Customer Service Manager

John Bitondo

***** **** ***. ** #***, Seattle, WA 98125 Phone: 206-***-**** Email: ****.*******@*******.***

SUMMARY OF QUALIFICATIONS

Extensive security and technology experience. Proven ability to develop, lead and manage high level customer and partner accounts in multiple market areas and exceed organizational goals. Self-motivated, top performer, with strong analytical and planning skills.

PROFESSIONAL EXPERIENCE AND ATTRIBUTES

14+ years progressive experience as a technical professional and leader, including 12 years in customer and partner support management

Dedicated focus on strategic company growth and business development

Proven ability to hire long-term, high performing employees

Aggressive driver of world-class customer satisfaction and sales

Experience developing and delivering full-scale training programs

Strong contributor and leader in team centered environments

Managed Services Provider due diligence and programs management

Work effectively and efficiently with multiple projects in fast-paced environments

Fast learning ability

Strong communication skills

Consistently demonstrate flexibility, independence, creativity and integrity

SalesForce, MS CRM, Onyx, TopGlobal, Cradlepoint knowledge

Created, maintained and managed the premium end user support program. TAM roles were crucial to the Program’s success in attaining and keeping accounts such as Government Agencies, Shriner’s hospital for children and the Canadian revenue agency

Created and developed the role of TAM’s to facilitate 100% success with regards to response time and quality assurance

EMPLOYMENT HISTORY

WatchGuard Technologies, Seattle, WA – January 2001 – May 2015

Manager – Support, Partner/VAR Team (10/2006 – May 2015)

Responsible for managing all aspects of VAR relationship including program and technical qualification

Responsible for managing full life cycle Customer integration and SLA - Service Level Attainment

Responsible for qualifying potential Value Added Partners for premium support programs, driving revenue by requiring applicants to complete required certifications, revenue thresholds for 6 months prior to admittance to program

Extensive experience managing VAR overall sales revenue and VAR qualification

Evaluate and manage new VAR relationships to market WatchGuard Security products

Responsible for managing product RMA and support escalations

Created and implemented a monthly Newsletter pro-actively communicating relevant news, updates and technical tips for partners

Implemented and managed recommendations from Customers/Partners to streamline and improve the customer and Partner Portals

Improved VAR/Partner team Service Level Attainment from 75% to 98% in 8 month through implementation of Service Level Surveys and targeted agent training

Assist product management teams in testing new products to grow market space

John Bitondo (continued)

Technical Team Management (10/2006 – May 2015)

Responsible for managing all aspects of Technical Support attainment for partners

Responsible for managing Customer Satisfaction through a targeted training plan

Responsible for clear understanding of customer priority requirements

Evaluation of customer satisfaction or dissatisfaction with proactive communications

Maintain strong relationship with internal sales and marketing teams to ensure Partner and Customer satisfaction and help identify revenue growth opportunities

Personally handle customer support cases to maintain and grow technical skills in order to offer a strong escalation point for direct reports

Responsible for improving first call resolution to increase customer satisfaction and SLA

Responsible for analyzing metrics based on Service Level Agreements and actual attainment

Hired strong employees through rigorous interview process combining both technical and soft skill interviews

In the past 7 years interviewed over 300 candidates for organization of 60 people with 99% of hires maintaining long term employment surpassing 6 month probationary period

Involved in all support structure design and implementation

Manager – End User Priority Team (1/2001 – October 2006)

Managed an 11 person Priority Support Team who provided paid technical support for premium end user customers

Team focused on escalated support cases for Firewall integration and implementation

Supported team with a strong technical, security and networking skill set

Screened, interviewed, hired and trained for various technical teams within support organization

Developed and delivered ongoing and new hire training

Managed metrics and trend analysis for customer service quality assurance

Responsible for managerial escalation points

AT&T Broadband – Seattle, WA

Service Technician – (7/2000 – 1/2001)

TECHNICAL CERTIFICATIONS AND COURSEWORK

Microsoft (MCP) Certification Networking Essentials 7/2000

FileNet Certification Systems Admin Level 1 5/1999

InfoTech Courses Exchange, NT Workstation, NT Server, TCP/IP, Enterprise Networking Essentials

EDUCATION

University of Washington

B. A. of Arts Psychology, May 1992

Highline Community College

Associate of Arts in Creative Writing, May 1990

John Bitondo (continued)

REFERENCES

References available upon request.

Contact this candidate