Summary

As a Director of Technical Support, my mission is to ensure that our customers receive exceptional service and support throughout their entire product journey. With extensive experience in customer support and technical troubleshooting, I am dedicated to providing effective solutions to meet the unique needs of each individual customer.

My expertise lies in managing teams of managers and engineers to deliver world-class customer service. I am skilled in analyzing data and customer feedback to identify trends and areas for improvement, and then implementing strategies to enhance the customer experience. I am also experienced in developing and delivering training programs to ensure that support teams have the necessary skills to provide top-notch service.

In addition to my technical skills, I am a strong communicator and relationship-builder. I understand that customer support is about more than just solving technical issues; it's about building trust and rapport with customers to foster long-lasting relationships. I am committed to creating a positive customer experience at every touchpoint and ensuring that every interaction with our company leaves a lasting impression.

If you are looking for a Support Leader who is dedicated to delivering exceptional customer service, please don't hesitate to reach out. I would be honored to discuss how my skills and experience can benefit your organization.

Resume

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Director, Technical Support

February 2024 - PRESENT

Skills: Senior Leadership, Project Management, KPI & SLA Management, Customer Relationship Management, Major Incident & Outage Resolution, Jira & Confluence Owner

Responsibilities

· Led and managed a geographically distributed team of 3 technical leads and 15 support engineers, ensuring effective communication, collaboration, and alignment to deliver high-quality customer support services.
· Prioritized and managed the highest-priority issues, including outages, incidents, and other critical operational challenges, driving resolution and minimizing impact to customers.
· Managed War Rooms/SEV1 calls during major incidents, engaging appropriate resources and stakeholders to coordinate and communicate updates until resolution.
· Maintained regular sync-ups with internal teams, management, and customers to provide updates on ongoing issues, customer feedback, and future releases.
· Successfully designed, tested, and launched a Jira Service Management Customer Self-Service Portal and Confluence Knowledge Base, collaborating with Marketing, IT, Engineering, and Business teams to decommission email-based ticketing and improve customer satisfaction.
· Established and launched a Freshworks Fresh Status Platform Status page to provide public updates and notifications of issues, outages, and maintenance, improving transparency and customer communication.
· Optimized response time and time-to-resolution, reducing First Response and Time to Resolution, while maintaining Service Level Agreements above 95 percent.
· Managed the triage and assignment of 100+ Jira Service Management tickets daily, based on priority, customer, and business impact, ensuring timely and effective resolution of customer issues.
· Worked closely with Product Management and Product Engineering to ensure AccuV platform stability and proper roadmap releases, driving platform innovation and customer value.
· Developed strong partnerships with vendors to ensure optimal support and cost savings on renewals.
· Established and maintained Standard Operating Procedures (SOPs), service policies, and business roadmaps, ensuring consistent and effective service delivery.

Major Projects

Customer Self-Service Portal

Led the architecture, design, implementation, and successful launch of a new customer service portal utilizing Jira, in close coordination with multiple cross-functional teams such as IT and Marketing. During this project, I oversaw the discontinuation of email-based support and encouraged customers to utilize the new portal, ensuring that they received proper notification, training, and updates regarding the transition.

Customer Knowledge Base

Established a comprehensive customer-facing knowledge base that contains a vast repository of articles, enabling users to gain insights, troubleshoot issues, and avail themselves of self-service options. Additionally, the knowledge base serves as a valuable resource for customer service agents, providing them with relevant and helpful article suggestions when creating tickets.

Customer Platform Status Page

Developed a public-facing platform status page to keep customers informed about the overall health of the platform, as well as to communicate any ongoing issues, outages, and scheduled maintenance.

Jira Service Management & Confluence System Migration

Contributed to the successful migration of ticketing, configuration, and knowledge base to Atlassian's Jira Service Management and Confluence by providing valuable assistance during the setup process.

Skills: Technical Leadership, Ticketing System Administration, Escalation Management, Cross-Team Collaboration

Responsibilities

· Oversaw Freshdesk ticket escalations and conducted quality assurance checks on the work of technical support engineers to maintain high-quality standards and optimize customer satisfaction.
· Supervised a team of 5 technical support engineers, providing guidance and support to ensure optimal performance and productivity.
· Collaborated with the development team to communicate technical and business specifications regarding new platform features and bug fixes, ensuring that the Support team had the necessary knowledge to maintain platform stability.
· Solely administered the Freshdesk ticketing system from setup to enhancements, and successfully migrated it to Jira Service Management.

Major Projects

Azure Governance

Gained comprehensive knowledge and insight into the existing governance and resource architecture of the Azure environment, replicated the same structure across several other environments, and established an efficient and streamlined process using Azure Resource Templates.

Mentorship Program - Finance

Served as a mentee to the Vice President of Finance, receiving valuable guidance and mentorship in leadership skills and financial knowledge and management.

Skills: Customer Service Management, Customer & Vendor Outreach, Customer Training, Customer Documentation

Responsibilities

· Established a new Tier 1 Support team with a focus on vendor outreach, training, and issue resolution.
· Designed and implemented new Tier 1 Support procedures and developed Excel reporting standards for
daily Senior Management Discussions.
· Managed a team of two Tier 1 resources while simultaneously providing support to Tier 2/3 teams by
resolving 20+ Salesforce Cases per day.

Major Projects

Cross Team Job Shadowing

Shadowed multiple teams and actively participated in company-wide system transitions.

Azure Cloud Migration

Assisted in devising and executing a comprehensive plan for migrating from on-premise infrastructure to the Azure cloud.

Bachelor of Science (B.S), Computer Science

University of North Texas

1155 Union Cir, Denton, TX, United States, 76203

Undergraduate Academic Certificate in Security

University of North Texas, May 2016