Manager Director Technical Customer Support
Resume:
Tamlynn Turney
Dublin Ca. ****8
********@*********.***
Cell: 510-***-****
Dedicated Support Manager with 15+ years of experience with expertise in Information Technology and Customer/Technical Support. Recognized for successfully growing and restructuring support organizations to improve customer service and satisfaction.
Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example to ensure customer service is the number one priority. Acknowledged for technical ability in learning products, troubleshooting technical issues and bring customer issues to resolution.
Areas of Expertise
Customer Service Management
Escalation Handling & Resolution
Technical aptitude
Customer Satisfaction Enhancement
Front-End Supervision
Teambuilding & Training
Cost-Reduction Strategies
Metrics
Process Development
Professional Experience
Teachscape, Inc.
01/12 to Present
Director, Technical Support 5/13 to present
Sr. Manager, Technical Support 01/12 to 5/13
Promoted to Director within the first year for putting in place the Technical Support Structure and improving customer satisfaction.
Establish the Technical Support team with in the Operation department starting with 6 members and growing to 18 members
Introduced, developed and implemented processes, procedures, policies and strategic plans where none were in place
Developed metric package to measure success of Technical Support Team and customer satisfaction.
Managed training for Technical Support Team to keep abreast of product changes and bugs by Product and Development
Worked directly with development on customer issues, escalated cases, bug identification and replication, enhancement requests and product improvement.
Key member of the Change Control Committee making decision on product release; go and no go, enhancements and bug resolutions.
Work closely with Customer Success Managers as a technical resource to assist with customer implementation, issues and business needs
Handles customer escalated issues by identifying and coordinating the appropriate resources to resolve issues, customer conference calls, action plan development and execution
Act as the technical contact for several customers in regards to new implementations, new user set-up, configuration, export and import of user data and use of our API for integration of data.
Provide customer training on product use through web meetings, remote control and on-site training as needed
Key member of the management team responsible for strategic and long-term operational direction and decisions
Advent Software, Inc. - San Francisco, CA
4/09 to 10/11
IT Desktop Support Manager 4/09 to 10/11
Managed the day-to-day operations of internal desktop support center with 6 support engineers handling 1000 to 1500 support calls a month.
Key member of the management team responsible for strategic and long-term operational direction and decisions.
Responsible for evaluating and selecting global software, desktop and laptop standards for Advent employees.
Responsible for recommending and purchasing IT equipment for Business Units within Advent.
Negotiated with hardware vendor saving the company 20% - 25% on hardware purchases
Coordinated and managed equipment refresh for Advent employees’ world wide with a total of 1556 machines in 15 months. Requiring scheduling and coordinating so not to disrupt business
Responsible for handling customer escalations and communications regarding issues, developing and implementing, processes, procedures, policies and strategic plans to improve customer service
Responsible for support of international satellite offices in Beijing, Singapore and Hong Kong.
Developed and implemented new hire IT training for all new employees hired at Advent Software, Inc. at all offices worldwide.
Team members conducted new hires orientation to familiarize new employees with IT systems
Adspace Networks, Inc. - Emeryville, CA
09/03 to 04/09
Manager, Network Operations 05/2006 – 4/2009
Manager, Technical Services & Operations 09/2003 – 05/2006
Manage the day-to-day operations of network operations of a digital media mall network. Manage the operations and support of a 1300+ screens, 700+ nodes on a digital media network in 105 malls across the country
Scheduling, maintaining and implementing digital media content across the mall network utilizing proprietary Coolsign application. Managed same on hosted system
Used XML to program content for scheduling and display for purchased advertisement
Knowledge of XML and of how it was used to program content for display on proprietary mall displays. Including troubleshooting XML when content issue arise to determine resolution
Work with 2 Network Engineers and contract field technicians across the country to maintain Adspace Smart Screen displays; troubleshooting software, content and hardware issues to resolution
Developed and implemented processes, procedures, policies and strategic plans.
Responsible for 2nd and 3rd level support for installation, operation, support and maintenance of hosted and purchased customer digital media networks
Handled customer escalated issues by identifying and coordinating the appropriate resources to resolve issues, customer conference calls, action plan development and execution.
Commerce One, Inc. - Pleasanton, CA
07/00 to 05/02
Technical Support Manager 7/2000 – 5/2002
Manage the day-to-day operations of Technical Support for customer who purchases support services from Commerce One
Grew the Technical Support team from 7 members to 23 members within an 18-month period. Developing and implementing, processes, procedures, policies and strategic plans to improve customer satisfaction
Created and implemented metrics for measurement of department performance including analysis to identify performance trends and process improvements.
Work closely with our Professional Services as a technical resource to assist with customer implementation, issues and business needs
Handling customer-escalated issues to resolution contributing to quality customer service and higher customer satisfaction.
Key team member of the Master Customer Database project, participated on the very highly visible project to develop and implement a Master Customer Database for the Enterprise
Developed and implemented testing plans and cases to test requirements and newly develop business processes against the systems functionality
Developed training plan and material to train organizations on use of newly developed business processes and system functionality
Conducted global training sessions for introduction of new system and Master Customer Database which allowed the Enterprise to utilize the system quickly
Education and Training
California State University East Bay - Hayward, CA
Bachelors of Science Degree in Information Systems Management
Chabot College - Hayward, CA
AA in General Business
SJSU Technical Support Managers Association
Technical Support Managers Certification Courses
Training: Completed numerous courses and seminars in customer service, time management, leadership, and performance assessment.
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