Technical Support Manager with 30+ Years Experience

Darrin Sturgis

McKinney Texas ***** 417-***-**** **********@*****.***

Objective

Technical Support Supervisor/Manager with extensive experience leading high-performing teams, streamlining workflows, and resolving complex application support issues to meet operational and customer satisfaction goals.

Education

ASSOCIATE DEGREE 1988 NATIONAL COLLEGE OF TECHNOLOGY

· Major: Computer Electronics

ASSOCIATE DEGREE 2000 UNIVERSAL SYSTEMS HOUSE

·Major: MCSE Networking

·Certification: A+

Skills & Abilities

MANAGEMENT

· Lead resolution of high-priority technical application support issues, escalating to senior leadership as needed until root cause is identified and corrective actions are implemented.

· Monitor case assignment and ensure customers are contacted within established service guidelines.

· Address employee performance concerns promptly through coaching, feedback, and documented action plans.

CUSTOMER SERVICE

· 30+ years of experience supporting internal and external customers, resolving issues ranging from routine inquiries to complex escalations for the 4 sight CIG Advanced Technical Support group.

· Implemented an enhanced quality framework by conducting weekly audits and delivering targeted coaching based on findings.

· Defined, analyzed, and reported customer support performance metrics to drive continuous improvement.

· Served as a liaison between senior leadership and external customers to resolve escalated concerns involving the 4 sight application.

· Partnered with internal teams to troubleshoot issues and support cross-functional initiatives as needed.

COMMUNICATION/DOCUMENTATION

Authored step-by-step technical runbooks and troubleshooting guides enabling Tier 1 support to triage incidents, perform root-cause analysis, and drive first-contact resolution.

Wrote Agile user stories and acceptance criteria to support development and rollout of new applications/features.

Leveraged Generative AI to refactor legacy documentation and accelerate creation/validation of SQL scripts supporting data protection and compliance workflows.

Produced technical documentation and operational artifacts in Microsoft Word/Excel; utilized Microsoft Copilot and GenAI tooling to streamline drafting, formatting, and standardization.

· Developed and maintained troubleshooting, cleaning, testing, and preventive-maintenance procedures for Canon, Panini, and Burroughs Branch Capture scanners.

· Partnered with external customers to capture technical requirements, reproduce defects, manage incident expectations, and coordinate remediation through to closure.

· Curated and enhanced knowledge base articles, standard operating procedures, and diagnostic workflows to improve case handling consistency across support specialists.

LEADERSHIP

· Supervised/ Managed a team of 10 remote Technical Support Specialists.

· Managed case queues to ensure timely, high-quality resolution in alignment with SLAs.

· Led critical and high-priority cases to ensure rapid triage, escalation, and resolution.

· Improved team efficiency and response times through workflow optimization and consistent coaching.

· Collaborated cross-functionally to implement, manage, and continuously refine strategic support initiatives.

· Increased team morale and engagement, recognized by senior leadership.

Experience

BUISNESS ALALYST III OVATION 2022- PRESENT

Selected accomplishments (Ovation)

Simplified and streamlined multiple manual operational processes across the Ovation environment by identifying automation opportunities and implementing repeatable solutions.

Led automation of 4sight memo posting, reducing manual effort and improving consistency and turnaround time.

Automated server hard-drive (HDD) space cleanup to improve system hygiene and reduce the risk of capacity-related incidents.

Partnered with cross-functional stakeholders to validate requirements, test automation outcomes, and ensure smooth rollout into production operations.

User stories/acceptance criteria, process flows, use cases, data mappings, and functional specs.

SUPERVISOR, 4 SIGHT TECHNICAL SUPPORT JACK HENRY 2020–2022

Led knowledge base improvements and ensured Specialists had the tools and guidance needed to resolve customer issues effectively.

· Provided day-to-day leadership for a 10-person nationwide remote technical support team, including case troubleshooting, transfers, escalations, and resolution.

· Monitored incoming case queues for OutLink server issues and partnered with development teams to correct code-related defects.

· Provided supervisory and management coverage during planned and unplanned absences.

4 SIGHT ADVANCED TECHNICAL SUPPORT JACK HENRY 2007–2020

· Served as a Tier 2 Technical Support Specialist supporting external banking customers by troubleshooting and resolving issues across 4 sight, Check 21, Branch Capture, scanner hardware, servers, and networking components.

· Developed and implemented process improvements to increase efficiency, improve quality, and enhance the customer experience.

· Created and maintained SharePoint wiki documentation to support troubleshooting and accelerate resolution of recurring issues.

· Served as a Subject Matter Expert for ECP Branch Capture software and scanner hardware/software support within the 4 sight application.

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