IT Support Leader

In this role, I lead a team to provide continuous technical support across global Amazon fulfillment sites. Moreover, I monitor and improve performance of team located across Austin, Texas; Nashville, Tennessee; Phoenix, Arizona; and San Jose, Costa Rica. I also monitor staff to respond to requests for 200K customer support contacts from year to year, while maintaining staff focus on fulfilling daily, weekly, and monthly customer requests. Moreover, I advise peers and leaders in global markets to optimize team competencies and improve customer experience.A few of key accomplishments are mentioned below:• Achieved 150% reduction in customer support request management and resolution by directing team to develop knowledge management and customer request portal as "single pane of glass" to facilitate team engineer.• Boosted network infrastructure cooling system uptime from 95% to 99%, that impacted 1500+ sites globally by architecting and deploying global bi-annual network infrastructure cabinet preventive maintenance.• Managed and improved staff performance through one-on-one meetings, which resulted in improving average contacts handling and resolution per individual staff member by 15 to 20%.• Envisioned and created knowledge base and customer ticket web portal, that curtailed average handle time for customer support calls and chats from 15 minutes average to 11.5 minutes average.• Conducted over 200 candidate interviews for roles at global level through strategic direction and supervision.• Launched, recruited, and piloted remote IT support team of 12-members in Nashville, TN remotely.• Established KPI's from multiple data sources, that increased ticket first call resolution rates from 93% to 96%, boosted ticket documentation quality from 30% to 80% globally, and optimized ticket creation ratio from 40% to 70%

During my stint here, I orchestrated tier-2 technical support for managed service clients encompassing all aspects of IT infrastructure, including MS Server, Active Directory, Exchange server, Network Infrastructure (including Cisco/HP/3com), Wireless Infrastructure, Linux Servers, proprietary network applications, client computers (helpdesk), and ISP management. I also tracked and remediated client systems alerts with engineers. Furthermore, I oversaw customer helpdesk queue and teams to reduce customer issues and root causes.A few of my notable accomplishments are:• Recruited, trained, and steer tier I engineers to support 1100 distinctive client environments.• Fortified personalized service environment between tier 1/2 support.• Authored and updated client specific support documentation for over 300 customer sites.

In this role, I rendered technical support to member hotels and hotel customers. One of my main duties was to train, support, and advocate hotel personnel and management. I also engaged with member hotels on network design (LAN/WAN/MAN), while advising member hotels during network (WAN) service outages. Moreover, I visited sites to identify network flaws and recommend as well as implement network remediation on site. In addition, I developed support knowledge base information and comprehensive Standard Operating Procedures.A few of key accomplishments are mentioned below:• Trained and guided hotel staff and management for more than 3K member hotels.• Educated and led new hire support specialist through all training documentation for six new hires.• Proffered tier II support for team of 12 Jr. Support Specialists.Additional Experience2006~2007 - Security Support Specialist at E4E / 3com Tipping Point, Phoenix, AZ2005~2005 - Systems Integrator at Data Path Inc, Duluth, GA1995~2004 - Electronics Technician at United States Navy, Great Lakes, IL