Ron Y. Email & Phone Number

Campbell, CA, US

• Internet based postage service provider. Stamps.com provides home and office users a convenient way to print US Postal Service postage for envelopes. And provides online sellers with an easy to use integration to print.
• After acquisition, adapted to providing technical support for both Endicia and Stamps.com software.
• And continued to provide advanced support for: Endicia Professional, Platinum Shipper, Dazzle, and other Endicia software.

Mountain View, CA, US

• Endicia provides e-commerce and shipping fulfillment businesses a simple solution for printing US Postal Service shipping labels.Technical Support Specialist
• Provided tier-1 support for four products and customer service issues.
• Within 6 months of starting, moved to tier-2 and support specialist – providing managers with an adaptable resource for responding to escalations, and providing support for a wide variety of customers from casual.
• Streamlined usage of RightNow CRM, resulting in greater ease of use and productivity.-- Created training material for support representatives, trained new support representatives.-- Served as point of contact for.
• Managed the technical support team’s transition from RightNow to Salesforce.-- Created workflow and usability requirements documentation.-- Created training material for support representatives, trained support.

Orange, CA, US

• NetApp provides enterprise data storage and management solutions (services, software, and hardware).Project Management
• Prepared and Trained off-shore team to take over level 1 support operations, support duty manager tasks, and RightNow CRM administration.
• Created support duty manager readiness documentation and process material, and mentored off-shore duty managers, allowing them to effectively maintain & update documents and processes.RightNow CRM Administration
• Trained off-shore team to take over RightNow CRM administration, which continued support for the existing internal tools, and to prepared them to expand support to additional tools.
• Developed, refined, and documented support processes which enabled the off-shore support team to maintain 90% response rate during transition to RightNow CRM and as the user base grew from 300 to over 1000.
• Gathered report requirements, analyzed existing reports, and created reports, enabling managers to assess distribution of support workload, and assess CRM usage.Technical Support

Newtown Square, Pennsylvania, US

• Business Objects provides enterprise business intelligence tools – data analysis, reporting, and dashboards used for performance and resource management, and planning.Progressive positions from Customer Service.
• Collaborated with customers and team members to resolve technical issues and product inquiries.
• Known for strong customer relationship skills, approachable style, and technical expertise.
• Responsible for mentoring and training new engineers in the India Support Center with several advancing to higher positions.
• Consistently achieved CSAT top box scores, selected by peers and managers to be the recipient of the Extra Mile Award, and consistent knowledge base contributions over the progression of roles.
• Selected to represent San Jose support office in a global implementation of PeopleSoft CRM which included UAT, user training, L1 support.

Saratoga, CA, US

Maintain Physical Education and Athletic equipment and uniforms. Preparation, clean up, and coordination with other departments and schools for games, matches, and events.