Leon Hester Email & Phone Number

Denver, Colorado, US

New York, NY, US

• Attained internal set goals and dealt with actionable system development to ensure on-boarding experience for customers as per their investments. As well as, I oversaw the development of KPIs, processes, and tools.
• Contributed to the success of company progression by optimizing customer retention of 90%+.
• Played a key and integral role as a strategic leader for the North American Customer Success team.

San Jose, CA, US

• In this role, I delivered active support in the operational strategy & development, life-cycle, and maintenance of all existing high-valued service delivery controls that influenced Cisco’s customer business success..
• Recognized as "player-coach" for supervising a global team of engineers that coordinated closely with internal business units, key stakeholders, and customer advocates to ensure resiliency with customers' networks.
• Delivered support in the delivery that enhanced the customer support engagement and lowered the mean time to solve issues.

Colorado Springs, Colorado, US

• During this employment period, I served as a global leader for Violin's L2 and L3 technical support organization and Services Account Managers. Also, I produced a Center of Excellence (CoE) to create customer-centric.
• Resolved critical customer issues by interacting closely with internal teams, including engineering/QA, operations, product management, professional services and sales.
• Attained recognition for improving customer CSAT to average of 5 stars.
• Grew this CoE by establishing its members to act as trusted advisers in regards to all customer facing functions.
• Secured new business opportunities by creating a model of enterprises trust and partnership with the sales organization.

San Jose, California, US

• In this company, I served as leader of 400+ managers and engineers that provided escalation support for all level-two(L2) engineers, and third-level (L3) support for authorized support partners in different languages.
• Delivered a complete life-cycle experience for our top customers with portfolios represented $3.6B in annual maintenance revenue as worldwide leader for Global Success Managers (GSM).
• Oversaw a team of trusted advisors that offered customer's documented usage, account level summaries, QBR & report cards, closed-loop customer feedback, and references of customer fitness.
• Executed "specialized" model to ensure the delivery of subject matter experts to customers earlier-on in the support experience, resulting leading in to increased customer satisfaction.
• Acknowledged by top management for attaining a 93%+ ARR retention rate.

San Jose, California, US

• Responsible for managing an international team of managers and engineers with the responsibility of supporting English speaking customers in the Americas (USA, Canada, LATAM)
• Team consisted of field escalation resources that provided onsite support of high level engineers to augment the remote support center
• Leader of Support Account Manager (SAM), fee-based resources, that provided an experience for the end customer to drive best practice adherence, augment customer direct support staff and proactive recommendations
• Leader of field based escalation managers who were direct managers of Field Support Engineers (FSE) and Field Escalation Specialists (FES).

San Jose, California, US

• Responsible for managing an international team of managers and engineers with the responsibility of supporting English speaking customers in EMEA (Europe, Middle East & Africa) and in the Americas.
• Provide leadership to a team of four managers and 35 employees in the areas of Technical Support, Escalations and Customer Service.
• Was recruited specifically to develop and implement a Midnight shift team that would complete the creation of a 24x7 support center.
• Management participation in consolidating from a “Follow the Sun” support model to a 7x24 Flagship site with “Language Specialty” satellite centers. During this effort we closed 2 locations and relocated approximately.
• Architected a team of managers and engineers who developed an internal Chronic process to isolate problematic issues in the field. This team partnered with the Technical Global Advisors, Software Engineering and.

Basking Ridge, NJ, US

• As a Manager (5 years):
• Responsible for managing a staff consisting of 15 engineers, with required security clearances, dedicated to supporting the United States Postal Service's (MNS) network operations center, which includes: - 7x24.
• Primary Management Contact for Midnight Shift, VSAT and Dial up service and alternate management contact for the Day Shift and Swing Shift consisting of an additional 30+ engineers supporting the customer’s operations.
• The primary network operations liaison and point of initial management escalation for the USPS customer, MCI and various local exchange carriers.
• Providing 1st level managerial escalation support for a center that averages over 3,000 trouble tickets per month, an associated 2000+ customer calls while maintaining a 96% proactive stance on network.
• Client server support of internal customers supporting the United States Postal Service’s nationwide network.

• Team Lead of Network Engineer and Implementation Engineer resources through customer projects from beginning to completion
• Performed technical site-surveys, generate system proposals and document technical infrastructure configuration.
• Designed and implemented network infrastructure.
• Conducted technical on-site training as needed Assist VARs/Site IT staff with site-surveys and system proposals.
• Ensured the resolution of issues through communication, follow-up and escalation.
• Worked cooperatively with other HealthMatics personnel, including Development, Quality Assurance, and Customer Service.

• Team member of a premier support team supporting the U. S. Postal Service’s infrastructure from a centralized location using a number of Microsoft’s Back Office tools and a number of third party software.
• Project Manager of a number of various projects from the start to finish.

Armonk, New York, NY, US

• Solution Manager for a team of 15 technicians and network specialists.
• Responsible for network connectivity support of all workstation, printers, and servers in a Ethernet and token-ring environment which use multiple protocols and network operating software, such as Pathworks, NetWare.
• Position requires knowledge of desktop, mobile, and various network topologies in a client server environment.

• Functional supervisor of eleven (11) computer / junior operators
• Operated mainframe and minicomputers, laser printers and associated peripheral equipment
• Performed routine troubleshooting and preventative maintenance on hardware
• Performed backups (daily, weekly, monthly)