Manager Technical Support
Resume:
GREG JESENSKY
*************@*******.***
OBJECTIVE
Manager, Technical Support
SUMMARY
Accomplished Technical Support Manager with over 20 years experience, 16 of
which in enterprise software customer support. Proficient in the areas of
training, support, professional services and support leadership. Managed
initiatives and projects focused on increased efficiencies and process
improvement across global support operations and led international and
domestic support teams as large as 40 engineers, producing revenues
exceeding $25 million annually. Acknowledged for the ability to coach and
mentor team members to exceptional performance levels and collaboratively
achieve business objectives. Demonstrated thorough understanding of
software support, including UNIX, Windows, and structured programming.
Recognized for exemplary communication skills and the ability to build and
maintain relationships at all levels of the organization.
PROFESSIONAL EXPERIENCE
Progress Software Corp. - Houston, TX 2007 - 2010
Senior Technical Support Manager, Americas
Managed several complex customer-focused support teams for enterprise
software products.
. Led comprehensive project for developing a single unified process
workflow, implementing new procedures and training worldwide Technical
Support team. This effort increased efficiencies in global operations and
provided a higher level of customer service, leading to increased
customer satisfaction.
. Developed customer satisfaction survey and led team to dramatically
improve results and achieve Omega's NorthFace Award for exceeding
customer expectations.
. Developed and presented key performance metrics with detailed results
analysis to senior level management, securing additional staffing and
increased funding for department.
. Managed teams to ensure they consistently surpassed corporate goals;
exceeded department, team and individual metric targets; met project
schedules and budgets; improved service delivery quality and overall
customer satisfaction.
. Served as the project team leader responsible for achieving the
prestigious Service Capability & Performance (SCP) Standards
certification.
Aspen Technology, Inc. - Houston, TX 1999 - 2007
Sr. Technical Support Manager, Global
Managed an international team of 40 engineering consultants in five
countries providing high-level, complex technical support for enterprise
software products.
. Performed as a pivotal team member in Service Capability & Performance
(SCP) annual certification project.
. Overhauled international support department, resulting in improved
customer satisfaction, department performance, increased employee
satisfaction, and reduced employee turnover.
. Developed and implemented employee recognition program for Global Support
organization, leading to increased employee morale.
. Directed all software development and support of outsourced core
software, leading to an annual cost savings of over $250,000.
. Wrote and presented business unit reviews, developed department operating
plans and new key strategies to drive business success.
. Developed and presented key performance metrics with detailed results
analysis to senior level management, leading to increased investment in
additional resources
. Created new training programs resulting in continued employee growth in
new technologies.
. Managed software user group meetings and user community forums, which
provided management insight into customer needs and concerns.
. Ensured adherence to project schedules, budget, quality and overall
customer satisfaction.
Senior Applications Engineer (1999)
Provided a wide range of engineering consulting services for process
manufacturing clients.
. Developed, implemented and lead a formal employee mentor program for
Services department, resulting in better-trained employees and increased
customer satisfaction.
. Initiated development of proposals and assisted in identification of new
business opportunities, leading to increased sales.
. Tracked project schedules, budget, quality and overall customer
satisfaction, ensuring continuous improvement for clients.
Senior Software Support Engineer (1996-1999)
Provided advanced technical support and assistance to administrators on
process manufacturing database applications.
. Coordinated project management for major accounts integrating all phases
of the development process.
. Analyzed and resolved high-level technical software problems in UNIX and
Windows environments, resulting in increased customer satisfaction.
. Educated clients on all aspects of software usage and implementation
details, resulting in a decrease in customer support calls.
Prophet 21, Inc. - Bellevue, WA 1994 - 1996
Regional Software Support Representative
Provided advanced technical support and education to administrators on
enterprise-wide application for the distribution industry.
. Acted as an essential team member of the on-site implementation team
prior to software 'go-live.'
. Educated and supported clients both on-site and remotely on all aspects
of software usage.
Martin Marietta Astronautics, Space Systems Division - San Diego, CA
1988 - 1994
Senior Financial Analyst
Prepared and presented analytical cost projections on a $3 billion program
for the division's labor to corporate management.
. Supervised and trained personnel on forecasting techniques and mainframe
accounting system.
EDUCATION
B.S., Business Administration - San Diego State University, San Diego, CA
A.A., Liberal Arts - Allan Hancock College, Santa Maria, CA
ADDITIONAL EDUCATION
Certified Support Manager, Service Strategies
Management in the Technology Sector (9 month certification) - University of
Washington, Seattle, WA
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