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• Praised by colleagues and clients alike

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 leader in video management for the enterprise• 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 to business rules.• 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.• Spear-headed a group which defined the integration between our Customer Relationship Management application and Jira which saved our support engineers significant time on issue submission.

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.• Reviewed resumes, performed phone screens and face to face interviews.

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. • Create workarounds for known defects, knowledge items, support related documentation, including software upgrades.

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.• Write and edit workarounds for known defects, knowledge items, and support related documentation.

Ba, Psychology

Computer Programming