Manager Support

**** ********* **.

Apex, NC *****

Phone 919-***-****

E-mail ********@*****.***

Alan Soutter

Objective A position in technical support managing teams, escalations, accounts or projects that will benefit from proven leadership, communications, operations, finance, sales and relationship skills to drive corporate goals.

Summary of

qualifications

Twenty years in support management for Microsoft, Network Appliance, Opsware and Hewlett Packard in both transactional call center and enterprise relationship environments.

Operations – Veteran problem solver with experience in the full range of support delivery operations. Cross functional collaborator and solution provider. Customer facing – A true customer advocate. Enterprise experience includes two years as an Account Manager for NY/NJ district interacting at CTO level in financial services accounts, Managed sensitive end of life process for critical customers of HP’s Neoview enterprise database product.

Leadership – Proven track record of relationship building and leading high performance teams through innovative business practices and excellent communication. Passion for technology and customer satisfaction. Professional

experience

08/2009-08/2013 Hewlett Packard Raleigh, NC

Global Support Manager – Neoview

Drove improvements to global support delivery processes for the immature Neoview product, improving service quality while reducing cost. Responsible for go to market activities including development of new service offerings.

Managed end of life process with strategic accounts to ensure customer success through the transition off of Neoview onto competing vendor platforms after HP discontinued the product. Drove global cross functional escalation process. 06/2008-07/2009 Hewlett Packard Raleigh, NC

Global Support Manager – Server Automation

Drove rapid performance improvement in global service delivery. Identified and resolved problems in hiring profiles and interview process, training gaps for the team and individual employee performance issues. Built/repaired critical relationships with internal business partners in Product management, R&D, Professional Services, Sales, QA, Training, and Doc teams. Performed support case analysis to drive product supportability changes and implemented support boundaries to help customers avoid known product limitations. Established culture changing goals for the team focused on customer sat, professionalism, technical growth and knowledge sharing. Drove knowledgebase (KCS) article creation as a critical review goal for all engineers.

11/2007-5/2008 Hewlett Packard Raleigh, NC

Global Support Operations Manager

Worked with HP transition team to integrate and migrate the new Opsware systems, processes and data into their HP equivalents after acquisition. 9/2006-11/2007 Opsware Raleigh, NC

Global Support Operations Manager

Designed, built, deployed and maintained the full suite of support delivery systems used by Opsware including phone ACD, customer web portal, and Salesforce.com case management. Created documentation on systems/process and trained staff. Instrumented system for reporting metrics and provided dashboards and analysis for Management. Designed and implemented all workflow processes. Updated customer facing support offering collateral. Communicated changes to customers.

1/2006-9/2006 Opsware Raleigh, NC

Support Account Manager

Designed, built and sold a new dedicated support offering. Developed sales collateral for the offering. Managed escalations and maintenance renewals. 1/2003-10/2005 Network Appliance Raleigh, NC

Strategic Support Manager

Managed and sold the Strategic Support offerings for Netapp’s east region. Negotiated joint services contracts with partners (HDS and IBM). Site leader for global support model redesign including tools requirements, process flow, training, and internal adoption. Led creation of new Knowlegbase content type enabling low cost field resources to execute complex, critical service operations. 1/2001-5/2003 Network Appliance Raleigh, NC

Netcache Support Manager

Managed team of Netcache support engineers delivering phone, chat, and email based services as part of a global 24x7 support team. 9/1999-12/2000 Microsoft Corporation Charlotte, NC Alliance Support Manager

Drove the development and growth of the Alliance Support offering in the East Region. Microsoft’s highest level of support

38 direct reports, responsible for a budget of over $1 million. 3/1993- 9/1999 Microsoft Corporation Charlotte, NC Team Manager (Exchange/Windows NT/ MS-DOS/Win 95)

Exchange and Windows NT: Improved customer sat by achieving accountability from our outsourced support partner beyond their contractual obligations. Drove creation of the Win2K Readiness Roadmap supplemental training program.

Win 95: Leader in support prep for the launch of Windows 95, the largest software launch in history. Designed tiered support model used to divide work between internal specialists/escalation teams, and outsource partner generalists . Education 1989 University of South Carolina

Bachelor of Arts

Major: English/Jounalism

Editor of school literary magazine

President of campus literary club

Professional

Courses

Courses completed while at Microsoft Corp.

Situational Leadership, Blanchard Training and Development, Inc.

Negotiation Strategies, Organizational Strategy Institute

Successful Customer Communications, Decker Communications, Inc References available on request

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