Timothy Volking Email & Phone Number

Georgetown, Tx, Us

Campbell, Ca, Us

• Leads a global, multi-tier support organization with a focus on 8x8’s largest enterprise accounts• Implemented processes and procedures that have increased the operational proficiency and quality throughout the organization• Established and driven a set of KPIs that supports a best-in-class customer experience which has resulted in a 93% satisfaction customer rating• Developed and deployed a completely new Technical Account Manager program that has increased 8x8’s ability to support our largest enterprise customers and drive additional recurring revenue• Redeployed talent into new job functions successfully while establishing baseline performance metrics to ensure continued success as well as increasing operational efficiencies • Introduced a Critical Account Program that resolves customer crises via a cross-functional effort • Introduced advanced reporting and measuring into the support escalation and incident management team

Campbell, Ca, Us

• Leads a global, multi-tier support organization with a focus on 8x8’s largest enterprise accounts• Implemented processes and procedures that have increased the operational proficiency and quality throughout the organization• Established and driven a set of KPIs that supports a best-in-class customer experience which has resulted in a 93% satisfaction customer rating• Developed and deployed a completely new Technical Account Manager program that has increased 8x8’s ability to support our largest enterprise customers and drive additional recurring revenue• Redeployed talent into new job functions successfully while establishing baseline performance metrics to ensure continued success as well as increasing operational efficiencies • Introduced a Critical Account Program that resolves customer crises via a cross-functional effort • Introduced advanced reporting and measuring into the support escalation and incident management team

Kanata, Ontario, Ca

Kanata, Ontario, Ca

• Leads highly technical support and services teams that work directly with customers and internal teams ensuring UCaaS services are delivered and supported through the customers life cycle • Responsible for the hiring, retaining, and growing technical talent to support a globally diverse customer base• Guides and directs teams to success by building strong internal and client relationships, driving continuous improvement and consistency in services delivery, leading resolution of escalated support issues with clients, and providing ongoing mentoring and growth opportunities for team members• Works with the account management teams to manage customer expectations and ensure alignment and satisfaction between with Mitel and our customers• Act as a strategic advisor for executive leadership with insights into industry trends and best practices and provides recommendations on organization shifts to address the ever-changing SaaS landscape • Collaborates directly with Product and Development teams to ensure product quality and service delivery models are efficient and contribute to customers success with the Mitel solution• Developed and managed a Critical Account Program that supports major escalation by driving product improvement, heightened sense of urgency with cross functional teams and a very hands on collaboration with customers

Kanata, Ontario, Ca

• Leads highly technical support and services teams that work directly with customers and internal teams ensuring UCaaS services are delivered and supported through the customers life cycle • Responsible for the hiring, retaining, and growing technical talent to support a globally diverse customer base• Guides and directs teams to success by building strong internal and client relationships, driving continuous improvement and consistency in services delivery, leading resolution of escalated support issues with clients, and providing ongoing mentoring and growth opportunities for team members• Works with the account management teams to manage customer expectations and ensure alignment and satisfaction between with Mitel and our customers• Act as a strategic advisor for executive leadership with insights into industry trends and best practices and provides recommendations on organization shifts to address the ever-changing SaaS landscape • Collaborates directly with Product and Development teams to ensure product quality and service delivery models are efficient and contribute to customers success with the Mitel solution• Developed and managed a Critical Account Program that supports major escalation by driving product improvement, heightened sense of urgency with cross functional teams and a very hands on collaboration with customers

Kanata, On, Us

• Lead a global technical team that delivered technical services to both UC and UCaaS customers • Maintained account retention of 95% while sustaining growth quarter over quarter• Developed, launched and managed a UCaaS subscription service offering that leveraged the technical account team as well as cross functional teams such as support, customer success and activations• Provided both technical and business coaching and mentoring to colleagues which directly contributed to their individual success• Successfully constructed a training and operational plan to migrate UC focused colleagues into UCaaS focused contributors• Identified and corrected operational deficiencies that limited success of the organization which improved both colleague efficiency and job satisfaction

Kanata, On, Us

• Engaged primarily with the most strategic accounts within the ShoreTel customer base • Acted as the customers trusted technical advisor delivering recommendations for system improvements as well as ensuring all best practices were being applied • Engaged with the customers senior and executive leadership to provide technical and business solutions leveraging the ShoreTel suite of applications and services• Acted as the customers internal champion for all items, both technical and business driven• Engaged with the customer on a recurring basis as well as ad-hoc to provide technical support, updates and tactical guidance during crisis scenarios• Provided ShoreTel executive leadership with account summary as needed

Kanata, On, Us

• Performed standardized regressions and ad-hoc testing to stress the ShoreTel solution • Documented and reported all found defects during testing and worked with development team to solve• Reproduced field issues to assist the development team address critical customer defects• Recorded solution limitation and performance data ensuring all customer facing documentations was accurate• Responsible for the initial build out and long-term maintenance of all test equipment to include network equipment, ShoreTel specific equipment and testing tools

Kanata, On, Us

• Provided technical and procedural guidance to the ShoreTel support engineers• Reviewed colleague case documentation for technical accuracy and proper case management • Provided one on one mentoring of ShoreTel support engineers• Defined team and individual goals and objectives for annual performance reviews• Managed customer escalations in both ta technical and primary point of contact • Provided technical support to customers and partners on the ShoreTel product line in a call center environment.• Identified defective behavior, gathered the appropriate data and escalating the defect to the next level of support for additional diagnosis

Kanata, On, Us

- Primary responsibility was providing customers, Shoretel Partners, and Internal ShoreTel staff support via phone and remote computer access technical support for the Shoretel System and its third party applications.- Coordinate with customers, Shoretel Partners, and third party vendors to troubleshoot and resolve technical issues. These types of issues include PSTN connections, third party equipment, third party software, and WAN carrier issues.- Assist customers and Shoretel Partners identify potential network issues that would impede the proper functionality of the Shoretel product. - Assist in system design and configuration of installed ShoreTel systems- Identify defective behavior in the Shoretel system and provide the appropriate data to the escalation team or the products development team for the next level support.

• Provided technical support and customer service to customers on a day to day basis • Planned and implemented various voice products to include PRI, T-1, analog circuits as well as hosted VOIP seats.• Developed procedures and protocols for the installation department• Developed training for users, sales department and field technicians.• Assisted in pre and post-sales support and customer relationships

• Provided technical support and customer service to customers on a day to day basis on their data networks, telephony networks, and hosted solutions• Managed and assisted teams on the planning and implementation of voice and data networks to include the cabling infrastructure• Managed the day to day operation of DSL department to include installation, technical support, customer service, and billing• Installed, configured, and supported the following software packages, Windows 2000 Pro, Windows 2000 Server, Windows XP Pro, Windows 2003 Server, Exchange Server 2003, Blackberry Enterprise Server, Trend Micro Neat Suite, MSDE 2000, SQL server database, TeleVantage(PBX), and Sphere (PBX)