Michael Custer Email and Phone Number
IT Manager | Service Desk Supervisor | Technical Support Manager | Delivering high-level technical support and exceptional customer service. Expert managing IT teams, enhancing service processes, and driving excellence. at
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B GARAGE
Dublin, CA, US
Michael Custer's Location
Dublin, California, United States, United States
Michael Custer's Contact Details
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About Michael Custer
With over 20 years of experience in Information Technology, I bring a wealth of expertise in managing service operations, technical support, and team leadership. At Milestone/Workday, I successfully managed global support teams, enhancing performance metrics through strategic planning and process optimization. My role involved coordinating resources, handling escalations, and providing high-level technical assistance to ensure seamless operations and client satisfaction. I developed a multi-channel SLA dashboard to track team performance, demonstrating my commitment to operational excellence.Previously, as an Associate Director at SiriusXM/AdsWizz, I led the US Technical Support team, optimizing support processes and improving customer relations. I managed a diverse team across different regions and was instrumental in creating a robust KPI and goal tracking system. My role involved acting as a single point of contact for key customers and facilitating communication between customers and engineering teams to resolve complex issues.My experience extends to Salesforce, where I led the EMEA Techforce team, managing ticket queues, case metrics, and global asset management. I also played a key role in developing Techforce KPI dashboards, which were used by global management to track key metrics. My leadership in creating and maintaining global SME SOPs and improving escalation processes underscores my dedication to process improvement and team development.In previous roles at Demandware, Kendle International, Hotwire.com, and Art.com, I have consistently demonstrated my ability to manage technical support, lead teams, and improve processes. My accomplishments include creating global asset management and procurement systems, leading Zendesk overhaul projects, and establishing executive support channels.I am passionate about leveraging my technical skills and leadership abilities to drive success and exceed expectations. My career has been marked by a commitment to delivering exceptional service, optimizing processes, and leading teams to achieve their full potential.#ITOperations #Leadership #CustomerExperience #ProjectManagement #TechnicalSupport #KPIManagement #ProcessImprovement #TeamManagement #CloudServices #MicrosoftAzure #SaaS #Zendesk #ITIL #GlobalSupport #ServiceDesk
Michael Custer's Current Company Details
B Garage
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IT Manager | Service Desk Supervisor | Technical Support Manager | Delivering high-level technical support and exceptional customer service. Expert managing IT teams, enhancing service processes, and driving excellence.
Dublin, CA, US
- Website:
- bgarage.ai
- Employees:
- 87
Michael Custer Work Experience Details
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B GarageDublin, Ca, Us
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It ManagerB Garage Dec 2024 - PresentSan Jose, California, UsKey Responsibilities:General IT Administration and Support- IT Asset management- System Imaging and Deployment- Workstation Deployment and Setup- Backup, Disaster, and Recovery- Software Evaluation and Integration- Software License Management- End-User Support- Helpdesk Management- Documentation- Policy Development, Security and Virus Protection- Operating System and User Administration- Mobile Device Management (MDM)- Network Configuration and Administration- VPN AdministrationUser Account and Access Management- User Account Provisioning- User Access Control- Single Sign-On (SSO)Client Support and Network Integration- Site Surveys- IT Implementation and Integration- Network Configuration and Administration- Client-Site Support- Project Collaboration- Travel
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Service Desk SupervisorMilestone Technologies, Inc. Oct 2023 - Jun 2024Fremont, California, UsResponsible for managing the activities and responsibilities of the Logistics, Service Desk, and TFO teams that provide global support for our client, Workday. The Supervisor is responsible for planning, scheduling, communicating, coordinating resources, and managing day-to day tasks.• Provide high-quality, white glove profession service, supporting clients on site, via chat and over phone in multiple service lines (Service Desk, Remote Support, TFO, Logistics, AV/VC, Events Support, Networking, Identity Management).• Work closely with the Service Delivery and Operation Managers to coordinate, prioritize, andmaintain optimal service execution to goals and expectations of client-specific key performance indicators.• Follow standard incident management processes; escalates important issues to managers and other functional teams.• Help improve service standards and processes.• Monitor chats, calls and tickets for quality control and SLA performance; flags tickets for review and identifies coaching/training opportunities.