Michael Adler Email & Phone Number

Atlanta, Ga, Us

Boston, Massachusetts, Us

I led the growth of the support team at OutSystems, a leading low-code platform that enables businesses to build and deploy custom applications rapidly. During my tenure, I expanded the US support team by 30%, reduced the support backlog by 40%, and improved mean time to resolution (MTTR) by 14%. My leadership efforts resulted in a 95% client satisfaction rate and a 25% increase in first-call resolution. I collaborated closely with cross-functional teams to decrease technical debt by 20% and eliminated departmental silos, fostering smoother communication and operational efficiency. I managed global staffing across multiple time zones, ensuring 24/7 support coverage that maintained our teams average response time goals for escalated tickets.Additionally, I conducted monthly career development sessions and weekly performance reviews, leading to a 15% improvement in agent productivity and a 20% reduction in turnover rates. I coached senior agents to become mentors for junior team members, enhancing team collaboration and knowledge-sharing. My role also included overseeing vacation requests, overtime, and compensation, ensuring 100% accuracy in payroll and compliance with internal policies. Furthermore, I led multiple internal projects on staffing forecasting and global coordination, resulting in an increase in resource efficiency and alignment with business goals.

I served as the primary technical contact for customer escalations at Cox Automotive, a global leader in automotive solutions, supporting both internal teams and external clients with technical and deployment assistance for their B2B auction platform. I consistently maintained a 90% resolution rate for escalated tickets, reducing issue resolution times by 20% and contributing to a 25% improvement in customer satisfaction. My expertise in researching, diagnosing, and troubleshooting application issues also led to a 15% reduction in recurring incidents.I played a key role in go-live and deployment support, ensuring 98% success rates for seamless software rollouts. Additionally, I triaged, documented, and reported application defects, improving defect detection by 18%. My proactive monitoring of production systems led to a 10% increase in system uptime, as I identified and resolved issues before they could affect end users. I also performed system testing prior to software releases, achieving a 99% defect-free release rate.As a senior support engineer, I provided mentorship and training to other support engineers, boosting team efficiency by 20%. I led weekly meetings with clients and internal stakeholders to review open production issues, resulting in faster resolutions and enhanced communication. Moreover, I provided senior-level support to Level 1 Customer Care staff, improving their problem-solving capabilities and overall performance by 15%.

I managed an international team of 5 Support Analysts and 4 Senior Support Analysts across multiple continents at Anatwine, a global provider of digital retail solutions. Under my leadership, we improved the delivery of high-quality support through the service desk, resolving client incidents and fulfilling problem and change requests with a 95% SLA adherence rate. I played a key role in scaling the support team, achieving a 30% improvement in overall client satisfaction.I created and implemented an optimized new hire onboarding workflow and documentation, reducing training time from 6 weeks to 2 weeks, which resulted in faster productivity for new team members and a 20% decrease in time-to-value. I also developed and documented workflows and standard operating procedures (SOPs) for the support team, standardizing processes and increasing team efficiency by 25%.In addition to managing support operations, I oversaw the US IT infrastructure, coordinating the procurement and deployment of new hardware and software for employees. My efforts in streamlining IT processes contributed to a 15% reduction in equipment setup time and a 10% increase in employee productivity.

I managed a team of support analysts at Parkingsoft, a provider of Parking Lot Revenue Control software solutions, overseeing their training, evaluation, and mentorship. My leadership resulted in a 20% improvement in team performance and a significant reduction in ticket resolution times. I provided Tier 2 and Tier 3 application support, addressing complex software and hardware issues using tools such as SSMS, Wireshark, and remote connection platforms, which led to a 25% decrease in escalated tickets and a 30% improvement in system uptime.I managed third-party on-site vendors for hardware repair and replacement, improving field response times by 15%. I also developed ad-hoc SQL queries for internal client data reviews and "one-off" reports, enhancing the decision-making process and increasing reporting efficiency by 20%. I implemented a Return Merchandise Authorization (RMA) process, reducing defective hardware replacement times by 20% and improving customer satisfaction during warranty claims.One of my major contributions was designing and implementing a new support ticket tracking system and CRM solution (Desk.com by Salesforce), which streamlined ticket handling, improving team efficiency by 30%. I also developed department performance metrics like time to resolution (TTR), ticket status, and customer satisfaction (CSAT), which provided valuable insights and improved team accountability.Additionally, I created product and best practice manuals for customers, increasing self-service rates by 10%, and provided remote training on system operations to facility employees, management, and executive-level customers, contributing to higher system adoption rates and overall client satisfaction.

Scottsdale, Az, Us

I provided telephone and email support to both internal and external customers at JDA Software, a leading provider of Warehouse Management Systems (WMS) and Workforce Management solutions. I consistently resolved customer inquiries efficiently, achieving a 90% first-contact resolution rate and reducing issue escalation by 25%. I performed general diagnostics, troubleshooting, and severity assessments, addressing system setup, hardware functionality, and application usage issues.Utilizing Microsoft SQL Server 2008, I resolved general application problems and investigated potential defects by querying databases, analyzing web and application server log files, and recreating issues in test environments. My efforts improved defect identification and resolution time by 15%, contributing to enhanced system reliability.As a senior member of the team, I trained and mentored both current and new Support Specialists, leading to a 20% increase in team knowledge and proficiency. I utilized analytical information gathering techniques to identify customer needs and classified problems accurately, improving issue triage and prioritization. My work played a key role in maintaining high customer satisfaction levels and efficient support operations.

At Rainmaker, a leading provider of hotel revenue management software that specializes in optimizing hotel room rates and pricing decisions, I played a pivotal role in enhancing our clients' revenue management strategies. I provided insightful analysis and forecasting recommendations tailored specifically for the Hotel & Casino market, enabling clients to make data-driven decisions that significantly improved their financial performance.My contributions included supporting customers with effective business solutions related to revenue management and pricing optimization, ensuring a robust client experience. I consistently monitored client production environments, maintaining an impressive uptime of over 98%, which was crucial for uninterrupted service.In my role, I utilized various data analysis tools to tackle Revenue Management issues, delivering key insights that directly impacted revenue growth. I coordinated application testing during the QA cycle and managed maintenance releases, ensuring software reliability and performance. I developed comprehensive test plans and test cases for new software functionalities and meticulously documented changes for release notes.Additionally, I provided Level I and Level II support to customers, troubleshooting software and network issues promptly and effectively, which contributed to enhanced customer satisfaction and retention. Through these efforts, I was instrumental in achieving a 20% increase in client satisfaction scores and a 30% improvement in revenue optimization for our key accounts.