Earl Thornton - Technical Account Manager

Earl Thornton

Skills Summary

Senior manager with extensive experience in customer support services. Developed and managed Global Technical Support, IT Services, Technical Training, Reseller / Vendor / End User relationships, and Professional Services. Proven leader with excellent organizational skills. Builds strong and effective intra and inter departmental working relationships.

Experience

1 / 2006 – 5 / 2007

Envision TelephonySeattle, WA

Manager, Field and Customer Support Services

* Managed team of Field Engineers, Technical Trainers, Technical Account Managers, and Technical

Support Engineers

* Managed Professional Services engagements as per Project Manager team

* Developed Global Installation, Training, and Maintenance Services

strategy

7 / 2005 – 1 / 2006

AVST Bellevue, WA.

Manager, Professional Services

* Managed team of Project Managers and Field Engineers

* Managed to P&L model as defined by Senior Staff

* Managed Professional Services engagements as Project Manager

* Developed Global Installation and Maintenance Services strategy

9 / 2003 – 4 / 2005

AVST Bellevue, WA

VP - Operations

* Managed Technical Support, IT Services, Technical Training,

Professional Service, and Order Fulfillment / Inventory Control

* Developed and maintained outsourced order fulfillment

* Managed vendor relationships with Intel / Dialogic, Brooktrout

Technologies, Alliance Systems, and Comtel Inc.

* Developed and submitted budgets for the various departmental needs

including headcount projections.

12 / 1989 – 9 / 2003

AVT / Captaris Kirkland, WA.

Director – Customer Support Services

* Managed Technical Support and Technical Account Management teams in three campuses worldwide

* Handled escalations from customers, developed Critical Accounts

Process

* Planned budgeting for headcount expansion as customer calls increased

* Planned budgeting for the equipment purchases for the support teams

Manager Technical Support

* Worked to build a strong team with excellent customer focus

* Delivered metrics on support stats, tracking of critical product

issues, provided daily, weekly and monthly reports to upper management

* Worked with Director of Support Services to implement the expansion

of the support department to other campuses, such as the U.K.

* Developed escalation processes into engineering for software issue

resolution

Education

1972 / 1974

L.S.U.N.O. New Orleans, LA.

* Worked toward Associates degree, 2 years.

Interests

My career has tracked very closely with my passion for excellent customer service. My talents are not only

in the area of exceeding customer expectations, but also the growth of direct reports into superior customer service professionals. Other, non-work related interests include helping raise our family, guitar,

gardening, and our puppy.

References

References are available on request.

Contact this candidate