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Responsible Technical Support Executive who is an expert at using metrics to improve associate performance. Adept at developing efficient metrics guidelines training technical support associates and improving technical support performance based on input from other company managers. Specializes in consumer electronic and software technical support.
- Certified technical expert in several software operating system platforms
- Exceptionally well-versed in computer software
- Excellent communicating and reporting skills
- Responsible executive who solves problems and takes share of the blame for failures
- Able to work with all levels of management
- Believes in being proactive to solve company issues
- Responsible for developing and utilizing metrics to track associate performance.
- Worked with other executives to find ways to enhance and improve technical support’s impact on the rest of the company.
- Responsible for hiring and firing technical support managerial staff.
- Responsible for creating a set of metrics that improved customer satisfaction with technical support calls by 35 percent.
- Assisted in developing company policies towards internal support and support metrics.
- Responsible for managing the technical support budget and making sure that all training sessions and certifications were kept up to date.
- Responsible for creating and managing the budget for the technical support department.
- Responsible for developing and utilizing technical support performance metrics.
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