Senior Manager Technical Support

Chuck MacDermott

Tooele, Utah, United States

*****.**********@*****.*** 385-***-****

linkedin.com/in/chuck-macdermott

Summary

Exceptional Technical Customer Service Leader

Over 30+ years in managing successful, engaged customer service centers by motivating teams and creating an

atmosphere of trust, achievement, quality and outstanding customer service.

Possesses strong technical ability with solid computer knowledge, impressive communication skills, and

continuous motivation to achieve results in dynamic, fast paced, results oriented environments. Multiple

experiences and career growth predicated on adaptive management, motivational leadership, and a strong desire

to improve the customer experience with integrity and fairness. Passionate about elevating the workforce through

positive approaches built on confidence, and mutual success between the individual and the business. Throughout

career managed teams between 15 to 40 people. Creates and communicates the vision for the team and drives

day-to-day planning and execution in support of the vision.

EXPERTISE

Customer Service Management

Operations Management

Employee Development

Planning/Implementing Proactive Procedures

iOS/MAC Certified Technician

Customer Satisfaction

Account Maintenance

Sales Staff Support

Quality Management

Teambuilding and Training

IBM and Mac Systems

Lotus 1-2-3

Microsoft Excel, Word Perfect, Microsoft Word

Troubleshooting

Experience

Workforce Optimization CXOne Product Owner

Johnson Controls

Aug 2022 - Present (1 year)

• Manage and administer the NICE CXOne Suite

• Develop and solve any ACD changes that the contact center needs to make in the CXOne Suite

• Help develop training for the NICE CXOne suite of products

• Manage and develop workforce optimization in CXOne

• Assisted in developing QA solutions with the QA Team

• Delivered world class customer service to each internal customer

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• Provide an escalation point for contact center managers and directors

Staff Implementation Manager

NICE

Aug 2021 - Aug 2022 (1 year 1 month)

• Provide a point of contact to customers in relation to their Quality product purchases

• Worked closely with customers to help build out quality groups for monitoring efficiently

• Implemented customers on the NICE CXOne Quality Management Product

• Trained and developed agents to help them with supporting and maintaining the NCIE CXOne Quality

Management product

• Provided best practices to customers and helped them implement them

• Delivered world class customer service to each customer

• Provide an escalation point to Tech Support Engineers

Sr Applications Operations Engineer

NICE

May 2021 - Aug 2021 (4 months)

• Provide an escalation point to Tech Support Engineers

• Worked closely with customers to help build out quality groups for monitoring efficiently

• Implemented customers on inView integration from Engage

• Trained and developed agents to help them with supporting and maintaining the Engage product

• Provided best practices to customers and helped them implement them

• Delivered world class customer service to each customer

Site Reliability Engineer

NICE

May 2018 - May 2021 (3 years 1 month)

Spends up to 75% of time doing operations related work on the Quality Management Workforce

Optimization Suites, on-call, and manual intervention. Spends 25% working on tasks such as new

features, scaling or automation. System administrator for the Quality Management Workforce

Optimization Suites with a knowledge of code and automation.

Helps reduce organizational silos

And accepts failure as normal

Work on implementing gradual changes

Works on leveraging tooling and automation

Helps to measure everything and define metrics to control the environment

Technical Support Engineer III

NICE

Jul 2016 - May 2018 (1 year 11 months)

Delivers world class customer service experience. Serves as the subject matter expert for the Work

Force Optimization software suites focused on quality management and analytics software. Delivers

break/fix support for cloud contact centers. Ensures that contact centers operate smoothly and resides

over workforce requirements. By building trusted relationships and providing constructive feedback,

successfully trains, manages, and develops agents to succeed in customer support positions.

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• Delivers mentoring to the unlicensed individuals learning the Knowledge Centered Support (KCS)

publisher methodology to increase understanding and proficiency of these standards.

• Serves as KCS lead coach and trainer supporting unlicensed analysts in writing knowledge-based

articles within an estimated 30-day timeframe; develops materials and trains new agents within 30 days

of hiring.

• Develops the planning, conducts the audits and variance analyses, performs UAT testing of telephony

and telecommunications products, and implements contact center troubleshooting procedures.