• Collaborate on escalation prevention, resolution and post-mortem (RCA, etc.).• The point of contact for troubleshooting, customer services issues, and first-level escalations• Provide management reports on service and issues.• Weekly, monthly and quarterly report collaboration with Service Delivery and OperationsManagers on team performance and service outcomes.• Educate team on service CSAT, KPIs, SLA, on past and current results.• Delivers coaching and feedback in the moment, conducts 1:1 with individual team members,and leads team syncs.• Delegates tasks and responsibilities based upon individual strengths to achieve maximumefficiency.• Set goals and objectives for the team, hold the team accountable.• Escalates performance issues to manager and HR.• Makes decisions in a timely manner, sometimes under tight deadlines and pressure.• Trains and mentors service staff.• Conducts annual performance reviews for all direct reports. -
Associate DirectorAdswizz Feb 2022 - Mar 2023San Mateo, Ca, UsLead and mentor a global team of Technical Support engineers, from two support teams. Handle inbound escalations and inquiries, ranging from ad operations to best usage practices of AdsWizz digital audio programmatic platforms. Interact directly with our strategic accounts to bring critical product and operational issues to resolution and clients satisfaction.- Manage all US Technical Support team members, which included six US based employees and seven Romanian based employees. Teams were split by two separate units, Adswizz Technical Support and Simplecast Technical Support- Manage the Technical Support team workload and prioritize internal tasks- Mentor the team, driving towards improving productivity- Lead one on one meetings with all team members. Drive business development goals to promote employee and business improvementsKey Achievements- Successfully onboarded two new hires, including recruiting, hiring, and training- Created Business Development system for complete KPI and Business Development goal tracking and building, including robust scoring system- Achieved Zendesk certification and was administrator of the global ticketing system- Improved the Technical Support knowledge base system. Acted as project manager and mentor for my direct report to architect and build the updated platform -
Technical Support LeadAdswizz May 2020 - Feb 2022San Mateo, Ca, UsLead and mentor a team of talented Technical Support Engineers, handle inbound escalations and inquiries, ranging from ad operations to best usage practices of AdsWizz digital audio programmatic platforms. Interact directly with our strategic accounts to bring critical product and operational issues to resolution and clients’ satisfaction.- Act as a Single Point of Contact for key US customers and partners (including Publishers, Ad Networks, CDNs, and programmatic agency trading desks) to manage product issues, provide technical assistance- Interpret customer needs, assess impact and prioritize accordingly- Work closely with other groups of the Global Operations department, product, and development teams to facilitate case resolution- Interface with Adswizz Business & Technical Account Management teams to understand specific-customer needs, prioritize and propose solutions that will help drive Customer Satisfaction- Manage the Technical Support team workload and prioritize internal tasks- Provide support for customers via ticketing systems, e-mail, phone conferences, and live remote sessions when needed- Manage critical customer escalations and facilitate communication between customers and AdsWizz engineering teams- Triage, diagnose, test, and replicate customer reported issues- Assess and propose improvements to the Tech-Support processes and tools- Drive knowledge-sharing and expertise gathering between Technical Support teams in different geographical locations- Mentor a team of Technical Support Engineers, instill changes in improving productivity
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Techforce Analyst LeadSalesforce Jan 2017 - Apr 2020San Francisco, California, UsPart of the Salesforce Techforce team, working with management to provide IT leadership to EMEA for all IT related issues. Provide escalation and deep company knowledge to all Techforce analysts. Implement innovations and solutions for a variety of IT issues. Work closely with all global counterparts and management to provide alignment of Business Technology directives and processes. Team Lead for German & Switzerland IT Team- Implement management directives- Manage ticket queues, case loads, case metrics, and primary escalation lead for all cases- Host regular team meetings- Project managementTeam Lead for EMEA IT teams- Escalation point for all EMEA Techforce analysts Questions relating to company process, procedure and policy Case management and support channels- Provide expertise and knowledge for major technologies and business processesSalesforce CRM PlatformGlobal Business Technology teamsSalesforce global processes- Provide training and mentorship to new members- Advise EMEA Business Technology management team on technical issues, identifying continuous improvement, and automation.Point of contact for German & Business Technology managementMain EMEA liaison with other global Business Technology teams and regionsPoint of contact for global metric team, providing administration and leadership for improvement to Techforce analysts- Create and maintain Salesforce Reports and Dashboards for all regions- Deep dive analytics for case management and team metricsMember of SME Leadership Team - Develop/Grow Salesforce-wide SME Teams, including Administration, training, and mentorshipMember of Google Apps SME Team - Point of Contact/Admin for teamStandard Techforce Duties- Managing/Working Salesforce Techbar, providing instant IT service- Case/Ticket Support- Asset/Mobile Provisioning- Software Support- Printers- Meeting/AV Support- Network Support- Supporting through Salesforce various communication channels -
