Michael Bruce Email & Phone Number

San Francisco, Ca, Us

As Director, I lead an organization of 50+ people, prioritize elevating the Premium Plus Support Program and enhancing customer satisfaction. Lead team to implement significant improvements in the effectiveness and efficiency of support delivery, showcasing GitHub’s commitment to customers. Execute strategic vision with operational acumen, successfully navigating the complexities of Premium Plus support delivery, ensuring solutions are robust and tailored to meet customers’ needs.

San Francisco, Ca, Us

Responsible for oversight and performance of a distributed staff of industry-leading Linux Administrators answering Enterprise-level customer support requests, triaging issues, and providing solutions.▪ Manage, mentor, and coach 10 individual team members, including Support Engineers, Customer Reliability Engineers, and Senior Escalation Engineers.▪ Meet 1-1 with team members on a regular basis to develop relationship, build trust, facilitate delivery, and coach toward career growth.▪ Provide individual career development planning and guidance, prioritizing talent retainment, successfully promoting 15 ICs (and counting) in <4 years.▪ Hire, onboard, and train new team members.▪ Manage resource allocation and assignment for Premium support customers.▪ Maintain cross-team communication between Product, Support, Engineering, and Sales.▪ Leader of Premium Plus Program, forecasting optimal coverage, collaborating regularly with Premium Support Managers to maintain current delivery model, and adjusting as needed based on historical trend analysis. ▪ DRI for Premium Support working to enable Sales organization as well as Talent Acquisition, appropriately set delivery expectations and meet with prospects to help drive new account acquisition as well as employee sourcing, onboarding, and retention.▪ Work with the Premium Support Director on the development and execution of team strategy.▪ Work with Premium Support managers/teams to foster cross team collaboration.▪ Facilitate the implement new processes to improve Premium support delivery.▪ Drive real-time pivot of program alignment with customer needs by facilitating industry-leading go to market offerings proactively reducing customer downtime and raising quality experience.▪ Organize Project conception, induction, progression, and completion to grow the program in a time-manageable fashion that increases capacity model target delivery ratio.

San Francisco, Ca, Us

Managed 6 Customer Reliability Engineer direct reports for rapidly expanding Premium Plus Program▪ Managed customer escalations and Sr. leadership communication during escalations.▪ Premium Support Management required People, Program, Process, and Project managing.▪ Collected and analyzed support metrics to drive improvements.▪ Doubled team size and tripled program’s recurring revenue before promotion to Sr. Manager in <1 year.

Itasca, Illinois, Us

• Managed 10 direct reports with Software Monetization (SWM) product line to a base of over 8,000 B2B customers, including most of the NASDAQ 100. • Provided guidance and team mentoring using regular 1-1 cadence to establish trust and foster individual career growth, enabling team to consistently exceed goals via Workday (average employee tenure >7 years).• Lead day-to-day Salesforce-based Support team operations. • Coordinated issue resolution plans via JIRA and ensure all departmental commitments are adhered to (regular Product/Engineering Management meetings).• Quarterbacked replacing Skype/HipChat/Box/WebEx/Outlook mail lists with a unified MS Teams (Slack competitor) transition.• Monitored service performance against SLA requirements to ensure delivery of a value for money service to each client (Customer Satisfaction rating over 93%).

Itasca, Illinois, Us

• Managed 3 direct reports working with SWM product line in addition to Principal Engineer duties. • Acted as Support figurehead for the company, especially with Sales.• Drove Case Deflection initiative to allow customer self-service via KBs.• Generated/directed recordings to streamline internal Product Training with new/cross trained TSEs.• Divided time between individual contributor duties and grooming/growing my team to meet and exceed Support demands.

Itasca, Illinois, Us

• Reported to VP of Support. Handled special projects and unique mission-critical product escalations.• Role shifted to directly manage off-shore Support Delivery contractors sitting with Engineering. • Managed 10 local indirect FTE reports, grooming them for productive career development.• Spearheaded CRM migration from legacy Pivotal to Salesforce + Jira.• Actively trained new TSEs and guided my team to help improve metrics.• Further developed my networking with other department leaders to help expand Support's ability to facilitate customer success.