• Manages UAT testing and application QA testing for new products.

• With a compressed testing methodology, prepares software deployments within a 2-week time frame.

Technical support engineer II

NICE

Feb 2015 - Jul 2016 (1 year 6 months)

Served as workforce management subject matter expert for Verint Impact 360. Managed and prepared

contact centers to operate according to standards. Provided assistance in meeting workforce needs by

hiring, orienting, and launching new employees.

• Oversaw quality management, training, motivating and supervising customer/technical support

employees. Acknowledged as “Total Quality Customer Service Professional”.

• Within 30 days, developed and educated SME level agents with the expertise to support the Verint

WFO suite.

• Tested within 30 days to make sure changes to the new CXone QM platform were developed to

deliver an excellent customer experience.

Customer Service Agent

Alliance Data

Nov 2014 - Jan 2015 (3 months)

Managed customer credit accounts overseeing payments, adjustments, credit limit increases and

delivering exceptional customer service. Complied with all credit and privacy legal matters.

• Complied with policies and procedures in updating and retaining accounts.

• Collaborated with training department in preparing agents for onboarding and basic customer service

skills.

Technical Support Specialist

Bendix King

Jan 2013 - Oct 2014 (1 year 10 months)

Delivered support for GPS and iPad Applications in the customer portable avionics units. Oversaw high

standards for customer service and in return, received impressive marks from customers.

• Supported customers with warranty information during the process of updating and exchanging

devices.

• Implemented and performed UAT testing on new software suites and telephony systems.

• Managed, designed, implemented, and interpreted reports reflecting call center metrics.

• Served as internal point of contact for telephony software suite and quality management system.

• Delivered input in the development of new products for non-certified general aviation aircraft.

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Account Specialist

Sprint

Aug 2012 - Dec 2012 (5 months)

Assisted customers with billing issues. Pursued the goal of retaining customers by helping customers

understand the relationship with Sprint, ordering equipment for existing customers, and resolving

escalated customer issues. Managed 75% of customer accounts and developed new hires to be

competent account specialists during the on boarding process of 30 days.

Apple Advisor

Apple

Mar 2012 - Aug 2012 (6 months)

Delivered exceptional customer support to customers in resolving issues for iPhone, iPad, and iPhone

devices, in addition to iTunes store issues, warranty replacement of devices and researching complex

technical issues. Retained customer accounts and metrics for the technical support organization.

Agent/Actor

CBD Talent

Jan 1988 - Mar 2012 (24 years 3 months)

Coached and trained potential actors.

Developed training for new actors entering the agency to prepare for landing roles in the industry.

• Obtained roles as an actor in movies, professional theater companies, and other industry leaders.

Technical Analyst

Verizon

Feb 2006 - Sep 2011 (5 years 8 months)

Provided customer support on phones, blackberries, smart phones, utilizing all platforms from cymbian,

apple OS, windows, to Android.

• Developed application support system for Android and Apple devices.

• Assisted in the development of specialized training materials for networking with CDMA international,

GSM, GPRS, UMTS, and general operations for the devices.

• Created 100% accuracy in filing networking tickets.

• Facilitated Nortel, Lucent, and Motorola switches via graphic user interface, in addition to VOIP and

voicemail on Any path and Comverse voicemail platforms.

• Developed a mentoring and quality program to transform the least successful agents into the top 25

most successful agents within 30 days

• Successfully tested and developed troubleshooting materials within 30 days for the at home wireless

network.

• Trained employees within days after the introduction of a new product or suite.

Education

American Academy of Dramatic Arts

Acting, Musical Theatre

1991 - 1992

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Studied Musical Theater while making a career in the entertainment business

Cloud County Community College

Theatre, Musical Theatre

1987 - 1991

Studied for a degree in Musical Theater in preparation for a career in the entertainment business

St Joseph's on the Rio Grande

Diploma, College Prep

1985 - 1987

President of the drama club and helped build the drama department up to have a two-three productions

a year.

Skills

Music • Telecommunications • Acting • Customer Service • Troubleshooting • Typing • Stage

Lighting • Computer Repair • Computer Literate • Computer Maintenance

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