I excel at crisis management being able to effectively communicate during service outages with an eye toward continuous improvement to process afterward. I have an In-depth understanding of what it takes to provide superior technical service with skills in service revenue growth, customer relations, customer satisfaction turnarounds, outsourcing, and building support organizations and call centers. I have been responsible for and managed in-house and outsourced tier one, two, and three technical support agents/engineers. I am a strong advocate for the customer, and have the ability to apply my technical skills to a process and determine how technology can be used to improve productivity, quality and customer satisfaction.Specialties: Cloud Computing,Content Delivery Networks,Telecommunications,Networking,Call Center Technology,Skills Based Routing,Key Performance Indicators (KPI's),Metrics,Service Level Agreements (SLA's),Service Revenue Growth,Customer Satisfaction Turnarounds,Outsourcing,Building Support Organizations