Technical Support Sales

Craig Courtney

**** ******** ***** ******, ** *8176 734-***-**** *****.**********@*****.***

Seasoned technology company professional; worked in customer facing, IT operations and development departments as part of a large, global organization

Experienced technology support consultant leading all phases of product implementations; direct efforts to achieve objectives and milestones for infrastructure, training, retention and renewals

Effective decision maker; ability to collect data from multiple sources across departments to evaluate and prioritize work

Excellent communicator; leverage technical and business knowledge to communicate effectively with customers, development operations engineers, peers, and executives

Skills Summary

System Migrations / Integrations

Requirements Analysis

ROI Analysis

Costing & Budgeting

Project Scheduling

Testing/QA/Rollout/Support

Cross-Functional Supervision

Client Relations and Presentation

Vendor/Licensing Management

Technology and User Services Career Progression

Thomson Reuters (Dexter, MI)

SENIOR INFORMATION SECURITY ENGINEER, 2015 to 2016

SENIOR MANAGER, DEVELOPMENT OPERATIONS, 2014 to 2015

DIRECTOR – USER SERVICES, 2006 to 2014

Highlights:

Owned post-sales customer relationship, including retention and support functions

Developed and maintained on-boarding process for new customers

Created qualification standards for sales team to guide prospective customers

Researched new technology offerings to improve infrastructure investments

Manage governance and compliance tasks for a global Development organization by tracking assets (products) and maintaining a risk registry using internal tools

Monitor code compliance for all products including ensuring teams scan for security and open source compliance and reporting results

Tracking actual vs. budgeted expenses and headcount on a recurring basis and reporting results to VP. Documenting processes and initiating coordination with Development management, Finance, and Technology Operations on these tasks.

Collaborate with teams in India, United Kingdom, Australia, and Canada to build and support business software applications

Craig Courtney, Page Two

Participated in matrix management, both sharing and accepting staff to start or complete projects

Worked with customers to foster and grow relationship by expanding footprint

Maintained cross department staff compliance with HIPAA standards, including annual training and issue resolution

Managed technology projects, both internal and customer facing to gather and meet requirements

Owned technology vendor relationships including selection, maintenance and licensing requirements

Early Career

Thomson Reuters (Dexter, MI)

MANAGER – TECHNICAL SUPPORT, 2001 to 2006

Managed activities and growth of support staff. Implemented technology improvements to drive customer self-service

SUPPORT TEAM LEADER, 1997 to 2001

Supervised 50+ support personnel. Interview potential Support candidates. Handled escalated customers including those with billing concerns.

SUPPORT REPRESENTATIVE/SENIOR SUPPORT REPRESENTATIVE, 1993 to 1997

Internship that turned into full-time position. Provided software/hardware technical support to customers. Taught training classes and led technical sales presentations for customers and prospective customers.

Education and Organizations

Masters in Business Administration, Eastern Michigan University, 2008

Masters in Technology Management, Eastern Michigan University, 2004

Bachelors of Business Administration in Accounting, Central Michigan University, 1994

1802 Wildwood Trail Saline, MI 48176 734-***-**** *****.**********@*****.***

Contact this candidate