Customer Service Manager

Stephen (Steve) G.K. Lever

. H: 541-***-**** . C: 541-***-**** . ***********@*******.***

www.linkedin.com/in/StephenLever

Service Manager

. Team building talent and very well rounded experience in the

enterprise support environment demonstrated by a history of

translating a vision into a working models for the local team to

accomplish and world class customer service.

. Also known for attaining and building people and teams by creating a

collaborative and shared knowledge culture, then manage them through

proven performance metrics and fulfilling environment.

. Expert at strategic and tactical plan execution (change management)

as well critical metrics such as decreasing hold times to less than

a minute; response times of high priority cases to immediate; and

also cut operation costs yearly while meeting 90% Customer

Satisfaction.

A solid understanding of business continuity/disaster recovery planning

and implementation.

Recognized for remaining calm under fire, and for personal motto: "I

mentor, therefore I exist"

EXPERIENCE

Symantec Software Corporation - Springfield, OR, Milpitas, CA and

Pleasanton, CA

Technical Support Manager for Frontline Operations-North America

(2001-014)

Manage a large team of engineers with an impetus to using individual

strengths to build a highly effective and growing team that meets the

goals of the worldwide team, regularly implementing new ideas. Personally

accountable for 12 - 27 highly skilled technical professionals focused on

the support of VERITAS UNIX High Availability products.

. Incorporate Worldwide Support disciplines to achieve a very effective

"Trusted Advisor" status with Customers.

. Effectively coached and mentored one of the best TechLead teams in all

of VERITAS to create a superior training atmosphere to allow many of

engineers to move to greater areas in the company while also replacing

themselves.

. Developed previously inexperienced teams to a team of seasoned

technical professionals.

. Hired and developed a new UNIX team in Springfield, Oregon to

outstanding performance metrics accomplishment.

NexWatch, Honeywell - Fremont CA

Technical Services Manager, Product Support Manager (1989-

2001)

Responsible for Technical Services and Product Release Cycle. Manage

performance verification for new or modified software and hardware,

support plans, and documentation. Nationwide and world travel for highest

priority product support efforts.

. Teamed with Marketing Product Development and Engineering to aid in all

product introduction process. Worked cross-functionally and

interdepartmentally to ensure customer needs were addressed.

. Chaired Product Enhancement process/meetings for all enterprise Access

Control applications on Linux, UNIX, DOS, NT and enbedded controller

environments.

. Represented Customer Service in ECO meetings. Managed Beta test

installations and the distribution of new product releases. Managed

all points of technical escalation between Technical Support and

Engineering.

. Chaired the "Quality Team" that was responsible for product quality and

employee satisfaction.

. Responsible for all Y2K delivery and implementation.

PROFESSIONAL DEVELOPMENT

. San Jose City College, San Jose, California Business Administation

Emphasis

. Bay Valley Technical Institute, Santa Clara, California Electronic and

Digital Technology Degree

AFFILIATIONS and INFORMATION:

Certified Support Manager; Member of the "Out to Lunch" Mentor program

for at risk High School Seniors

Member Toastmasters International; Leadership trainer

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