Peter Landry Email and Phone Number

• Manages a technical support team which provides technical assistance to customers for various EMC storage hardware and software applications.

• Delivered moderately complex technical training programs in live and/or virtual classroom environments. Technical training primarily involved business intelligence software (SAS) and data analytics.• Managed projects of modest scale, including developing non-training learning solutions or other department initiatives.• Identified needs and provided recommendations for utilizing outside resources. Handled vendor management, including coordination of resources and ensuring quality of product and service levels delivered

• Provided customer account management including resource coordination, customer management and technical resolution management.• Utilized ITIL/ITSM frameworks to evolve best practices and simplify customer operations.• Met established performance metrics including time to engage, time to resolve, customer satisfaction, and other metrics.• Presented and explained support deliverables to internal and external customers at various levels to include customer executives.

· Provided direct supervision for up to 12 Remote Support Engineers responsible for providing post sales technical support to both field support personnel and customers in a specified area. · Managed small to medium customer accounts and assisted by way of escalation support and ongoing maintenance support.· Responsible for resource allocation management for a staff of 350 technicians.· Monitored operations and provided strategic direction and training as required; performed ongoing technical tasks associated with the organizational unit. · Understand Avaya product line/customer environment and quickly process customer technical issues via customer escalations.

Conducted extensive training for New Business representatives. Charted the development of each employee. Developed new curriculum as needed.Collaborated with senior management to develop process improvement opportunities.Acted in a supervisory role to ensure best-in-class coverage for incoming business.

1997-2000: Started out as a sales representative, selling Canon printers, cameras, and accessories. 2000-2001: Promoted to Sales Coordinator supporting a sales team of approx 15 people. Providing reporting, training and operational support within the sales group. 2001-2002: Promoted into a Supervisor role withinin the technical support organization, managing a team of up to 15 technicians who assisted small office/home office and personal use customers with problem resolution.