Victor Chotesuparach Email & Phone Number

• Managing a global team across 3 regions (Americas, EMEA, APAC - 14 Members) • Work with various stakeholders across the business to review customer support structure and design• Manage scheduling and coverage across 24x5 support plus weekend coverage• Perform quality of service check and coach agents on course of action to comply with company standards• Provide guidance to assist individual agent goal• Continue responsibility of Team Leader

Princeton Junction, New Jersey

• Assist with managing 2 global teams across 3 regions (Americas, EMEA, APAC – 12 Members)• Review, Structure and design work flow policies• Perform quality of service check and coach agents on course of action to comply with company standards• Manage scheduling and coverage across 24x5 support plus weekend coverage• Design training modules and perform training course to increase or enforce agent knowledge• Continue responsibility to a limited degree of a System Support Specialist • Maintain and update internal team resources such as confluence (WIKI) for the Technical Support and Developer Support Team• Lead resource for Technical and Developer Support Teams on supported products

Princeton Junction, New Jersey

• Collaborate with internal and external clients to insure product cohesiveness• Utilize internal applications (JIRA, SalesForce, etc...) to report and resolve technical challenge(s)• Support multiple business based products (Factiva, Risk and Compliance, PEVC, etc...) • Maintain level of excellence in service• Review internal content (XML, CSV, etc...) for irregularity• Assist with establishing work flow policy and training of new hiresACCOMPLISHMENTS: Took on responsibility to redesign and update team intranet - Confluence (WIKI)

Monmouth Junction, Nj

• Identify client’s technical and non-technical challenges with Dow Jones product (The Wall Street Journal, Barrons, etc...) • Provide phone support to resolve digital application and subscription challenges• Maintain level of excellence in service for any inbound e-mail request ACCOMPLISHMENTS: Reduce backlog of unresolved cases from January 2013 (Filled 15-20% in second week on the job)

Greater New York City Area

• Qualified clients and provided technical solutions to meet business needs• Obtain industry standards technical/sales certifications• Collaborated with colleagues remotely on technology specifications• Collaborated with internal techs on research and development (R&D) projects• Draft business proposals to justify infrastructure enhancementsACCOMPLISHMENTS: Earned prestigious apple product professional certification, allowing company to become Apple authorized partner

Williamsville, Ny

• Evaluated IT infrastructure and developed technical solutions to mitigate risk• Create call logs to document business solutions presented to clients• Reviewed client’s RFP and assisted in drafting RFQ to address any compliance challenge(s)• Cross referenced specifications of various manufactures (HP, Dell, IBM, and EMC) product and evaluated benefits• Obtain industry standards technical training and implementations rules

Woodhaven, Ny

• System builder for Marvic International Inc.• Evaluated backup solution, deploy, and implement• Personal, workstations, and mobile device deployment and troubleshooting• Wire and wireless deploy and implement• Remote software upgrade and system optimization

Port Washington, Ny

• Collaborated with US divisions under the Systemax Inc. (SYX) umbrella to identify solutions for corporate account reps• Managed funded programs (Discount NOW, Education Rebate, BIG Deal, Bid Desk) and ensured proper execution• Strategized, marketed, and managed internal promotions to improve ROI for HPACCOMPLISHMENTS: Instrumental in saving company 40% (over 800K) on server-wide rollout. Worked extensively on a POS project, which saved company 50-60% (500K).

Port Washington, Ny

Corporate Account Sales Representative (2000-2003)• Oversaw and developed a team of junior sales staff “Mentor Program”• Qualified clients and provided technical solutions to meet business needs• Establish and maintain corporate account base to increase seat valueACCOMPLISHMENTS: Participated as lead sales rep for CRM pilot program.

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