Managed Customer Care, and CRM Technical Support teams. Ensured all support metrics and standards were met. Recruited new staff and mentored existing staff. Integrated US and international support teams to create a Follow the Sun shift model. Management of service delivery and support for our award-winning CRM product suite. Managed proactive customer communication as well as reactive customer escalations.

Provide technical support directly with to partners, and end-users. I worked regularly with Quality Assurance team and Application Developers to resolved critical issues discovered in the products. • Provided escalation support for all geographical areas of the company, as well as for the main support center.• Provided training to staff for Microsoft Windows for both server and desktop operating systems.• Maintained and built the Microsoft SQL 2005 and 2008 servers used for training and validating issues. • Worked with management team to develop and conduct training for Microsoft SQL to 1st and 2nd tier support technicians.• Coach for the corporate KCS initiative, providing training and assistance to technicians.