Shane White Email & Phone Number

Boston, Massachusetts

• Managed a global team of Tier 3 Support engineers to deliver exceptional 24/7/365 support for 7 SaaS applications, ensuring reliable service to 10,000+ customers and business partners.• Set, tracked, and reported on a comprehensive range of KPIs, including response times, resolution rates, and utilization. Consistently used data-driven insights to optimize team performance, improve service levels, and enhance the overall customer experience.• Scaled team from 8 to more than 20 engineers, enhancing overall team efficiency and performance metrics.• Acted as cross-functional team leader between Support, Development, Services, and Sales for all urgent and critical technical issues.• Acted as incident manager responsible for reporting and root cause analysis of outages and criticalapplication issues. Wrote external incident reports directly for Bullhorn’s President and CTO.• Developed career pathways for support engineers into Research and Development teams.

Boston, Massachusetts

• Managed a team of customer support professionals to consistently achieve high customer satisfaction (95%) by implementing clear KPIs and SLAs, and collaborating with support engineering to enhance response strategies and resolution times.• Streamlined customer support and internal support workflows by implementing Zendesk and integrating with Jira Project Management and Salesforce CRM.• Led incident management and communications, delivering timely Root Cause Analysis and Incident Reports.

Cambridge, Ma

• Managed customer support, training, and production for North America-based clients, achieving a 99% customer satisfaction rate.• Assisted with business development and account management for key US clients, providing demonstrations, technology overview, and UAT to new customers.

Boston, Ma

• Trained and mentored proctors to handle technical troubleshooting and resolve live technical issues for clients, ensuring seamless service during high-stakes exams.• Led customer support and proctoring team in a high-pressure environment, maintaining a 95% customer satisfaction rate.• Acted as primary escalation contact, effectively managing escalations and reducing issue resolution time.

Boston, Ma

Provided timely telephone and email support for software end-users, as well as technical support for internal colleagues. Provided implementation of, and training in, seven communications and form submission software products. Identified bugs and needed improvements in software modules and evaluated possible resolution strategies or ways to enhance products.

Hanover, Nh

Primary tier one support contact for division’s entire 200+ employee user base, providing training, troubleshooting, and task documentation for all installed applications. Provided equipment setup, software installation, application training and support, and system upgrades for all users. Responsible for project assignment, coordination and management of Support Services employees, and tracking of weekly metrics for all support services.

Claremont, Nh

Managed digital image database and company email systems by receiving, storing, and triaging data from employees and contractors across the country. Assisted Information Technology Services department in software deployment and troubleshooting, data backups, and systems upgrades.