director technical support resume example with 16+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary
Methodical Director with over 20 years of comprehensive experience overseeing daily operations of Customer Support, Customer Success and Professional Service departments within the Financial Services, Healthcare and Cyber Security sectors. Hardworking and versatile professional well-versed in executing business strategies, preparing and implementing business plans and overseeing financial performance. Thorough knowledge of market changes and trends paired with strong grasp of corporate finance and performance measures.
Service Management Platform: BMC Remedy, Salesforce, Microsoft Dynamics, Zendesk
Expert Proficiency in Agile Methodology (Serving as Scrum Master for Methodological Introduction).
Advanced familiarity with ITIL Service Model
Virtualization and cloud computing delivery methodology, wireless offerings, and networking platforms.
Critical Thinking
Customer Service
Hiring and Retention
People Management
Crisis Management
Customer Support Needs Assessment
Financial Reporting
Team Building
Organizational Development
Call Center Operations
Budget Management
Strategic Planning
Contract and Vendor Management
Education and Training
Charter Oak State CollegeNew Britain, ConnecticutExpected in ā āBachelor of Science:Business Administration - GPA:
Experience
Artisan Partners - Director, Technical Support Boston, MA, 04/2020 - Current
Manage 7 Service Managers and over 140 highly skilled Technical Engineers and Support Staff that encompass a global implementation and support organization, with a customer first mantra in the Cyber Security Industry, specializing is SaaS deployments, training and overall support
Responsible for 24/7 Operations of globally dispersed Support Organization
Manage high-level contract negotiations, support and escalations working with internal support groups from local teams to global product support and customers from the tech level to the C-Suite
Overall responsible for the digital transformation of customer support interaction of clients, while maintaining best in class Key Performance Indicators
HillRom - Director, Technical Services City, STATE, 07/2017 - 03/2020
Responsible for the delivery of all Hill-Rom Clinical Workflow Solutions (CWS) Information Technology and medical device support, maintenance and implementation services
Provided the leadership and management necessary to ensure that the company has the proper operational controls, administrative and reporting procedures, and people systems in place to effectively grow the organization and to ensure financial strength and operating efficiency
Primary responsibility for all ongoing customer engagement and support over product lifecycle
Managed 9 Service Managers and over 140 highly skilled remote Technical Engineers, Solution Architects, Professional Service Engineers, Project Managers, and Support Staff
Led a 24 X 7 Operations and Customer Service Organization of over 80 employees in Tier 1-3 technical support for all Voice, data, SQL, LINUX and networking related issues
Managed high-level contract negotiations, support and escalations working with internal support groups from local teams to global product support and customers from the tech level to the C-Suite
Managed the change process of integrating teams from businesses, harmonizing procedures and best practices to drive efficiency, cost control, and a customer experience beyond expectations
Consistently met key performance indicators including customer satisfaction, FDA reportable updates, PM completion, cost and inventory reduction, call management, and others
National leader in customer loyalty metrics measured as Net Promoter Score and MD Buyline
Anticipated staffing needs based on market/sales trends, customer needs, and service metrics
Process Owner for all remote service
Developed and implemented quality procedures, reporting, and CAPA responses in support of federal regulations and global/US directives and process initiatives.
IPC Information Systems - Director, Service Delivery City, STATE, 02/2006 - 07/2017
Served in multidimensional leadership capacities as Director and Engineering Lead for IPC Information Systems, the leading provider of telecommunications solutions for the Financial Services industry, representing the Top 100 banking institutions globally
Tasked with crucial P&L and service delivery responsibilities, adhering to an ITIL service model in all aspects of day-to-day operations
Directed Professional Service and systems engineering, technical operations and specifications, project management, Solution Architects, and maintenance contract administration
Manage personnel hiring, recruitment and training
Primarily responsible for all pre-sales reviews to ensure engineering design accuracy
Direct project resources, progress, completion timeframes, and budget, while exceeding key operational performance targets
Served as Scrum Master during PI Planning process for Agile Methodology deployment, which has been implemented within various essential groups
Prepared Global revenue, labor and cost forecasting
Directed 100 employees and a $250 million implementation revenue budget, continually driving process improvements across operations, while enhancing customer service, employee development, and intra-department collaboration
Achieved EBITDA increase of 10%+ in less than three years
Recognized for building departmental team from 2 to 100 employees over a three-year period with a less than 4% churn rate
Contribute to global IT-related automation projects, including Oracle implementation, Time Management System, Remote MAC initiative, and Helpdesk ticketing updates
Regarded as a leader and authority on virtualization and cloud computing delivery methodology, wireless offerings, and all aspects of networking platforms.
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