Itasca, Illinois, Us

• Reported to Director of Support. Head of product escalations and owned unique edge cases.• Moved into team leadership role, facilitating on-boarding of new recruits and guiding colleagues toward fruitful career progression.• Networking: Facilitated timely resolution of escalated situations by developing and nurturing Engineering, Product Management, Orders, Renewals, and Sales relationships. • Established regular meeting cadences within network, effectively eliminating the "black hole" effect between open issues and their related cases.

Itasca, Illinois, Us

• Moved over to FlexNet Publisher / Operations / Embedded team (SWM Product Line) troubleshooting customer issues with integrating licensing APIs into their software code bases.• Continued to accelerate growth with product knowledge and improving case resolution metrics.• Worked diligently on fine-tuning ability to spot product problems as well as messaging with customers and internal resources to further grow my product's reputation for excellent Support. • Acted as a figurehead for my team, establishing a high bar for excellence and worked to help standardize our Support offering.

Itasca, Illinois, Us

• Assisted B2B pre-release Software Developers with InstallAnywhere product integration via APIs and shared libraries (C/C++/Java).• Conversations were swift with a high level of technical detail; steep learning curve.

New York, Us

Temporary contract position. • Tested software bugs on PC/console systems. • Authored/Published test reports. • Worked extremely long hours (100+/week) completing detailed test plans.

Tokyo, Jp

Temporary contract position. Phone representative for technical support:• Responded to consumer issues in a timely and professional manner.• Diagnosed/troubleshot product issues.• Resolved basic consumer inquiries/issues utilizing scripts/solutions provided.• Elevated complex requests to Senior Customer Service Specialist as appropriate.• Categorized and prioritized call inquiries/issues.• Up-sold/cross-sold SCEA products based on consumer profile.• Provided information on promotions/incentives.• Documented services provided based on determined request type.• Assisted other representatives with technical issues - dedicated team player.

Redwood City, Ca, Us

Temporary contract position.Development and Design for EAsy Info Reporting System.• Ported the system from Visual C++ 5.0 to .NET.• Wrote the Functional Specification for the system.• Designed/Coded upgrades to the program.Phone representative for PC EA gaming technical support.• Politely talked customers through technical issues.• Assisted other technical service representatives with technical support.Responded to technical support emails.• Provided detailed explanations for customer queries.Responded to RightNow web queries.• Posted researched answers to real-time questions.Product knowledge.• Play-tested all supported software to familiarize myself with what the consumer was using.Customer quality control.• Alpha-tested software before it went to market and reported any issues.

As of March 8, 2006, Provia Software, Inc. was acquired by SSA Global Technologies, Inc. At Provia Software, I modified defects and coded new functionality for their proprietary Warehouse Management System using Informix 4GL, ISQL, and scripting languages.• Ricoh Electronics: Upgraded warning and error system to provide more specific error messages. Added multiple screens to improve user interface. Added readability to reports.• Valco Wiper Motors and Blades: Coded numerous new modules and upgrades. Most of my work while at Provia dealt with Valco issues.• Utilized ISQL for database access to troubleshoot user issues with software.• Developed general and advanced UNIX skills and techniques.Serviced customer needs as the on-call service engineer.• Responded to pages from call service when customers called during non-business hours.• Worked over the phone with customers to resolve issues varying from simple data updates to minor code changes on the fly to re-initializing complete system crashes.

Kawasaki, Kanagawa, Jp

Utilized Delphi 4 to maintain and upgrade existing Roseville Planning and Shipping system.• Sort/Shipping: Augmented this module to improve the labeling scheme.• International Shipping: Completed two projects with this module. The first involved incorporating a 3-D bar code into the label. The second involved upgrading the user interface to provide easier data access.• Domestic Shipping: Modified the module to add simultaneous multiple users.• Finished Goods Shipping: Upgraded the entire module to incorporate a 3-D bar code label and generally clean-up the code.• Planning: Designed and coded upgrades to the user interface.Wrote highly detailed and specific software Engineering specifications (both procedural and functional) for the Plant-wide IT Engineering request system.• Designed multiple entity relationship diagrams to bring the project to 3rd normal form.• Used Microsoft Word, Excel, and Adobe Photoshop to illustration the specifications.• Developed Microsoft Project plans to coordinate with dependent projects.Wrote numerous Crystal Reports for Document Control.Trained employees on web page design using Microsoft FrontPage 2000.