Technical Support Customer Service
Resume:
Anthony Bussert
Redmond, WA **052
*******@*****.***
I’m a highly skilled technical support and customer service professional with over 20 years of experience in various roles, looking for a company that is growing and looking for a leader to optimize and increase support efficiency.
Experience:
Ossia, Inc. Customer Success Account Manager Feb. 2024 – Jul. 2024
●Responsible for end-to-end order management (from the order being put into fulfillment), training customers on the technology, ensuring integrations were being done in a timely manner, as well as using LEAN and Six Sigma methodologies to cleanup processes.
●Designed and built two devices that integrated the COTA Wireless Power Technology into existing products.
●Trained customers at HP, Dell, MS and many others in understanding how wireless power works.
●Created Power BI dashboards for a POC Pilot we ran with a customer for real time data.
●Rebuilt the ordering process reducing 18 manual steps to two reducing mistakes in the order process. And Integrated NetSuite with HubSpot for better order management.
●Documented 40 different processes and SOP’s.
●Successfully project managed four high profile customer integrations.
Office of Minority and Women Business Enterprises - Data Analyst Jan. 2023 – Dec. 2023
●Responsible for two major yearly reports. Annual Minority Spend and Annual Minority Spend goals. (Each report would usually take the Agency six months to compile and report out each report. Once at the beginning of the year and once in the middle of the year.) Using Power BI and pulling from different accounting resources within the State I was able to automate the Spend to update daily. Using Power BI I was able to automate the Goals by using the above method to update goals based on current spend.
Microsoft – Project Manager – Azure Security (Contract) Jun. 2021 – Jul. 2021
●Responsible for analyzing Azure report data and Project Managing Improvements.
●Responsible for a weekly Support Digest that engulfs multiple KPIs and callouts for improvements.
●Worked in the Deb Ops portal to create new Kusto Queries to import into Power BI.
●Responsible for getting the Monthly Business Review together across 6 product lines and presenting to Senior Staff.
●Used Kusot Queries to get the data and analyze what it’s telling me. Project manage improvements based on the data.
Hines, Inc. - Program Manager – Guru Support Jun. 2017- Oct. 2020
●Responsible for 26-person Customer Support team around facilities for Amazon. This included Facilities requests, Dog at Work Program, Events, Commuter, Signage, and Food for Amazon.
●Responsible for the entire ticket management program for Hines at Amazon and participated in the rollout of the new ticketing system deployed across Amazon facilities. This includes Engineering, Facilities Management, Property Management, and Program Teams.
●Created metrics, SLAs, and KPIs for the Guru Team. Using a metric approach, I took the response SLA from 72% to a consistent 95% within 3 months.
●Reported up to Director of Program Management at Hines presenting team metrics and improvements.
●Responsible for: interviewing and hiring of new Gurus, improvement plans for Gurus (promoted 15 employees out of the team). Implemented Goals and Objectives for the Guru team. Created a two-tiered Guru structure to better serve all US time zones and implemented new Guru training tool (Zingtree) consolidating the training process to allow all teams to back each other up effectively.
Support Services Manager USCutter April 2015-March 2017
●Implemented new ticketing system (FreshDesk) with LiveChat, Knowledge Base, and new support site.
●Managed 8-12 person call center. Team took queries in via phone, LiveChat, and email tickets. Responsible for technical support, customer service, and sales support.
●Brought down phone abandon rate from 28% to 5% within 3 months.
●Optimized self-help ticket system reducing call volumes, and ticket volumes. Initiated LiveChat to drive down call volumes by 15%.
●During highest sales month we had the lowest amount of touches to support due to optimization strategies on the support website.
●Created RMA policy and procedures. Standardized technical support steps. Initiated formal goals and objectives for each individual with coaching plans on how to achieve goals.
●Member of Executive Board.
Microsoft (Affirma Consulting) Support Program Manager April 2012–March 2015
●Managed 7-person 3rd Tier Escalation team for Microsoft Channel Incentives Program. Team was a mix of support analysts, SQL developers, and SharePoint developers.
●While volumes of inquiries rose, I took the team from an average of 301 hours TTR to an average of 140 hours TTR in 11 weeks through process improvement and personalized coaching.
●Migrated the team from and older legacy ticket managing system to a new web-based ticket managing system built off of Microsoft Dynamics CRM.
●Developed new process to successfully manage cross team Support Cases while keeping status visibility and metrics for all teams. This process was rolled out globally amongst all support
●teams using the tool (100+ teams reached).
●Responsible for managing 16-person global Partner Support team across multiple vendors for Microsoft Channel Incentives. Teams were based in Redmond, Reno, Dublin, Singapore, and Perth.
●During my time with the Partner Support Team, I increased the percentage of cases answered within 24 hours from 70% to 90% over 2 months.
●Project managed many ad hoc developer projects coordinating my dev team’s schedules, gathering requirements, scheduling milestones and providing weekly updates.
●Worked cross functionally across Channel Incentives to triage important cases to meet SLA.
MicroVision, Inc. - Customer Service/Technical Support Manager Feb. 2005–April 2012
●Took on market research role creating a quarterly State of Technology report as a summary for Executive Staff giving them an easy-to-use manual on the state of mobile technology.
●Gathered market research to create a searchable a Knowledge Base used by Business Development before key meetings enabling them to stay up to date on the state of the industry or learn more about a prospect in one place.
●Responsible for Customer and Technical Support Team with 2 direct reports and managed day to day activities of 3 others who direct reported to my boss.
●Saved company $100K in 2011 by coming up with a process to refurbish credit returns to be used as warranty replacements as well as coming up with a process to weed out fraudulent orders that the
●company was shipping against.
●Manage all RMA requests from distributors and end users for warranty returns, providing weekly metrics to executive staff that were used to assess the quality of the end product.
●Created new RMA process that streamlined the existing process, creating metrics that can be reported and measured against.
●On the core team for a new ERP and CRM System (MSCRM and MS Dynamics AX) responsible for implementation of the Service module.
●Responsible for company Twitter account answering product questions as well as Investor Relations inquiries. Grew Twitter following from less than 100 followers to 1684 followers in one year.
●Responsible for Facebook presence growing to 14730 ‘likes’ in one year.
●Completed Higher Performance Leadership Applications classes from Route2Results giving me leadership skills to navigate everyday business situations.
Education
B.A., English, 2001 Western Washington University
Skills
Technology: Power BI, Office Suite, Freshdesk, PBX, LiveChat, Microsoft Dynamics CRM, Oracle, SharePoint, Dynamics AX, Salesforce, MSCRM, Oracle, MS Dynamics ERP, SAP, Onyx, Keynote
Operating Systems: Windows (all versions), OSX, Linux, Android, iOS, Windows Phone
Hardware: Desktop/laptop computers, most models of mobile phones, projectors (portable and standalone)
Networking: Familiar with most brands of Wi-Fi hardware, Bluetooth, WiMax, NFC
Interests
Computers, social networking, gaming, dogs, reading, comic books
References
Mark Mason Founder/Principal Affirma Consulting: ******@*******.***
Dan Ratliff Director of Managed Accounts: ********@*******.***
Cary Rivera Lead Analyst: *******@*******.***
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