HTML Preview Technical Support Sample Resume page number 2.
Before
- Executive Steering Committee for implementation process strategies.
- Reduced Client technical escalations to the CEO from 3 per day to 0 per year.
Created a System Engineer team to assist the Sales organization with complex technical
pre-sales issues.
- Created a "Quality Systems" position designed to build critical business metrics, and ensure
- Created a "Process Continuity" position chartered to document critical path workflows and all
client touch points "to" and "from" technical services.
- Created employee effectiveness tools: knowledgebase (MS Access), skill assessment (MS
Access), and intranet web site for communication continuity.
- Designed and implemented the following performance management tools: focal review with
forced distribution, incentive plan, and technical skills assessment.
- Co-developed the founding principles of our next generation service model.
Successfully managed department to either under budget, or near zero variance over eight
consecutive quarters.
- Instituted Quarterly Business Unlt metric reviews lead by our Quality Systems Mgr.
Successfully led organization through several downsizing exercises with minimal impact to
employee morale.
- Executive sponsor for the following cross-functional projects: a. Document Control System,
b. Internal Service Outage Notification Process for web and application hosted services, and c.
Corporate Severity Level schema to include definitions and response times. -
Created initial tenets of CCT' Severity Level methodology.
- Implemented "Extended Hours Support" process for Severity 1 technical problems and "First
Live" implementation windows.
Sr. Director, Technical Services Organization
July 01 to June 02
Director, Technical Services Organization July 99 to June 01
This position reported directly to the V.P. of Operations and was responsible for ongoing client
satisfaction and retention; operation efficiency; and employee performance norms and
standards. The core team reporting to the director consisted of three managers; two functional
positions; and one administrative position.
- Total number of department employees, 40.
- Developed department and individual performance norms and standards.
- Developed quarterly and annual focal review process.
Worked with other departments to gather and establish client satisfaction and loyalty
information and goals.
- Rebuilt management, escalation and service delivery teams.
Cisco Systems
1988 to July 1999
Director, Global Response Center San Jose, CA March 1997 to May 1999
3Com, a 7 billion dollar corporation, was a leading partner of choice for converged voice and
data networking innovations that improve business value for enterprises and public sector
organizations of all sizes.
This position reported directly to the S.V.P. of Customer Service and had responsibility for
developing the strategic and operation direction for Cisco's largest Technical Response
Center. The core team consisted of twelve senior front-line managers with an annual operating
budget of $20 million and a workforce of 220 technical support engineers, worldwide.
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