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

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.

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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