Steve Hertel Jr Email & Phone Number

Glen Allen, Virginia, United States

• Directly manage team comprised of multiple Customer Success Roles; Service Delivery Managers (SDMs), Customer Success Associates (CSAs), and potentially Customer Success Managers (CSMs)• Maintain alignment with national Customer Success / Experience roles to enable standard approach and customer engagement• Create and maintain relationships within the ePlus Managed Services Center in order to deliver differentiated services to ePlus managed services customers via the Customer Experience Team • Collaborate with Sr. Director of Customer Experience to drive customer value through adoption, retention, and growth strategies • Identify common challenges, objections and adoption failure points and build engagement and engagement strategies to overcome them • Focus on building customer success model & culture with a customer first approach • Provide input to standardize playbooks, deliverables and process to ensure repeatability across teams• Focus on key metrics for success:o Retention & Renewalo Customer Satisfactiono Profitabilityo Expansion/Growth• Partner with peer PMO Managers, Pre-Sales and Post-Sales directors, MSC leadership to align with goals, objectives and continuous improvement • Recruit and retain top customer success driven talent • Drive efficiencies for all Customer Success roles • Actively participate in customer meetings, supporting team in addressing sensitive issues and customer escalations• Collaborate with Managed Services Team and Area and Regional level resources in helping to drive high customer satisfaction• Establish and maintain positive relationships with Business Development Executive & Account Executive personnel and leadership across assigned customer base to ensure optimal communication and alignment

Richmond, Virginia Area

• Responsible for tracking customer satisfaction across Managed Services offerings• Customer facing through recurring meetings, scheduled onsite Service Business Reviews• Advocate for customer and Managed Service Center• Establish strong relationships cross-departmentally to drive growth and customer satisfaction• Responsible for onboarding and maintaining customer information to help with day-to-day support and contract renewal• Act as a single point of escalation for customer and MSC, facilitate communication with appropriate parties

Richmond, Virginia Area

• Received multiple promotions as Manager, each time adding more departments and personnel responsibility.• Managed service desk responsible for support incidents and requests. Teams consisted of PC, MDM, Server, Network, Unified Communication, Helpdesk, Outbound, Service Delivery, and Afterhours teams with up to 30 employees throughout Manager titles.• Maintained schedule for coverage of 24x7 Service Desk.• Developed standardized Job Descriptions across all teams for leads and engineers.• Coordinated training sessions and programs to assist with defined career development and personal growth paths.• Defined relevant KPI’s and established measurement processes (IE Completed tickets, ticket First Response time and Resolution SLA’s, ticket escalations, ticket quality reviews, call presented/answered/abandoned rates, call quality reviews, automated customer survey responses, etc.)• Designed dashboards to redefine and streamline how service desk tickets are handled and real time stats are presented.• Measured all KPI’s and delivered to team’s and management.• Implemented change as needed based on said KPI’s (For example; escalation path adjustment based on number of tickets being escalated)• Assisted in pre-sales engagements for managed services clients.• Performed Incident Manager role for major outages or customer satisfaction issues.• Produced Root Cause Analysis reports for issues as needed.• Acted as Internal Change Management Coordinator responsible for lifecycle management of internal change requests.• Conducted Quarterly Business Review meetings for Managed Services Clients.• Created from scratch Policies and Procedures to better the team performance and client experience• Implemented internal surveys for Director, Manager, and Department satisfaction. Used results to improve conditions that needed work and point out to management areas of strength.

Richmond

Richmond, Virginia Area

Richmond, Virginia Area

• Acted as the liaison between the support team and management• Compiled and delivered monthly reports to management and customers regarding team metrics• Increased resource management tasks as needed by management• Collaborated with a team to define processes, procedures, and best practices for the team’s current and future needs.• All other duties of an engineer

Richmond, Virginia Area

NOC Engineer/Data Center Engineer supporting the following: Cisco Switches, Routers, and FirewallsCisco Call Manger and Unity HP Servers and workstationsDell Servers and workstationsVirtualization (VMware, HyperV)Blackberry Enterprise ServerExchange 2003, 2007, 2010Citrix Xenserver, XencenterWindows 2000, Xp, Vista, and Windows 7Barracuda Networks Web Filters, Spam Filters

· Support client base of 130+ with over 280 servers and 1,200 desktops. · Personal Account Representative for over 40 clients. · Perform assessments of physical IT security and IT practices for new and existing clients. · Specialize in Data Security through backup methods, access controls, and network security. · Knowledge of software from many industries; ranging from accounting, construction, dentistry, healthcare, manufacturing, mortgage, and more.