Technical Support Leader

Nathan Timperley

Jackson, MI 517-***-**** ******@*********.***** linkedin.com/in/nathan-timperley Outcome Focused Technical Leader

Product & Systems Network Operations Infrastructure Management Results-oriented technical leader with a wealth of experience in telecom, engineering, security, and data center management. Effectively communicates technical concepts to diverse audiences, coupled with a successful track record of transforming teams and processes, enhancing product performance, optimizing workflows, and delivering exceptional customer experiences. Additional skills and areas of expertise include the following: Leadership & Team Management Influencing without Authority Project Management Individual & Team Development Ticket Management Systems Customer Centricity Escalation Management Establishing Structured Processes Global Team Management Professional Experience

DUO SECURITY / CISCO SYSTEMS Ann Arbor, Michigan / Remote Leader, Technical Support August 2021 – April 2024 Led front line technical team dedicated to supporting Duo Security customers.

Achieved highest quality and quantity metrics among all regional teams by effectively managing and mentoring 8 direct reports, and fostering a culture of excellence in performance, coaching, and feedback.

Spearheaded process improvements for a global team by developing and implementing quarterly OKRs, resulting in enhancing operational efficiency and aligning strategic goals.

Enhanced case quality audit processes through iterative implementation, enabling continuous improvement and optimization of workflow efficiency.

Improved coaching and accountability by implementing a comprehensive agent case scoring system, resulting in full managerial adoption.

Enabled equitable evaluation and targeted coaching across teams by standardizing case assessment criteria, resulting in eliminating subjectivity.

BARRACUDA NETWORKS Ann Arbor, Michigan / Remote

Staff Project Manager March 2020 – August 2021

Liaised between Operations team and the Engineering teams for several products.

Improved collaboration with various Engineering teams that had previously been siloed.

Led initiative to enhance underfunded product's health and performance post-sales surge, resulting in decreased outage incidents and improved customer experience.

Managed a team of offshore contractors to complete a series of projects that revitalized end-of-life product, reduced outages by 95%, saved 40% costs, and enhanced scalability by transitioning to Microsoft Azure. Manager, Infrastructure & Network Engineering December 2016 – March 2020 Promoted to lead a newly formed Network Operations Center team, split off from existing Operations teams with focus on incident triage, capacity planning, and support of operations and engineering teams. Additionally, managed Network Engineering team.

Expanded team from two direct reports to ten direct and skip reports, moving from a 9 to 5 operation to 24x7, resulting in zero attrition and enhanced onboarding experience.

Promoted to lead a team of leaders after two members were promoted to supervisory roles, while also assuming leadership of an additional team.

Managed project to consolidate footprint in two data centers, resulting in savings of over $700,000 annually.

Developed new workflows and implemented SLAs as team transitioned to Jira Service Desk for ticket management.

Served as the primary liaison between Operations and product engineering teams, focusing on identifying and enhancing resilience of product systems to eliminate single points of failure. Sales Engineer – Phone System November 2015 – November 2016 Assigned to impart technical expertise to the sales team, conducted training sessions for new staff on product sales techniques, led pre-sales demo calls and conferences, and delivered post-sales installation support.

Transformed underperforming sales team by restructuring to direct training model, resulting in sales increase from 41% to 134% of quota.

Software Engineer in Test – Phone System July 2015 – October 2015 Promoted from head of product technical support to product Q/A team as primary escalation point from technical support.

Enabled product reliability and performance by replicating and validating bugs, and conducting pre-release quality assurance for firmware releases.

Contributed to product development by addressing bugs and implementing feature enhancements in a junior development role.

Technical Support Lead Engineer – Phone System (February 2014 – June 2015) Promoted from tier-1 support tech to lead support engineer within a year. Led front-line customer service and technical support team, focusing on assisting and training end users and resellers in phone system configuration.

Established a structured training program, internal documentation wiki, and standardized tests to evaluate tech support staff readiness for advancement, resulting in enhancing team efficiency and skill development.

Interviewed prospective talent both for direct team and other technical support teams. Training and Professional Development

Scrum master PSM I

Contact this candidate