Technical Support Engineer & Upgrade Engineer
Strong Technical Skills Backed by High EQ and Communication Skills Exceptional Client Relations in a Multi-Million Dollar Environment
Analytical and communication-driven IT Manager with strong coaching skills and 19 years of IT leadership experience improving end-user satisfaction / UX. Mentors employees and builds motivated teams while pushing performance expectations in a measured, quantitative environment. Commended for a calm approach when resolving tier 3 issues and using exceptional troubleshooting abilities to quickly address customer challenges. Managed up to 5 employees and support a suite of products which generate > $700M/year.
Tier I, II & III Support Network Management Cloud Services Contractor Management Software Engineering Project Management
Database Maintenance Coaching & Mentoring Recruiting & Hiring Desktop Support Problem Solving
Virtualization Workflow Management Training & Development Preventative Maintenance Security
Budget Management Client Education Customer Support Networking Disaster Recovery
Secure Network Infrastructure Deployment Management Product Development Testing & Debugging Vendor Relations
Hardware: Dell Servers, Desktop Computers, Monitors, Routers, Switches, POS Devices, Blackboard Proprietary Software, NCR Cash Registers, Metrologic Scanners, IP Converters, Modems, Remote Printers, Backup Tape Drives, Laundry Controllers, Vending Readers, Door Access Controllers & Readers, Omni 395/396/3200/Vx570, 4100 Series Readers, Felica/Datacard Products
Software: Microsoft Office Suite (Excel, Word, PowerPoint), Windows Server 2012r2 & 2016, Oracle 9i/11gR2/18, Blackboard Universal Edition Transaction System Software, ArcServe, Datacard, POS Configuration Software, Remote Merchant Software, VPN, Remote Desktop, Packet Sniffing Applications
Technical Support Engineer & Upgrade Engineer Transact Campus, Inc Phoenix, AZ 2001 to Present
Earned 4 progressive promotions at a world-class technology company with +$700M/year in revenue. Currently serve in a leadership capacity with responsibility for technical support, consulting and upgrades for all of Transact Campuses 450 clients. Hired and managed 5 employees and contractors per year, and directed up to 20 upgrades and implementations monthly in an incredibly fast-paced environment where the acceptable window of operations is severely limited by client availability. Travel to client sites as needed.
Dramatically improved the customer experience by rolling out a comprehensive roadmap for each implementation. Created a living, breathing methodology beginning at initial upgrade planning for each client that continued through go-live. Avoided unnecessary downtime and reduced overtime by 50% through this highly consultative process.
Forged a new relationship with the development team that eliminated siloes and increased cross-functional teamwork. Opened channels of communication and accelerated fixes requiring development from 4 hours to just 15 minutes.
Saved over $100k since hire in 2001 by tightly controlling headcount and running lean operations. Led with strong performance management techniques and focused on conflict resolution, customer service, professionalism, and work strategies to improve performance. Resolved problems by downsizing ineffective employees, selective hiring, and communicating clear expectations.
Improved team productivity 50% with clearly defined expectations, regular performance appraisals, and open communication.
Applied a proactive service delivery and reduced initial deployment time for 25% of customers. Ensured that all hardware installations have the correct components before arriving at the client's location.
Reduced customer down time during maintenance by deploying upgrades and change controls after hours. Brought the development team to the table (further reducing turnaround) and passed along at least $25K in savings to clients per instance – adding up to $100,000s in cost reduction. Decreased downtime in some instances to only 5 minutes.
Resolved 100% of critical escalations directly with the customer, both virtually and on-site. Easily managed a demanding and high-profile client with targeted troubleshooting and problem solving skills. Kept track of all aspects of the $1M project with constant monitoring, delegating, and customer service.
Tracked and identified trends using internal data management reports and collaborated with engineering, product development, and sales to improve escalation management and increase proactive support.
Managed high-profile relationships with clients including UCLA, Duke, Georgetown and American University.
Bachelor of Arts in Business Administration and Management: Webster University, St. Louis, MO