Team Lead, Desktop EngineeringDemandware, A Salesforce Company Oct 2016 - Jan 2017San Francisco, California, Us- Lead to desktop engineering staff, providing management directives, implementing project plans, and managing ticket queues, loads, and ticketing metrics. Work closely with the US helpdesk team to ensure related issues are dealt with appropriately and in a timely manner- Identify and escalate situations requiring urgent attention- Global asset management- Administer helpdesk software (Zendesk). Manage global ticketing numbers, access and administration, as well as redirect problems to appropriate resources- New Hire Provisioning, including accounts, hardware, mobile device and accounts- Respond to requests for technical assistance in person, phone, email, and ticketing- Provide assistance with mobile phone usability and administration of mobile phone accounts- Diagnose hardware and software faults (desktops, laptops, printers)- Prepare any necessary documentation, processes, and reports- AV Support, including conference rooms, video conferencing solutions (GoToMeeting, WebEx), and hardware -
Senior Emea Desktop EngineerDemandware, A Salesforce Company Apr 2013 - Oct 2016San Francisco, California, Us- Lead to desktop engineering staff, providing management directives, implementing project plans, and managing ticket queues, loads, and ticketing metrics. Work closely with the US helpdesk team to ensure related issues are dealt with appropriately and in a timely manner- Identify and escalate situations requiring urgent attention- Global asset management- Administer helpdesk software (Zendesk). Manage global ticketing numbers, access and administration, as well as redirect problems to appropriate resources- New Hire Provisioning, including accounts, hardware, mobile device and accounts- Respond to requests for technical assistance in person, phone, email, and ticketing- Provide assistance with mobile phone usability and administration of mobile phone accounts- Diagnose hardware and software faults (desktops, laptops, printers)- Prepare any necessary documentation, processes, and reports- AV Support, including conference rooms, video conferencing solutions (GoToMeeting, WebEx), and hardware
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Product Support CoordinatorCrown Gabelstapler Gmbh & Co. Kg Sep 2011 - Mar 2013Feldkirchen, Bayern, De• Provide Customer Support for Crown proprietary hardware and software product InfoLink (http://crown.com/usa/fleetoptimization/infolink_solution.html) to all German and European customers. Provide German language support for German clients and Crown forklift technicians.• Configure, Install, and Administer InfoLink hardware and software in customer locations. Travel to customer locations across Europe to coordinate InfoLink installation project. Organize and collect customer specific information, including truck operators, truck equipment, and truck\operator certification. Organize and collect IT information from customer environment, including but not limited to server configuration, WiFi configuration, networking configuration. Installation of InfoLink hardware on Crown forklifts. Install and configure server software on customer computer equipment or Crown hosted server environment• Support of InfoLink server software, including administration of proprietary software, MySQL and\or SQL Server configuration, installations, SMTP, and connectivity.• Direct liaison with customer IT department and Crown IT department so as to configure network connection to Crown hosted equipment, VPN connections, firewall configuration, MySQL and\or SQL Server configuration• Provide direct support to Crown forklift technicians with InfoLink installation and configuration, both hardware and software• Create documentation for InfoLink systems for customers and technicians. -
Technical Support Specialist IKendle International Oct 2010 - Sep 2011• Respond to incoming questions in a timely manner, track 100% of all customer contacts, research questions and issues • Use IT tools such as Remote Desktop Connection to provide support. • Use Active Directory to reset domain ID passwords and unlock user accounts. • Configure and troubleshoot VPN connections for internet connectivity • Provide Lotus Notes support including email and databases. • Provide MS Office and other packaged software support. • Support custom built Kendle software and coordinate support with application owners. • Escalate problems to second or senior level support personnel when appropriate via proper escalation procedures. • Alert management and IT technical staff of recurring problems and patterns of problems. • Stay up to date with Kendle policies and procedures. • Regularly attend technical and communication training sessions.
