Marcel Lemmen Email & Phone Number

Mijdrecht, Ut, Nl

Heiloo, North Holland, Netherlands

As Technical Support Manager I am responsible for a team of Support Engineers.Key Achievements:• Reintegrated multiple engineers from long-term sick-leave• Defined the Support Escalation Process• Created multiple data reports to provide insight in staffing and efficiencyKey responsibilities:• Day-to-day people management activities• Manage critical escalations• Identify and run improvement projects

Amsterdam Area

As Senior Technical Support Manager in CFTS (Customer Focused Technical Support) I was responsible for a team of highly skilled support engineers servicing our top customers at Juniper. Key Achievements:• Created full financial insight for the Global CFTS department• Rated most successful manager by engineers for two years in a rowKey responsibilities:• Day-to-day people management activities• Define and execute on CFTS performance KPIs • Manage critical escalations• Identify and run improvement projects

Amsterdam Area, Netherlands

As Technical Support Manager in CFTS I am responsible for a team servicing our top customers at JuniperKey responsibilities are:• Day-to-day people management activities, ensure we operate an energised and highly technical team• Define and execute on CFTS performance KPI's• Manage critical escalations for my assigned customers• Identify and run improvement project for the CFTS department in EMEA

Amsterdam Area, Netherlands

As a Service Delivery Assurance Manager I am responsible for assuring top of class Customer Service experience to and from the key Global Alliances of Juniper.Key responsibilities are:• Assure and Improve Customer Service Delivery for key Global Alliances• Manage critical escalations for key Global Alliances• Define and execute on performance KPI’s

As an Escalation Program Manager I am responsible for:• Managing Extreme's Critical Account Program accounts• Managing Extreme's PSP Foundation Services accounts• Creating SOW for Professional Services EngagementsTypical tasks would include:• Extensive communication with the customer• Providing Management updates• Creating Stabilization plans• Manage Internal and External resources• Creating detailed overviews for customers which include Service Request history, Product Defect tracking, etc• Active member of Extreme's Services Extended Leadership team

As a Level 2 Technical Support Engineer I am responsible for providing excellent customer support on Extreme Networks equipment. Some of my responsibilities include:• Assist customers with urgent and complex issues• Reproduce customer issues in our lab environment• Escalate reproducible issues to our Engineering department• Maintain strong customer relationships• Onsite visits for troubleshooting• Wireless Champion, go-to person for Wireless questions• Handle escalated accounts and resolve their technical issues while keeping upper management informed• Maintaining internal TAC Web servers• Visit customers as part of our Professional Services offering• Act as Team-lead when our EMEA TAC Manager is unavailable

Amsterdam Area, Netherlands

Maintaining both servers and the core network of Support Net, a Business-to-business ISP in the Netherlands.

Selling computers and computer hardware to customer in the store and at conventions. Also assembling computers in their workshop.

Bachelor Of Information And Communication Technology, Business It & Management

Activities and Societies: Minor in Business IntelligencePart time education after work

Computer Science