Technical Support Manager
ESTARTA SOLUTIONS
Total years of experience :17 years, 8 Months
Lead teams of customer support engineers who respond to service requests and resolve customer issues.
* Handle escalations and assume ownership for the end-to-end customer experience.
* Serve in a liaison role; create a bridge that connects the technical and business perspectives of customer
engagements.
* Demonstrate knowledge of processes and team dynamics across the organization, as well as the superior
coaching and motivational skills required to engage, develop, and retain top talents in a high-performance
team.
* Supervise activities of CSE team with responsibility for results in terms of customer service satisfaction.
* Manage workload, and distribute it among team members, including the implementation of innovative case
management techniques.
* Demonstrate industry awareness.
* Manage CSEs of all levels; generally responsible for a team of 15 to 20 + people.
* Provide management guidance to all levels of employees on accomplishing goals.
Individually lead and managed a technical team of 10 infrastructure Engineers,
technical writing staff and interns that successfully delivered projects timely
and within the budget.
▪ Improved the technical writing process for online customer learning materials
that drastically improved the customer learning experience.
▪ Successfully completed over 200 projects before the deadline in 2017 and
Created, maintained and reviewed reports related to projects simplifying the
work of the management in understanding the project status and required
improvement.
▪ Consistently ensured the smooth running of the projects through independent
arrangements, schedules and follow ups on all the team members that were
involved both as internal and external stakeholders and made sure that all
documents were updated as per the status.
▪ Conducted studies and researches that led to improvements in projects
Delivered 24/7 technical support to 150 users in multiple locations world-wide
as the sole desktop analyst increasing customer experience and improving
customer reviews about the company.
▪ Collaborated with 12 developers to schedule project deliverables, resolved
defects, and ensured proper testing during implementation phases to reduce
errors.
▪ Developed a knowledge database to simplify technical issues for customers
reducing the customer waiting time for a solution.
▪ Provided Tier - III helpdesk assistance for over 3, 000 internal and global end
users.
▪ Oversaw a team of technical support and development team members for 10
new system projects reducing customer waiting period when a complaint is
raised hence improving service quality.
Promoted customer satisfaction resulting in customer service ratings above
95%
▪ Handled 500+ customer issues in accordance to policies and procedures;
collaborated with TS leadership to drive team performance to achieve goals
and objectives.
▪ Updated customers on the status of open service requests, escalating customer
issues to leadership when necessary.
▪ Resolved advanced clustering, LDAP, SSO mobile features, CAPAs and
Action Items. Performed Team Lead duties as assigned.
Responded to, evaluated, and prioritized incoming phone and email requests
for technical assistance from users experiencing problems all technology
related problems, employing a high degree of customer-service skill and
technical expertise while ensuring customer satisfaction.
▪ Contributed ideas to improve customer service and suggested ways for second-
level support to interact with customers and remain in the loop.
▪ As a quick
Business Administration concentrating in IT
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