As Manager of Technical Support, I streamlined operations by developing and implementing support systems that enhanced workflows and provided insights into product quality and customer satisfaction. I led a high-performing team, fostering environments for growth and excellence and defining KPIs to properly assess the progress of strategic goals. I analyzed the current capabilities of the Zendesk platform and formulated an upgrade plan that would optimize Zendesk CRM and mitigate the inefficient capture of data and ticket information. I developed and integrated custom fields and dashboards to continuously improve the content and balanced costs for the upgrade by evaluating licensing needs and downgrading those with lower priority needs; I elevated operational efficiency and achieved an annual cost savings of $800. Additionally, I oversaw the migration of current customer information from Salesforce into the updated Zendesk CRM. I created an improved tiered system for handling tickets that reduced response and resolution times by up to 40% on most tickets.

I directed a team of 15 - 21 technical support representatives and oversaw staffing and workforce scheduling for the 24/7 operation of a customer-facing technical support team. I governed the migration of a complex database of customer and support ticket information into another instance of Salesforce; data included 2500+ records comprised of customer details, franchise and corporate headquarters and 1-10 contacts. Additionally, I oversaw the validation and formatting of all customer data, improved collection efforts, and minimized deficits while maintaining the integrity of customer relationships. I partnered with Product and Implementation teams to ensure teams were armed with the resources necessary to support the rollout of a new cloud-based POS system and provide 24/7 technical support.I also spearheaded the establishment of a supplementary team of 10 in the Philippines to handle inbound support requests and Tier I work. I led the initial and ongoing training efforts, collaborating closely with the team's leadership to provide continuous feedback and guidance. Within a span of 3 months, enabled the team to handle over 75% of inbound issues, significantly enhancing operational efficiency and customer satisfaction.

I promoted the readiness of all networked systems and displayed exceptional acumen in troubleshooting Windows systems. I systematically upgraded hardware, executed strategies to mitigate performance issues, and created escalation procedures to improve the efficacy of maintenance programs for computer hardware and network infrastructure. Additionally, I established KPIs, analyzed the performance of Help Desk activities, and documented resolutions to create a comprehensive knowledge base that expedited the resolution of similar issues.

I served as a Subject Matter Expert, providing tiered technical support for POS hardware and software issues, and authored technical documentation for all troubleshooting activities. I engaged end-users, expertly assessing needs and responding to technical queries, security issues, and associated issues with POS hardware and software. I also delivered remote support for hardware issues, advising on-site technicians to diagnose and resolve issues with minimal impact on daily operations.

I played an integral role in ensuring a proficient workforce and significantly reducing system downtime. I executed Tiered remote client assistance, including installation, configuring, troubleshooting, and hardware and software issues. I also improved help desk support functions, opened problem tickets, assessed client needs, and provided resolutions, significantly reducing technical resolution turnaround times.