Shawn Carson Email & Phone Number

Us - Remote

Solutions focused Technical Support Manager with 15+ yrs. of IT Leadership. A history in training, both internal and external customers, enables me to effectively communicate across multiple levels. Passionate to deliver smooth solutions at anticipated deadlines and communicating with customers and internal departments for UI/UE related needs.

Oklahoma - Remote

• Spearheaded staffing and ramping for international support sites in Costa Rica and Panama.• During first quarter in role, lead the team to improvement of Time To Relief (TTR) from an average of nine days to an average of five days.• Engaged fully with KCS participation, improving proper measurable usage of the tool by the team up 14%.• Interfaced directly with team leads to develop strategies to reduce the backlog of service requests held by technicians. This resulted in a 20% decrease in SR backlog across the team.• First two quarters in role drove team NPS customer satisfaction metric from 34% to 52%

Oklahoma City, Oklahoma - Remote

• Delivered training to customers with an eye on forming a relationship between the customer and KACE with the goal of elevating that relationship beyond a simple financial transaction.• Did initial development of eLearning course for Scripting module of the K1000 appliance. This eLearning module was showcased to Dell KACE customers at Dell World: Software User Forum 2013.• Developed and delivered content for Dell World: Software User Forum, as part of a greater team effort.• Assisted in development and delivery of tailored training for customer onsite delivery.• Created content for, and delivered multiple KACE Kontinuing Education series webinars, including delivery of open question and answer sessions.• Participated in discussions on ITNinja.com in order to find KACE customers with questions and help lead them to solutions.• Sought out clarification on customer escalation paths and published the information to the team.• Maintained dialog with customers, presenting the Training team as a resource to better ensure successful product implementation.

Oklahoma City, Oklahoma Area

• Lead development of tailored vitality training initiative for the Client Workstation business to improve technical and customer skills and drive down warranty cost.• Assisted in development and delivery of “Commodity Blitz” training for multiple U.S. sites, bringing a new focus on troubleshooting and accurate dispatching. This initiative resulted in a reduction of warranty cost for Enterprise Server support.• Responsible for the training of 50+ outsourced agents in the Philippines for Imaging support.• Lead the Oklahoma City site initiative training of 250+ agents and team leads for the Delta call logging tool, additionally providing floor support for tool usage after rollout was complete.• Facilitated transition of 200+ agents from Consumer to Client lines of business including Imaging and ProSupport offerings.

Oklahoma City, Oklahoma Area

• Managed frontline team in the FDI group through multiple changes in line of business. In ten month span had a greater than 35% promotion rate. Team continued to improve during times of extreme change and challenge.• Participated in the planning and development of the Process Compliance model used to assist agents in the performance of their roles. Under this model the Oklahoma site was, by metrics, the top rated XPS support group within Dell.• Lead the “Funn Bunch” Winning Culture group, responsible for floor morale and activities. Transformed the organization into a more active focal point for business morale.

Oklahoma City, Oklahoma Area

• Provided training for the launch of Enterprise Basic and Gold support in Oklahoma City. The first class was 30 agents with 150+ total agents trained in the first six months.• Served as primary contact point between Enterprise support in Oklahoma and Training in Texas, facilitating communications in both directions and coordinating meetings to ensure that needs were met for both organizations.• Established communications with various groups throughout the Oklahoma City site allowing for stronger cooperation between the groups and an improved level of cooperation than historically seen on other sites.