Services Manager Product Management
Resume:
KEVIN AUSTIN
**** *********** **, ********* ** **017
********@*****.***
www.linkedin.com/in/kevinjaustintx
SENIOR WEB SERVICES MANAGER
I am a results-driven Senior Support Services Manager with over 20 years of experience in leading cross-functional international teams to success. My career has been marked by achievements such as managing a team of 16 employees across the US and Serbia with zero turnover for five consecutive years, significantly increasing storefront capacity, and implementing efficient ticket-based support systems that reduced complaints by 50%. I have a strong background in Solutioning, SAAS storefronts, B2B e-commerce, and omnichannel marketing campaign management. I excel in product management, strategy analytics, fostering innovation and collaboration. I am eager to bring my leadership, collaboration, and problem-solving skills to a dynamic team.
Skills
Product Management Product Design Strategy Analytics Product Costing Innovation Thought Organization Skills Leadership Cross Team Collaboration Executive Presentation Budget Analysis Process Efficiency Relationship Management Saas Storefronts Omnichannel Campaigns Business Strategy Tactical Training
EXPERIENCE
Deluxe Corporation, June 2015 – September 2023
Senior Web Services Manager
Create portals, parts, and customizable products for a variety of customers
Onboard and schedule all builds
Lead Customer Support Team of 16 US and Serbian employees and KPI’s
Schedule 1:1 meetings with all staff
Collaborate with cross functional teams for all new implementations
Built SAAS pricing model for a Propago based platform
Manage support for 200+ storefronts using Agile/Scrum methodology
Increased storefront capacity 100%
Implemented ticket-based support system reducing complaints by 50%
Solution and Design Implementation plans for new customers
Omni channel marketing campaign management
Electronics For Imaging, April 2008 – June 2015
Technical Support Manager
SAAS and B2B ecommerce and omnichannel campaign support
Phone support of Online Print Solutions Web Software
On-Site training on using Online Print Solutions Web Software
Implemented virtual training process reducing costs by 75%
Educate and assist customers on file setup
Administer over 100 customer portal including building parts and customizable templates
Manage a team of three
Laser Copy, Arlington, TX June 2005 – April 2008
Prepress Manager
Lead prepress technician over three people
Preflight and layout for Xerox iGen3 and 2 Kodak Digimasters
Educate and assist customers on file setup
Design, edit, and troubleshoot submitted files,
Maintain all desktop and server computers both Mac and PC
Install software and troubleshoot network issues
Consult on equipment and software purchase
Imaging Bureau, Fort Worth, TX November 1999 - June 2005
Prepress Technician
Preflight and layout for 25 in, 40 in sheetfed and half-web presses
Make plates using Agfa Galileo platesetter
Color proofing using Agfa proofers and Fuji Polaproof
Calibration of Agfa proofers
General trouble shooting and assisting customers with files
Routine maintenance on prepress machines
Maintain all desktop and server computers both Mac and PC
Install software and troubleshoot network issues
Software
Mindfire PageFlex Service Now Zendesk Propago JIRA Online Print Solutions Adobe Creative Suite MS Office 365
EDUCATION
MyComputerCareer.com, Irving, Texas March 2009-Present
Coursework to assist in obtaining CompTIA A+ and Microsoft certifications: MCP, MCDST, MCTS.
Grand Prairie High School, Grand Prairie, TX
Diploma
References available upon request.
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