Michael Debernard Email & Phone Number

California, United States

Developing Technical Support and Customer Success Teams for Database Support, Data Warehousing, Developer Tools and REST API. Managing remote teams using a combination of FT and contract positions with team-members in six continents• Created “Learn, Do, Teach” programs to advance employee skills, reduce turnover, develop managers and team leads within technical support organization• Established employee development courses and “boot camps” to grow individual employee skills, reduce turnover, develop managers and build leaders within the support organization• Salesforce.com CRM implementation team lead for technical support department• Continually review and improve support team process quality and customer communications increasing customer satisfaction annual results to 97%

San Francisco Bay Area

Technical Support Manager - 2008-2015Tier 1 Licensing Manager - 2006-2008Managing global database and developer tools technical support teams with employees in five continents• Built new startup technical support departments in Romania in 2008 and Spain in 2012• Developed product quality metrics report for product managers, development team and sales management to highlight areas of product quality and target customer bugs and feature enhancements• Enacted new business processes to bolster customer retention and renewal revenue• Company purchased by Idera, Inc in 2015

San Francisco Bay Area

Managed daily operations and customers service team for wholesale design distributor• Launched startup order entry and customer service team • Established dedicated service process directed at client’s individual needs to maintain high customer satisfaction• Developed new business outlets and negotiated contracts for new retail locations • Implemented paperless operation flow from customer order to warehouse distribution• Improved employee productivity by developing specially designed training classes•

San Francisco Bay Area

Managed the on-site Kelly Services temporary staffing branch for the UCSF Medical Center• Implemented start up on-site staffing branch from contract negotiation to full service operation• Achieved $4,000,000 in billings within the first 12 months.• Top branch for the region four consecutive quarters and Branch of the year honors in 2001• Placed over 700 employees into temporary positions and transitioned over 200 employees into permanent positions • Saved UCSF Medical Center over $500,000 annually in cost reductions for recruiting and temporary placement• Presented quarterly usage reports to senior Human Resources and Purchasing department managers