Professional experience managing a highly technical support team in a fast-paced environment demanding strong organizational, technical and interpersonal skills. Committed to superior customer service. Trustworthy, ethical and discreet. Confident and poised in interactions with individuals at all levels. Detail-oriented and resourceful in completing projects; able to multi-task effectively. Self-directed and self-motivated with a demonstrated work ethic and ability to perform under pressure.
01/2013 to 01/2015
Technical Support ManagerOpenText GXS － Concord, CA
Managed a highly technical team supporting Enterprise and Desktop software solutions for the B2B market space with primary emphasis on EDI, XML, and Flatfile translations as well as AS2, HTTPS, SFTP and FTPS communication solutions.
Provided focus on inter-team functions and collaboration to achieve company objectives, while helping create a culture and work environment of enthusiasm and positive energy.
Implemented processes and defined creative solutions to scale within the organization to capitalize on work efficiencies, to drive Customer Satisfaction (CSAT), and to make sure the team meets Service Level Agreements (SLA), effectively manage workload in a fast paced environment.
Conducted regular performance evaluation sessions with direct reports.
Supported each employee's success by providing them the tools, training and resources they needed in resolving the customer's issues resulting in overall business success for the company.
Determined training needs on OpenText products and specific Operating Systems and Databases, to ensure the team provided high quality support to customers across multiple application environments.
Worked closely with Product Development, QA and Product Management on product releases, enhancements and bugs/defects.
Managed critical accounts and customer escalations by facilitating regular checkpoint meetings between the customer and teams required.
01/2010 to 01/2013
Technical Team Lead IIGXS Inovis － Concord, CA
Provided supervisory responsibilities and as a technical escalation resource for complex customer issues while managing employee and customer expectations and closing the loop with corrective and resolution actions.
Provided advanced training and coaching to Level 2 team members on OpenText products.
Provided input in support resource training plans, documenting materials, training and mentoring resources based on specific subject matter expertise (SME) for the solution set supported, performed review, edit, and approval of knowledgebase solutions.
Performed daily review of team caseload and open Request for Assistance (RFAs).
Reassigned or escalated tickets as necessary.
Managed daily scheduling, overtime coverage.
Approve time sheets for the team.
Provided 24/7/365 backup coverage to my team.
01/1999 to 01/2010
Sr. Technical Support Specialists InovisPatricia M. Knox － Concord, CA
Formerly Peregrine & Harbinger).
Provided technical support for high severity and critical escalated Level 2 issues.
Resolved software/services issues and tested fixes for defects uncovered during the testing process or in production systems.
Re-created customer issues and escalated to Development when applicable.
Created and delivered presentations on new product features and enhancements at the annual users' conferences.
Participated in beta testing products at customer sites.
01/1996 to 01/1999
Office AdministratorWMd Marketing, Inc － Oakland, CA
Provided system and maintenance of all software and hardware implementations.
Provided EDI technical support to EDI coordinator.
Familiar with Gentran Director, Sterling Commerce's EDI software, Windows version.
Exposed to the mapper in Gentran through troubleshooting translation issues with software technical support.
Experienced in troubleshooting import/posting errors and communication errors.
Provided administrative support to the President and Vice Presidents.
Audited and processed charge backs, return authorizations, and price protections for accounts.
Maintained monthly projections and sales analysis for accounts and factories.
Disseminated information to the sales people and coordinated communications between accounts and factories.
Coordinated travel arrangements for executives.
Served as the primary customer service representative for factory consumers.
Maintained daily operation needs, such as supplies and equipment.
Handled incoming phone calls and mail.
Bachelor of Science: Business AdministrationCapella UniversityBusiness Administration
Awards President's Award of Excellence for Outstanding Professional Contribution (2013 & 2012) Peer nominated" - President's club - Leaders Circle winner (2006) Employee of the Month" Awards (multiple from 2000 - 2004) Certifications Kepner-Tregoe, Incorporated - Problem Solving & Decision Making, PSDM Service & Support Professionals Association- Certified Support Professional (CSP)