Support Services Executive
Resume:
Todd M. Crowder
Support Services Executive
Cicero, IN 46034
*********@*****.***
Over 17 years’ experience developing talented management teams who work collaboratively to achieve corporate objectives. Demonstrated skills to establish strong business relationships with customers. Created innovative services and support strategies while maintaining emphasis on quality and resolution. Competently managed multiple objectives without compromising corporate or customer satisfaction.
Work History
Vision Solutions, Inc. Indianapolis, IN – formerly Double-Take Software, Inc
Director, WW Technical Support, 2000-current
Changed the vision of support services for Double-Take Software Gained invaluable experience in a unique corporate environment by managing the growth of a five-person support team in a $1M start-up company through three international acquisitions and an IPO, developing the team into an award-winning, 50-employee support division of a profitable $100M company with locations in Europe, Canada, and the US.
• Grew from business-hours-only support to 24x7x365 live technical support with locations on two continents
• Led and mentored a staff of six: four support managers, one knowledge-base manager, and one operations manager
• Developed and introduced original organizational concepts and a hiring profile, increasing customer satisfaction while lowering payroll costs
• Successfully negotiated and managed annual multi-million dollar payroll and capital expenses budgets
• Created and documented internal processes as well as customer-facing support collateral
• Implemented successful self-service portal, significantly reducing call volume to the support center
• Identified and gathered data for due diligence in the acquisitions of three international companies
• Gathered support and services data components for the SEC in preparation for a December 2006 IPO
Advanced Microelectronics, Inc. Vincennes, IN
Director, Field Services, 1997 - 2000
Hired, trained, and led a staff of five Service Managers, managing over sixty Hardware Technicians, LAN Systems Engineers, and other staff, covering twenty-one locations
• Significantly increased average per-technician profitability by developing and implementing improved case management strategies and customer billing practices for field service technicians
• Assisted faculty at Vincennes University in designing curriculum for an Associate program in Computer Repair and outfitted the university lab with current hardware, creating a qualified applicant pool and providing jobs to graduates.
• Successfully planned, executed, and managed budget and hiring for a three-year growth plan
Advanced Microelectronics, Inc. Vincennes, IN
Systems Engineer, 1994-1997
Serviced NetWare servers and clients at various customer locations. Achieved certifications in SCO UNIX and Microsoft NT, and provided services to a variety of computer networks.
Education and Career highlights
• Support Department of the Year, Double-Take Software American Business Awards 2010
• Speaker, North-American Support and Service Professionals Association (SSPA) Conference Spring 2007, Santa Clara, CA
• Chairman, Final Judging Committee 2011 American Business Awards, Services category.
Purdue University – School of Engineering and Technology
Electrical Engineering Technology, AS-EET
Microsoft – MCSE
NetWare – CNE
SCO - ACE
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