Technical Support Manager

Joseph Bayless

**** ***** **** ****** #* Boulder, CO 80301 (h) 720-***-**** (c) 720-***-**** ***.*******@*****.***

Professional Summary

Talented Account Manager effective at building loyalty and long-term relationships with customers while exceeding sales targets. Skilled at developing a large and diverse client base. Constantly looks for new ways to promote products and build professional network ties.

Skills

National Account Management Strategic Marketing Business Development

Technical Sales Budgeting B2B Sales

Project Management Recruiting Team Builder

Work History

IT Specialist III

Books are Fun – Louisville, CO

Provide level 1, 2, and 3 support to all end users on a variety of issues. Identify, research, and resolve technical problems. Respond to telephone calls, email and personnel requests for technical support. Document, track and monitor the problem within INB’s ticketing system to ensure timely resolution.

Support various custom applications and desktop tools.

Install and configure desktop, laptop, telephone equipment, and peripherals.

Basic IT support, including: computer setup and breakdown, office computer and phone moves, printer, scanner, and other technology equipment troubleshooting and support.

Coordinate work with vendors and outside consultants

National Recruiter

Career Strategies Inc – Denver, CO 11/2013 to 05/2014

Apartment Personnel Recruiter for the western United States

Exceeded sales quotas set for new recruiters

Immediately added new business in previously worked territories

Implemented new strategies to engage potential clients and recruits to improve placements

Technical Support Manager 03/2011 to 06/2013

Culinary Software Services – Boulder, Colorado

Managed Technical Support Department and Sales team providing telephone technical support, training and sales for foodservice software applications

Recruited, hired and developed new team of qualified and skilled Technical Support Representatives

Ensured that customers received quality support in a timely manner, was the escalation point for all customer and vendor issues

Created company standards of support and developed quality metrics to measure attainment of standards, lowered overall ticket count and improved perception of the department

Responsible for closing and maintaining enterprise level accounts

Took charge of third-party vendor integration

Added multiple third-party vendors to interface to, increasing number of products to be sold

Managed and trained sales techniques for sales and support team

Lead Software Support Technician 02/2008 to 03/2011

Zoll Data Systems – Broomfield, Colorado

Assisted customers with installations, upgrades, maintenance of hardware and software applications

Provided technical training and support for hardware and software via web and in call center environment

Developed advanced skills in MS SQL troubleshooting, software testing and working with engineering department

Provided Tier II level support for multiple software applications and 3rd party interfaces

Managed technical support team for the Dispatch, NetTransit and CrewScheduler applications

Presented products and white papers at Zoll customer conferences

Customer Support Team Lead 03/2001 to 11/2007

Culinary Software Services – Boulder, Colorado

Provided world class technical support and training for leading food-service software applications

Implemented web training and troubleshooting to provide more efficient response to customers

Prepared and gave product presentations at national trade shows and customer locations

Assisted in development of online FAQ and in-house documentation

ChefTec and CorTec lead trainer

Business Manager/Consultant 03/1997 to 06/2002

Inn House Food Services – Boulder, Colorado

Initially responsible for management of two corporate cafeteria including day-to-day operations, staffing, event planning, purchasing and food preparation

Within one year took responsibility for the management of all Inn House client cafeterias, as well as management of corporate office

Provided consulting services to foodservices operations

Added two new corporate account during tenure as Business Manager

Education

Bachelor of Arts: Liberal Arts 2004

Regis University – Denver, Colorado

Associates Degree: Network Administration 1999

Denver Technical College – Denver, CO

Affiliations

Toastmasters International

Licenses – Life Insurance Producer Colorado

Contact this candidate