Scott Burciaga Email & Phone Number

Reno, Nevada, United States

As a Production and Parts Manager, I am significantly enhancing operational efficiency and productivity. By implementing lean manufacturing principles and optimizing workflow processes, I reduce production downtime and increase output. My efforts in streamlining inventory management ensure that parts are always available when needed, minimizing delays and maintaining a smooth production schedule. Another key accomplishment is my success in cost reduction and resource optimization. Through strategic supplier negotiations and bulk purchasing agreements, I secure better pricing and terms, resulting in substantial cost savings. My focus on continuous improvement and adoption of advanced technologies further drives down operational costs while maintaining high standards of quality. By closely monitoring key performance indicators and implementing data-driven decision-making, I ensure that the production processes are both efficient and cost-effective, ultimately contributing to the company’s bottom line.

Placerville, California, United States

As an accomplished IT professional, I have successfully deployed, maintained, and troubleshot core business applications, ensuring their seamless functionality. My role involves collaborating with internal and external stakeholders to define project scope, system goals, and requirements. I excelled at translating highly technical specifications into clear, non-technical requirements, bridging the gap between developers and non-technical team members.In addition, I manage system setup and configuration, adhering to best practices for scalability, supportability, ease of maintenance, and system performance. Rigorous testing procedures were orchestrated under my coordination, and I provided comprehensive documentation and training to empower team members. Proactive maintenance procedures were part of my daily routine, and I executed system upgrades to meet business needs effectively.Overall, my expertise lies in optimizing information systems, ensuring their reliability, and enhancing user experience. I am committed to driving excellence through technical proficiency and effective communication.

Rancho Cordova, California

I act as the single point of contact for enterprise customer support responsible for supervising the Tier-1 support team for the WebEx product line. I coordinate quick and efficient resolution for support issues and service interruptions ensuring high customer satisfaction. I promote service stabilization, incident management, and 24/7 on-call support for customers and company operations during large failures. Alongside this I improve processes and procedures, document Root Cause Analysis (RCAs) and requested feature enhancements (RFEs) and maintain all new account setup and migration. Some of my key accomplishments include…• Directed Fortune 10 customer's services and maintained service stabilization for 450K host accounts while also managing 40K to 60K account divestitures to separate accounts within WebEx.• Managed implementation of major WebEx and Jabber services for a Fortune 10 company.• Oversaw rollout of 20K accounts on a service pilot which resulted in a 200K service deployment and $600K 3-year service deal.• Aided in closing a $6.7M deal for services including $1.2M 3-year support contracts by successfully completing a six-month support management pilot program for a Fortune 200 company.• Developed and implemented processes and procedures for DSM position which were as new team member standardized processes.

Rancho Cordova, Ca

I supported Tier-2 clients escalated from Tier0 and Tier1 becoming the only point of contact for technical and service-related issues. I managed communications, provided critical updates, and coordinated timely responses for high-touch customer issues and service-related outages. I mentored and coached Tier1 and new Tier2 agents allowing for increased tribal knowledge of products and support procedures. Some of my key accomplishments include…• Managed 50+ cases at a time as customer's point of contact.• Collaborated with operations and product management on critical issues and specific feature requests utilizing documentation and tracking.• Aided new hire on-boarding by mentoring Tier1 support agents providing specific Linux and WebEx services training and helped when necessary with support cases.• Maintained 20+ pieces of hardware used by support team member for scenario testing.• Collaborated with Engineering and Product Management in determining roll-out product viability by analysis of deployment feasibility and risk management.

Rancho Cordova, Ca

Before company was acquired by Cisco, I provided WebEx product suite Tier1 support for customers through inbound calls and emails. I completed 50+ issue calls or emails daily while maintaining a prior escalation queue of up to 20 tickets. I attached all required documentation to ensure proper escalation when needed. I consistently met required metrics for call-completion, customer satisfaction, and issue resolutions. Some of my key accomplishments include…• Consistently reached a 9+ to 10 score on customer C-SAT with support issues.• Acted as a member of the "Meeting Assist Team" providing new customers with 30-minute sessions for questions and training related to features and product how-to.• Acted as production assistant for large customers with 500+ attendee meetings and events by conducting event recordings, session diagnostics, professional editing, and making recordings available for download to their customer base.

Electrical And Electronics Engineering

Electrical And Electronics Engineering