Manager, Customer Service and Technical Support
TRACKING POINT, INC
مجموع سنوات الخبرة :17 years, 1 أشهر
SME on the entire suite of TP offerings, worked closely with system developers and engineers to address customer issues. System Administrator for digital corporate phone system. Created and implemented complete customer service and technical support infrastructure and processes.
• Sole POC for all issues reported in over $5M in HW sales.
• Retained over $500K in total rifle revenue due to direct support on customer location and repairing reported issue(s).
• Led newly formed Customer Service and Technical Support teams utilizing SalesForce as the CRM interface and created training curriculums for both teams.
• Created ACD call flow for SALES team and created CTI using MS Outlook plug-ins.
• Demonstrated cross-functional leadership by working with other internal organizations set up demonstration systems that illustrated the company technology at various trade shows.
• Created RMA process flow to ensure that all firearms were in compliance with all BATF regulations.
• Traveled extensively (50% of the time) to customer locations to repair customer rifles.
• Administrator for MITEL VoIP corporate phone system after migrating from MERLIN in-house hardware. Migrated to AVAYA system after office relocation while maintaining responsibility for system.
Primary customer interface and technical site-lead while providing implementation and testing of QLIKVIEW releases and patches.
Managed over 500 file and print servers and 3000+ users in Windows 2003/2008 environments.
Led team of UNIX® System Administrators providing operating system and application level support for emergency (E911) services. Mentored team to ensure proficiency across multiple UNIX® platforms.
• Led team responsible for $14M project involving design, planning, integration and implementation of new hardware for multi-national company by working with external vendors to create a RHEL® Service Guard cluster implementation.
• Implemented a remote SAN implementation to ensure availability across each node of the cluster 100% of the time.
• Configured and maintained hardware RAID storage on EVA 4100 RAID controllers and disk storage shelves.
• Resolved issues such as simple configuration issues to complex TruCluster failures and down production servers for customers running Tru64 UNIX®.
• Collaborated with customers concerning their performance issues. Repeatedly reconfigured very complex Logical Storage Manager/Logical Volume Manager (LSM/LVM) non-operational configurations that caused poor performance that ultimately impacted production servers.
• Conducted annual on-site visits to five primary customer locations (traveled 15% of the time) to client upper management. Presented information to the customer management showing established metrics fulfillment on a semi-annual basis.
• As a senior member of the Tru64 Gold Unix Support Team, responsible for scheduling “on-call” rotation for the entire team (35 personnel) and ensuring the team web page (APACHE) was properly updated and accessible.
Provided initial software support for all HP customers running Tru64 UNIX®.
• Resolved issues such as simple configuration issues to complex TruCluster failures and down production servers for customers running Tru64 UNIX®.
• Collaborated with customers concerning their performance issues. Repeatedly reconfigured very complex Logical Storage
Manager/Logical Volume Manager (LSM/LVM) non-operational configurations that caused poor performance that ultimately impacted production servers.
• Conducted annual on-site visits to five primary customer locations (traveled 15% of the time) to client upper management.
• Presented information to the customer management showing established metrics fulfillment on a semi-annual basis.
• As a senior member of the Tru64 Gold Unix Support Team, responsible for scheduling “on-call” rotation for the entire team (35 personnel) and ensuring the team web page (APACHE) was properly updated and accessible.
Led team of 38 Technical Account Managers. Created and
maintained the team web page (APACHE) as a focal point for technical and procedural information.
Computer Science was my field of study.