Ryan Kawecki Email & Phone Number

Sunnyvale, California, US

• Highly motivated/successful customer advocate
• Quick learner with deep technical knowledge
• Increases customer satisfaction and user adoption using tried and true methodologies
• Mentor/Leader to the Global Support Organization team
• Creates knowledge base and processes to improve efficiency and reduce ticket first response, escalated incident count and incident resolution
• Excellent verbal/written communication skills

Minneapolis, MN, US

• Provide world-class enterprise customer service to fortune 500 companies such as AT&T, Deloitte, Dow Chemical, IBM, J.P. Morgan Chase, KPMG and USAA as a Technical Account Manager and Escalations Manager. Qumu is the.
• Increased customer satisfaction to the high 90's by effectively listening, communicating and following-through.
• Decreased escalated incident count more than 75% by monitoring incidents, ensuring progress was occurring, and progress was communicated back to the client.
• Increased user adoption more than 50% by listening to client’s pain-points and working with them and their business constituents to strategically develop a plan that would address their user’s needs via a modification.
• Achieved high customer satisfaction ranking which directly lead to support renewals, up-sells and new customer referrals.
• Oversaw the implementation of the hardware return merchandise authorization process which significantly increased efficiency.

Minneapolis, MN, US

• Provide Tier 3 software and hardware support to Enterprise customers while mentoring/leading our Support Engineer team
• As a team we reduced the incident count more than 50% by deflecting incidents via a user-friendly knowledge base.
• Contributed to the reduction in first response by more than 75% by incentivizing those engineers with the lowest initial response time.
• Helped reduce incident resolution time by more than 25% via knowledge sharing and the implementation of a three-level tiered support engineering team.
• Managed the US and India incident queue and ensured escalated cases are prioritized.
• Generated case list reports for the executive team.

Minneapolis, MN, US

• Provide Tier 3 software and hardware support to Enterprise customers
• Deep dive on the most pressing and challenging cases in order to come up with creative solutions.
• Provide product training to clients and colleagues.
• Perform initial Quality assurance testing for Qumu applications running on iOS, Android and Windows Mobile.
• Assist in creating a Virtual machine lab environment for the purpose of replicating client's environment.
• Document the database schema for reporting purposes and troubleshooting.

Lafayette, CA, US

• Provide Tier 3 CRM and Bug Tracker software support to our customers
• Assist customers with application errors, software installation, and software customization.
• Write SQL scripts and triggers to modify and query customers’ databases.
• Create and modify crystal reports.
• Responsible for testing and recording possible bugs in the source code.
• Document the database schema for reporting purposes.

Ba, Psychology

Computer Programming