Mark Pim

Newark, CA *****

510-***-**** acxpoz@r.postjobfree.com

Technical Support Manager Technical Project Manager

An exceptional senior manager known for strong problem-solving and interpersonal skills. Delivers superb customer service by meeting the customer’s needs, preventing the need for escalation and thoroughly following up to a timely resolution. Superior collaboration with all departments and leadership to satisfy the client and exceed the company’s expectations. Proficient in Windows, SaaS, Mac OS, UNIX, Linux and MS Office.

Enterprise Level Software

Global Processes

Operation Support

Change Management

Cross-Functional

International Team Support

SalesForce

Contractor Management

Migration

Leadership

Communicator

Service Desk

Professional Experience

QUANTROS, Milpitas, CA 2014 – 2016

Submission Engineer

Collected and submitted customer population and patient level-data to the medical commission.

Improved the accuracy of customer’s submitted documents by enhancing the quality of internal and external documentations; reduced submission time by 50 percent.

Skillfully trained the support team on the new submission process; improved the timeliness and increased the workflow capacity by 100 percent.

Utilized previous expertise to administer and support salesforce; resolved concerns without escalation.

IBUILDAPP, Redwood City, CA 2013 – 2014

Customer Operations/Support Manager

Provided customer support using SaaS service for Windows and MacOS.

Redesigned the format to support the forum layout in Zen Desk; improved the customer’s experience while submitting their help request.

Developed new call ticket handling rules to reduce aged tickets; reduced average ticket response time from 18 hours to 2.5 and the number of open tickets from 2,500 to 1,200 in a short period of time.

TELEFONICA DIGITAL, Mountain View, CA 2012 – 2013

Technical Support/Operations Manager

Managed a 25 member teams in the US and Philippines to provided technical support to end users.

Implemented new support procedures for the support team; increased customer satisfaction scores to 90 percent.

Managed product end of life process by describing customer product closure; defining customer refund process and producing detail reports on amounts refunded.

PHYSICAL REHABILITATION NETWORK, Milpitas, CA 2010 – 2012

IT/Operations Manager

Administered and maintained corporate Windows desktops and server network infrastructure to provide support for 108 remote clinic locations.

Oversaw the planning and executing of the migration of a split domain structure to a single domain; reduced the needed infrastructure support by 50 percent.

Integrated primary billing system with outside insurance companies to improve reimbursement time and increase generated revenue by 30 percent.

IPASS, Redwood Shores, CA 2004 – 2010

Customer Care Regional Manager 2007 – 2010

Led team of 26 direct reports for installing, customizing, modifying, monitoring and troubleshooting all iPass services and managed services.

Was instrumental with the planning and executing of migration of Remedy case management system to the more efficient SalesForce system for a global customer support team.

Collaborated with multiple departments to redesign client remote access functionality, giving customers direct ability to configure their needs; reduced incoming tickets by 35 percent.

Participated in customer-facing Beta program for new software release; obtained customer feedback, addressed triage issues and defined software requirements.

Improved the bug review and classification process to determine severity and urgency of bugs; resolution time reduced by 25 percent.

Senior Technical Support Engineer 2004 – 2007

Served as primary escalation point between Customer Care and Engineering, QA and Development teams and determined which department was best for escalation.

Trained and mentored senior and junior-level support engineers to ensure all were self-sufficient within 3 months; maintained 99% customer satisfaction.

Installed and configured customer systems by running authentication software in multiple environments.

Demonstrated stellar abilities to proactively identify and resolve issues quickly with 99% customer satisfaction rate.

Contributed to the pre-and post-sales development deployment and support of several different products; led to a 95% sales launch.

Education and Training

High School Diploma, 1993

Newark Memorial High School, Newark, CA

HTML5, CSS3, Interactivity w/JavaScript and Advanced Styling with Responsive Design Courses

Coursera through University of Michigan

Usable Security and Cryptography Courses

Coursera through University of Maryland

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