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Customer Client ServicesInsight Jun 2010 - Sep 2010Chandler, Arizona, Us• Order renaming, archiving, and filing• Order entry • Credit & Re-Invoice activities• Return & Re-Order activities• Sales Order Changes• License Key forwarding to clients• License proof requests• Delivery queries• Order related queries• Invoice queries• Client account set up requests• Back Order Management -
Field Operations AdministratorHotwire Sep 2008 - Jan 2010- Tier 2 and 3 support position with an expertise in all facets of IT platforms; an IT utility type role- Work closely with the IT Infrastructure teams, other internal operating units, vendors, remote IT teams, and external companies to ensure the IT Field Operations support requirements are exceeded and supported in a timely fashion- Lead role over Field Ops and Helpdesk, Executive escalation, and Field Ops technician guidance and training- Monitor ticketing system for new tickets and work-items- Hardware, software support- Prepare and maintain key team support documents- Provide support for procurement and costing solutions (hardware, software, and implementation labor)- Vendor Relations – customer support, service contracts, procurement
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Helpdesk TechnicianArt.Com Apr 2004 - Aug 2008Indianapolis, Indiana, Us- Support the Corporate office and local manufacturing facility. Provided support for six remote locations and remote users- User Administration including Active Directory accounts and permissions; Exchange accounts and permissions; Art.com Internal application accounts and permissions; 3rd party accounts and permissions (example - Postini, eFax, HelpSTAR)- Desktop Support including, software installation and support; PC installation and support; laptop installation and support; printers, copiers and fax support; phone and PDA support; VPN support (RRAS, Cisco); data migration- Maintain provisioning and imaging for global PCs and laptops- Landline and mobile phone support; Avaya; Blackberry\PDA accounts; - AV Support, including conference rooms, video conferencing solutions (GoToMeeting, WebEx), and hardware- Set up and install all new hires to the Corporate office and local remote office, including PC and installation, accounts, software, user profile, and new hire orientation process- Maintain warehouse\backstock of all equipment, including PCs, laptops, printers and toner, and basic computer supplies for the Corporate office- System Administration duties include Active Directory administration; NTFS Permissions support\administration; HelpSTAR ticket system administration; Shavlik\NetChk Protect Administration; Microsoft Exchange support; Anti-virus support; server support; datacenter support -
Desktop Support SpecialistEts Apr 1999 - Mar 2004Princeton, Nj, UsSupported Multi-user environment of over 100 PCs, printers, PDAs, scanners, paper test scanning machinesBasic duties included Windows OS installation and troubleshooting; software installation and troubleshooting; hardware installation and troubleshooting; PC re-imaging; printer support; local device support; hardware and software purchases; PC/Furniture moves and setups; generic phone supportProvide long term program support for ETS contracts, consisting of software support, mainframe database configuration changes and production report printingKey AchievementsCoordinated, scheduled, and involved in office-wide PC replacement project, involving data backup and program migration and Windows 2000 upgrade
Michael Custer Skills
E Commerce
Customer Service
Help Desk Support
Infrastructure
Cloud Computing
System Administration
Software Documentation
Active Directory
Windows
Windows Server
Data Center
Vmware
It Management
Microsoft Exchange
Michael Custer Education Details
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Heald Collegetechnical SchoolDesktop Support And Server Administration -
City College Of San Francisco
Frequently Asked Questions about Michael Custer
What company does Michael Custer work for?
Michael Custer works for B Garage
What is Michael Custer's role at the current company?
Michael Custer's current role is IT Manager | Service Desk Supervisor | Technical Support Manager | Delivering high-level technical support and exceptional customer service. Expert managing IT teams, enhancing service processes, and driving excellence..
What is Michael Custer's email address?
Michael Custer's email address is mi****@****ail.com
What is Michael Custer's direct phone number?
Michael Custer's direct phone number is (415) 901*****
What schools did Michael Custer attend?
Michael Custer attended Heald Collegetechnical School, City College Of San Francisco.
What are some of Michael Custer's interests?
Michael Custer has interest in Tierschutz, Networking, Personal Interests, Wissenschaft Und Technologie, Gesundheit, Environment, Home Servers Personal Interests, Home Servers, Umwelt, Science And Technology.
What skills is Michael Custer known for?
Michael Custer has skills like E Commerce, Customer Service, Help Desk Support, Infrastructure, Cloud Computing, System Administration, Software Documentation, Active Directory, Windows, Windows Server, Data Center, Vmware.
Who are Michael Custer's colleagues?
Michael Custer's colleagues are Da Jin Jenny Jung, Manish Ray, Doohyun K., Mobile Gilbert, Duraz Durriyah, Benjamin C Yang, Kyoohyung J..
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