Ian Struckhoff Email & Phone Number

The Fourth Place creates spaces where geeks feel at home, and everyone is welcome to play!Helping players and businesses host better board game nights, and connecting geeks and gamers with the things they love and people who share that love.Currently a one-man band responsible for: Product development of upgraded (VAR) editions of popular board games.

El Segundo, California

Support leader for the leading SaaS warehouse management software (WMS) for third-party logistics providers. Manage Level 1, Level 2, and Special Teams (API and EDI) support.

Boston, Massachusetts

• Head of customer service and client support for mobile payment, loyalty, and order ahead provider, through business transitions including shift to order ahead, and building a dedicated team for branded support for.
• Scaled team at pace with volume from 11 to 47 members, implementing leadership structure, tiered support, 24/7 support, and multiple squads, while improving customer satisfaction by 6%
• Encouraged growth of team members and reduced attrition by 80% through growth paths based on specialization to foster ownership via measurable goals, process improvement, and teaching peers
• Improved problem management (trending and root cause analysis) process to increase reported issues by 300% and bug acceptance ratio by 60% while raising profile and trust of team members
• Built transparent client, team, squad, and individual level SLAs, OLAs, and KPIs and reportingIntroduced service level reporting in client dashboard, VIP client support process, hybrid projects team, overhaul of.

Boston, MA

North Andover, MA

• Led the support team for SaaS products for auto rental and service loaner fleet management, including level 1 call center support, level 2 technical support, client and employee training, new customer implementation.
• Focused on improving customer satisfaction through mature processes and agent performance

Greater Boston Area

• Process manager tasked with improving workflow discipline, managing queue coordinator, implementing and maintaining OLAs, and other process improvement projects
• Vendor manager of outsourced level 1 team, responsible for managing SLAs, implementing and enforcing procedures, and training and documentation for initial and expanding enablement
• Project manager for process improvement, including stakeholder review, design, documentation, implementation, and ensuring consistent and measurable processes and procedures
• Recovery manager, responsible for service advisories, transparency, and response coordination during scheduled maintenance and major incidents, reducing the latter by 85%
• ITIL Foundation v3 Certification and PMI Training

Cambridge, MA

• Provided strategic support including account management, problem management, and maintenance release management, as primary point of contact for the majority of North American clients, including Fortune 500 and Global.
• Supported a J2E web-based application including CRM, claims, benefit and payment system
• Built and maintained support environments for each client including WebSphere (Certified SysAdmin), WebLogic, DB2, SQL Server, Oracle, and other technologies on Windows and AIX platforms

Greater Boston Area

• Supported a web based (ASP) front-office solution for the staffing and recruiting industry, integrating email, schedule, contact/candidate CRM, and job workflow.
• Resolved of escalated issues within support team, and triage of bugs and other serious issues to development, delivery, and professional services teams.
• Owned all complex and important issues for a number of strategic clients.

Hanover, NH

• Responsible for all (Tier I and II) support for InterMapper SNMP-based cross-platform network monitoring application.
• Managed ticketing system, and interfaced between this system and SalesLogix.
• Provided management with processes to track support, and created a system to track common issues for development planning.

M.A. Hons, Philosophy

Activities and Societies: Member of Philosophy Department Staff Student Council Member of RocSoc, Medieval Society - Organized and hosted.

Postgraduate Certificate, Philosophy

• Taught portion and research towards thesis proposal in analytical Philosophy PhD program • Built strong skills in communication, time.

Transferred, Philosophy, Classics

Activities and Societies: Signator of the Game Society• Majored in Philosophy, with the equivalent of a minor in Classics • Transferred to.

Postgraduate Certificate (Phd Program), Philosophy