Support Manager

CHRISTOPHER W. LOVE

MANAGER, PRODUCT SUPPORT

Technical / Non-Technical

Bilingual: English / Spanish

Professional Strengths

Operations Leadership ~ Pre and Post Sales Support ~ Communication ~ Escalation Support ~ SLAs

Case Management ~ Customer / Vendor Relationship Management ~ Troubleshooting ~ Problem Resolution

Policies & Procedures ~ Strategic / Tactical Planning ~ Engineer Resourcing ~ Product Introduction

Change Management ~ Process Improvement ~ Team Building ~ Technical Writing ~ Disaster Recovery

CAREER SUMMARY

Mirada Medical, Denver, Colorado 2012 to Present

U.S. Technical Support Manager

Designed and implemented the Technical Support department..

All levels of support for Mirada's software.

DICOM and PACS troubleshooting.

Policy and procedure development for the support group.

Handled all U.S. IT infrastructure planning, implementation and maintenance.

Quantum Corporation, Englewood, Colorado 2008 to 2012

Senior Technical Support Engineer

Managed customer support, problem resolution for front-line and backline support, escalations,

case management, internal website support and utilities, as well as implementing process

improvement technologies.

Provided pre and post sales support.

Recognized as the Subject Matter Export for DXi4500 series products and for the esXpress

software package.

VMware, Inc., Palo Alto, California and Broomfield, Colorado 2006 to

2008

Technical Support Engineer – Research

Technical Support Engineer

Responsible for setting up a new support location in Colorado, which included interviewing, hiring,

mentoring, assisting, training and managing 60 engineers.

Created policies and procedures that have become the standard throughout the U.S.

Provided technical support for flagship products.

Interfaced with senior engineers to troubleshoot and resolve customer issues.

Authored articles and knowledgebase entries, and user manuals.

Improved the processes for case closures. Closed over 100 tickets per month.

Kyocera Technology Development, Concord, California 2001 to 2006

Network Engineer

Maintained the cross-platform support environment.

Responsible for the maintenance and administration of the NT and Novell network and processed

all user support requests.

Wrote test plans and procedures.

Developed the strategy to handle increased data for future expansion using Veritas and ArcServe,

and improved the backup processes.

Defined, authored, and implemented Disaster Recovery Plans.

Conceived, developed, and test a web-based application for tracking software licenses and

assignments.

Enlighten Software Solutions, Inc., San Mateo, California 1999 to 2000

Sales Engineer / MIS

Coordinated and managed an IT site move.

Responsible for the Quality Assurance of browser-based technology.

CHRISTOPHER W. LOVE PAGE 2

(Career Summary Cont’d.)

Managed FAQ and FTP sites.

3COM Corporation, Mount Prospect, Illinois 1998 to 1999

Desktop Engineer / Lab Technician

Supported 2,000 users in a Novell client-side networked Windows 9x and NT environment.

Developed all software rollout programs, performed testing, and handled technical issues.

Medi-Data Services, LTD, Elmhurst, Illinois 1998

Assistant Systems Administrator / PC Technician

Responsible for daily operations of systems, user account management, backups, transmission of

report data, form creation and modification, maintenance, and support.

Equifax Services / ChoicePoint, Lisle, Illinois 1996 to 1998

Data Systems Supervisor

Regional Property Supervisor

Supervised 30 employees throughout the Midwest.

Completed computer and field investigations across multiple office locations.

Improved service response time and increased customer satisfaction.

Implemented the use of computerized investigative techniques.

CERTIFICATIONS

MS Certified Professional

VMware Certified Professional

PowerEdge Certification

CompTIA A+ Certified

TECHNICAL SKILLS

UNIX, Level I & II, MS SQL, HTML, MySQL, PHP, TCP/IP, IPX/SPX, Novell NAL/ZEN Works

HPUX, SunOS, Solaris, AIX, IRIX, SCO, Linux, CompTIA A+, PowerEdge

Windows NT, Veritas, ArcServe, ESX, ME, XP, DOS, Fraud Investigation and Tracking

CAREER SUMMARY

Pursuing M.S., Management, Argosy University, Denver, Colorado 9/2012

B.A., Psychology, North Central College, Naperville, Illinois 6/1993

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