Manager Customer
Resume:
Jason Feathers
Bloomington, MN 55420
***************@*****.***
Summary
I bring with me 10 years of both Technical and Management experience. I have led a team of both Level 1 Technical Support Engineers and Senior Technical Support Engineers. In addition to managing upwards of 15 agents, I managed projects as we transitioned into the way Dell operated as we were originally a company acquired by Dell. This included schedule changes, telecom changes, and creating a normalization within Dell of our Senior Technical support agents. This helped me to develop into a person that can easily multitask in a fast-paced environment while maintaining a high standard of work. I think these skills will be valued at the next place that I work and continue my career in IT Management.
Technical Skills
• As a Technical Support Agent with DellEMC I worked on Compellent or Storage Center systems. We would take calls from our customers when they were in need of troubleshooting assistance. We used tools such as WebEx, Zoom, and our command line to create a virtual working area with the customer.
• As a manager I managed 15+ agents at most times and would need to coach on performance management to ensure that our agents were meeting key KPIs that we looked at. I was also the hiring manager and hired over 30 people in the time I spent with Dell. I would review resumes, do the interviews, and make employment decisions based on that information. During my time as a manager I also became ITIL Foundations certified.
• We used CRM Dynamics, Delta (Dell CRM), and Salesforce to manage cases for our customers which we needed to routinely review to ensure that our customers were being taken care of the right way and efficiently.
• We had to do manager reviews of our teams in which we would go over KPIs for our teams for other managers and directors. We would need to discuss, in depth, why some team members were outliers as well as review the folks that were doing well. Work Experience
• DellEMC - August 2010 – September 2020
o Storage Support Manager March 2013 – September 2020
Lead a team with a clear vision of how we wanted our customer’s support experience to be handled and ensure that they got the proper resolution in a timely manner. To achieve I would hold regular 1x1 meetings with my agents as well as team meetings to ensure that this information was being shared with them. In addition, I would have team building outings outside of work to build comradery amongst my team.
I was lead on a project to change the way that we had our staff scheduled as we moved away from a 3-day shift that was not efficient for our customers. I had to work to find out to best use our 100+ agents in the most efficient way possible and also communicate this information out to the team as it was a large change. This improved our SLA (Service Level Agreement) on answering calls within 2 minutes from 85% to 92%.
I was the lead on project to change our IVR (Interactive Voice Response) over to the Dell Normal IVR that was a large change for our customers. This change allowed our group to start using the Triage agents to create cases for our customers and allowed our Level 1 agents to spend more time on resolving the customer’s issue that they were calling in about.
I was lead on a project to change the way that we were handling our Level 1 agent’s questions to our Level 2 agents and do this across the Enterprise organization within Dell. We had to overall the system we were using to in- take those chats and transition to another system entirely as well as change the way we would handle someone not using the new chat system as we needed to track exactly how much work they were doing in order to staff them correctly. I was awarded an Executive level award for the work that I did on this project.
I would also watch multiple phone queues to ensure that we did not have calls holding for longer than our SLA and would help our agents be sure they were being efficient with their time.
o Technical Team Lead January 2012 – March 2013
Assist a support team in ensuring processes are followed and ensuring that our customer’s experience is one that they are delighted by.
Ensure that the technical aspects of agents are in line with our standards on knowledge and troubleshooting.
Drive the manager’s vision to ensure that the team is responding and acting it out when they are interacting with customers and employees. o Technical Support Engineer August 2011 –January 2012
Field the incoming calls from our customers to troubleshoot, manage, and resolve the issues both on the DellEMC system as well as the customer’s environment.
Work quickly in stressful situations that could involve a customer’s data being unavailable to get the customer’s data available again.
o Technical Support Associate August 2010 – August 2011
Manage incoming alerts from Compellent systems to get cases created for customer and proactively reach out to work on those issues.
Timely and efficiently working through multiple issues at one time under a high paced and system critical situations
Education
University of Wisconsin – Stout 2002 - 2005
Forest Lake Senior High School Graduated 2002
References:
• Jarrod Morgan – Storage Manager
*************@****.***
• Nick Kochevar – Storage Escalation Manager
*************@****.***
• Gina Byrd – Director, Midrange Storage
***********@****.***
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