True excellence in infrastructure and support roles depends on far more than solving technical problems and being a hero. The secret superpower that lifts results from adequate to incredible is a deep understanding of both people and service. "Do less than customers expect and service is perceived as bad. Do exactly what customers expect and service is perceived as good.... But do more than customers expect and service is perceived as superior." I believe passionately in making sure that customers (internal and external) feel at every stage of the process that their problems are understood and addressed. Effective perception management is one of the pillars of great customer service-- just as important as solving the technical problem, meeting the deadline and finding the most efficient process. Each of these pillars support client satisfaction and each must be strong to support a company's success. I focus on all of these areas to ensure that technical support and customer service provide true value to the organization by achieving the highest level of client satisfaction. Some highlights of what I have to offer as a Customer Service leader include:• 30 years of technical support and customer service and IT Operations* 10 years of management and lead experience• Familiarity with diverse call center roles-- from direct line tech to manager, from knowledge base developer to CRM administrator, and moreIf you are looking for a customer service hero.. look no further.Specialties: Infrastructure Support, Call Centers, Customer Support, Technical Support, Desktop Support. Microsoft Applications, web based applications, linux, Office365