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Summary of Qualifications
Award-winning, senior-level technical support leader with a consistent, proven track record of performance.
Honored with the Dell Champions Award and multiple high achievement awards.
Demonstrated ability to build and lead teams and meet or exceed Net Promoter Score (NPS) and OSAT goals.
Problem solver, with a unique ability to diffuse conflict and find favorable solutions or outcomes.
Areas of Expertise
Team Management/Leadership Client Relations Quarterly Reviews
Interviewing & Hiring Problem Solving Merchandising
Staff Training Policies & Procedures Staff Performance Reviews
Professional Experience
Technical Support Senior Manager, Quest Software Xxxxxx, CA Oct. 2015-Present
Build and lead a team of employees to achieve proper call handling and support procedures objectives.
Collaborate with global support managers to achieve Net Promoter Score (NPS) and OSAT goals.
Work closely with product managers and developers to ensure customer input is considered for inclusion, including performing quarterly reviews with product owners to improve quality.
Ensure senior managers are aware of product gaps and drive change to create a customer-centric product.
Maintain responsibility for managing major, high-level customers.
Provide feedback and approval to software release candidates and ensure team members are prepared to support the latest releases.
Lead and create processes and procedures to provide hardware-related support.
Manager, Technical Support II, Dell Xxxxxx, CA Jan. 2013-Oct. 2015
Performed the exact same functions as Technical Support Senior Manager for Quest Software.
Honored with the 2014 Dell Champions Award for exceptional performance.
Manager, Technical Support, Quest Software Xxxxxx, CA May 2010-Nov. 2012
Managed resolution of customer escalations and field issues while also training team members on how to leverage their soft skills to build relationships with customers.
Worked closely with sales and licensing personnel to achieve performance objectives.
Earned the 2011 High Achievement Award (Presidents Club) for stellar results-achieved.
Honored with an Employee Recognition Award in the second quarter of 2011.
Played an integral leadership with migrating data from Salesforce to Siebel.
Global Technical Support Manager, BakBone Software Xxxxxx, CA Sept. 2000-May 2010
Built and led a team of personnel, including interviewing candidates for employment opportunities; hiring new staff; and training team members on best practices.
Collaborated with department heads, managers, supervisors and vendors to resolve problems.
Developed organizational goals, policies and procedures and also created standards and priorities.
Honored with the High Achievement Award (President s Club) recognition in 2008.
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