Technical Support Manager
Resume:
Richard Cerrato
**** ***** ****** **., ********, TX 75087
***************@*****.***
Highly motivated IT Professional with a 25-year history of delivering innovative IT initiatives, resource management, and cross-functional leadership. Experienced in facilitating change in a workforce to support organizational initiatives as well as to meet business-unit operating, financial, and quality objectives. Demonstrated talent for providing exemplary leadership, team building, and supervision over a global staff. AREAS OF EXPERTISE
• Exceptional Strategic Planning
• Strong Organizational Development
• Thorough Resource Management
• Premium Customer Relations
• Ability to hire, train, on-board, and motivate
engineering teams
• Expert in Salesforce Service Cloud
• Curriculum Development Coordination
• Adept in improving standard of customer
service
• Proficient in SAP
• z/OS
• IBM Mainframe
• ISPF
PROFESSIONAL EXPERIENCE
CA Technologies Plano, TX
Support Manager June 2013 – June 2017
• Managed a 32-person global engineering team overseeing technical support for 10,000+ end users.
• Selected as one of the company SMEs for Salesforce Service Cloud. This role included training the entire support organization in the Southwest Center for CA Technologies as well as newly acquired companies which included Rally Software and BlazeMeter.
• Worked directly with executive management to map out Customer Experience Roadmaps and to create automated reports which helped drive new company initiatives.
• Responsible for a team which won multiple organizational awards for best customer satisfaction based on results from Medallia surveys.
• Orchestrated monthly one on one conversations with employees to gauge progress towards annual as well as career goals which were tracked utilizing SAP Success Factors. CA Technologies Plano, TX
Support Delivery Manager September 1994 – June 2013
• Managed high severity, escalated cases from start to finish working with global support and engineering teams.
• Remarkably improved efficiency in all facets of Technical Support Organization, including decreasing mean time to resolution and increasing number of cases resolved daily which led to increased customer satisfaction ratings.
• Led conference calls helping to interface customers and engineers to ensure quicker resolutions to customer issues.
• Worked closely with development and sustaining engineering teams to prioritize backlog items which held the most customer value.
• Planned, developed, and implemented staff training on operations, technical troubleshooting methods, time management, and customer service skills.
• Led weekly cross-functional calls with support, development, sustaining, and quality assurance engineering teams to help ensure customer cases were progressing properly.
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