Summary
Proven skills providing leadership in technical support, IT, training and consulting organizations. Excellent problem solving, communication, and technical skills allowing me to add value both strategically and tactically. Experience providing high-quality international technical support with a distributed team. Creates highly productive teams through mentoring, setting goals, and creating a positive attitude. Successful in cross-functional environments with QA, engineering, consulting, sales, and marketing. Known for ability to develop strong and positive working relationships with partners and customers. Demonstrated agility in adjusting business plans to support changing corporate goals. Able to accomplish a wide variety of tasks simultaneously. A passion for providing the best support.

Experience

Confidential, President / Consultant [2010 – Present]
Private Consulting in IT, web development, and technical support

• General IT consulting for small business including OS configuration, networking, email, IIS, MySQL, applications, and mobile devices.
• Web development and website maintenance including PHP, CSS, HTML, and WordPress.
• EPUB conversion and formatting for numerous services and devices.
• Maintain knowledge of support services best practices by assisting First Wednesday Group with public events, contributing to as an expert, and participation in the Association of Support Professionals

Confidential, Manager, Service Desk [2008 – 2010]

• Led group of thirteen professionals providing international technical support.
• Restructured team into front line / back line to improve response time and quality of responses.
• Implemented transactional surveys to focus on customer satisfaction as a primary metric.
• Hired team members and brought them to a high level of performance.
• Upgraded Knowledge Base system for significantly increased productivity and customer satisfaction.
• Directly worked most difficult escalated cases solving TCP issues using Wireshark and Dig.
• Queried MSSQL databases improving service with additional data and trends.
• Continually received customer compliments for support team member’s performance.

Confidential., Director, Technical Support Center [2008]

• Led group of fifteen support engineers delivering both corporate and retail support.
• Implemented support policies working toward significant improvements in support delivery.
• Created plan for implementing improvements in knowledge base enabling call deflection, improved search, integration with call tracking system, and customer tracking to improve data organization.
• Improved call tracking issues to improve and automate call flow.

Confidential, Director of Customer Service [2004 – 2007]
Confidential OEM appliances, the Network Engines Microsoft ISA appliance and the Network Engines / Whale Microsoft IAG appliance.

• Led group of ten professionals providing technical support, training, and consulting.
• Instilled a sense of ownership and teamwork.
• Emphasized service role to ensure the group offered the best possible service. Led by example to achieve this goal.
• Built a motivated cohesive team working together to ensure the best possible level of support.
• Delivered global software and hardware support 24x7 via web self-help, web requests, phone, email and on-site visits.
• Supported the Whale Communications IAG product after Microsoft acquired it more than doubling the support demand and requiring additional infrastructure for very complex support including scripting, networking, and protocol analysis.
• Transformed the support relationship with one of our largest OEMs from extreme dissatisfaction to a productive and positive relationship through communication and partnering.
• Implemented call tracking, knowledge base, web call entry system and ACD.
• Implemented tracking processes and improved working relationships within engineering and QA resulting in bringing hardware platforms to expected quality and performance levels.
• Continually receive customer compliments for support team member’s performance.

Confidential, Director of Support Services [2000 – 2004]
Confidential product was a knowledge base for sales and marketing that runs under Windows 2000, IIS, ColdFusion, Microsoft SQL Server, and Microsoft Office.

• Managed customer support, IT, QA, training and consulting.
• Achieved extremely high customer satisfaction, exceeding customer expectations and SLAs, and ensuring all customers remain excellent sales references.
• Created and maintained a 24x7 SaaS service that accounted for 42% of Conjoin’s yearly revenue.
• Created and maintained web-based support and Knowledge Base.
• Designed and implemented all IT services including Windows Active Directory, Cisco PIX firewall, Windows DNS, NAT, server upgrades and other major IT improvements with a very limited budget.
• Implemented and maintained consulting services writing custom software using ColdFusion and Microsoft SQL 2000 to complement the product and meet specific customer needs, generating additional revenue and increased customer satisfaction.

Confidential, Manager of Support [1995 – 2000]
Confidential produced integration software to easily move data between a variety of applications including Siebel, PeopleSoft, SAP, JDE, Oracle, ODBC, Web Servers, XML, and Microsoft Office.

• Managed seven professionals in customer support, IT, training, facilities, and consulting.
• Created support organization and support products including 24x7 support from scratch.
• Exceeded customer expectations and SLAs, ensuring all customers remained excellent sales references.
• Redesigned the organization to meet change from desktop model to an enterprise model.
• Supported very complex products across multiple languages, applications and platforms.
• Created the IT organization from scratch supporting a large number of platforms.
• Created a new computer room providing networking creating maximum capability with minimum investment.
• Implemented the training organization from scratch serving both customers and internal personnel.
• Designed and implemented training business plan and products.

Additional Experiences

• Managed the knowledge system, rated by the support staff to be the most effective and critical tool they had available.
• Turned around marginal employees to be exceptional employees.
• Increased customer service satisfaction from under 7.0 to 8.13 on a 1 to 10 scale.
• Given responsibility for all computing facilities including supervision of personnel, planning, purchasing, and configurations.
• Implemented a move to a new building setting up computers and networks.
• Created Lisp programs accessing Oracle databases and other sources.

Education: Confidential University, Bachelor’s Degree in Computer Science.