for project planning and crisis management.Responsible for organizing or acquiring resources required for training to include hardware, documentation, software, tools. and developing training courses as neededTechnologies and Skill Sets: storage solutions, systems integration, data migration, software testing, Linux, UNIX, storage architecture, NAS, HSM, Active Directory, SMB, CIFS, NFS, SQL databases, Firebird/Interbase, Apache, rsync, networking, DNS, DHCP, firewall, encryption, key management, RAID, storage virtualization, Cloud, Azure, Amazon S3, servers, SCSI, optical, shell scripting, Python, C, C++, Perl, AWK, VM, and Cisco AnyConnect
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  • Eastman Kodak
    Field Service Engineer
    Eastman Kodak Jun 2000 - Apr 2002
    Rochester, New York, Us
    Eastman Kodak Company Document Imaging Division(formerly Bell & Howell DMPC)Senior Field Engineer - Denver, COMy duties included maintaining a large base of diverse robotics and optical storage equipment, selling service agreements on competitive as well as Kodak products, and providing technical assistance to other service technicians.
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  • Bell & Howell
    Field Service Engineer
    Bell & Howell Mar 1989 - Jun 2000
    Durham, Nc, Us
    Bell & Howell DMPC Senior Field Service Engineer - Denver, COMy duties included maintaining a large base of diverse robotics and optical storage equipment, selling service agreements on competitive as well as Bell & Howell products, and providing technical assistance to other service technicians.Previous positions held: Field Engineer - Ashland, ORProduct Support Analyst - Chicago, ILField Service Technician - Pleasanton, CA
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David Kirkaldie Skills

Technical Support Storage Hardware Nas Integration Troubleshooting Storage Virtualization Storage Area Networks Scsi Enterprise Storage Computer Hardware Servers Virtualization Storage Solutions Management Solution Selling Storage Management Storage Architecture Enterprise Software Professional Services Windows Product Development Leadership Data Center Cloud Computing Testing Training Channel Partners Disaster Recovery Raid San Vmware Software Documentation Project Management Unix Windows Server Sales Enablement Manufacturing Tape Libraries Technical Training Linux Iaas Software As A Service

David Kirkaldie Education Details

  • University Of Phoenix
    University Of Phoenix
    Business Information Systems
  • Modesto Junior College
    Modesto Junior College
    Electronics Technology

Frequently Asked Questions about David Kirkaldie

What company does David Kirkaldie work for?

David Kirkaldie works for Image Owl, Inc.

What is David Kirkaldie's role at the current company?

David Kirkaldie's current role is Director of Customer Service and Support at Image Owl, Inc..

What is David Kirkaldie's email address?

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What is David Kirkaldie's direct phone number?

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What schools did David Kirkaldie attend?

David Kirkaldie attended University Of Phoenix, Modesto Junior College.

What are some of David Kirkaldie's interests?

David Kirkaldie has interest in Science And Technology, Education.

What skills is David Kirkaldie known for?

David Kirkaldie has skills like Technical Support, Storage, Hardware, Nas, Integration, Troubleshooting, Storage Virtualization, Storage Area Networks, Scsi, Enterprise Storage, Computer Hardware, Servers.

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