Along with many other tasks, I oversaw and led all operational duties for the Autotask PSA service team during the establishment of a new center of excellence. One of my key assignments in this role is to focus on overseeing service assignments, monitoring team performance, and implementing processes to enhance efficiency and customer satisfaction without direct product involvement.My top achievements within this role are the following:• Spearheaded the establishment of a new center of excellence, now the primary support hub for Kaseya's product suite.• Boosted team CSAT by 20% and reduced Average Resolution Time (ART) by 1.5 days within the first two months through effective management and tailored coaching initiatives.• Established two operational support teams from inception, including executing all resume evaluations and recruitment personally• Managed both KB manager and service manager roles concurrently, while awaiting replacement, a process that lasted approximately three months• Transferred to current location from CT after nearly decade of dedicated service at Datto.

During this time period, I directed a team of remote knowledge base writers to manage development and maintain comprehensive documentation for BCDR and SaaS products. I was tasked with product management and engineering teams to validate and release product notes and articles, showcasing an advanced understanding of technical concepts and product specifications.Below listed are my key accomplishments within this role:• Established and managed kanban workflow in Jira, while ensuring strict version control using Git for effective collaboration and project management.• Led migration of knowledge base data from zendesk platform to Salesforce, while streamlining documentation processes for smooth knowledge transfer.• Implemented Madcap Flare as editing software and GIT as source control.• Provided training to writers on software use and best practices.• Utilized JIRA and implemented kanban process for managing KB work through JIRA tickets.

During this tenure, I managed all initiatives and non-support procedures for both on-site and remote level three support team members using Kanban/Jira, while guaranteeing efficient workflows and punctual project completion. I led and coordinated team gatherings and events involving on-site and remote level three technicians as well as multiple stakeholders.Some of my key accomplishments included:• Enhanced support response and decreased device RMA by 15% through the utilization of technical knowledge to gather and assess critical technical and support information, while overseeing and directing the development of an incident analysis system.• Spearheaded implementation of the Incident Analysis process, while facilitating collaboration between Level 3 technical support team (Elevated Support) and Level 1 support by reviewing selection of tickets/incidents.• Collaborated with Level 3 support to integrate and leverage scrum methodology for their scripting projects evaluated by the development team and incorporated into device images as diagnostic scripts for troubleshooting.

In this role, I diagnosed and resolved complex issues, including CLI-based troubleshooting, log analysis, and network diagnostics for Windows server backups. I coordinated with team members to oversee disaster recovery scenarios, handle device errors, and ensure seamless backup functionality through detailed system checks. I performed root-cause analysis for device and network issues on Linux-based BDR systems, using CLI and error log reviews to identify and resolve technical faults. I delivered direct support for the virtualization of backup images on BDR devices in server-down scenarios to ensure minimal downtime for client systems.My top achievements within this role are the following:• Advanced to the role of Team Lead from level 1 technician in under a year by applying technical expertise to support Datto’s Linux-based Backup and Disaster Recovery (BDR) units.• Called on to lead a newly created support team dedicated solely to ensuring business continuity and restoration during site down/server down disaster scenarios.

Provided seamless customer care while resolving complex customer subjects, inquiries and concerns referred by CSRs, management and through other customer contact avenues. Extensive knowledge of and the ability to support Bright House Networks products Provided support to Customer Care and surrounding departments to assist in exceeding overall customer satisfaction. Resolved complex technical matters involving cable TV, High Speed Internet, and Home phone service via submissions from Incoming Calls, Chat client, uniFORM tickets, We Care Tickets & other contact sources. Provided customer support for inquiries including technician scheduling, property damage concerns and any other ongoing customer or network related matter. Assisted in the resolution of inquiries or concerns referred by the “Office of the President”, FCC, BBB, etc.