San Francisco Bay Area
I have extensive experience in support management in the Software as a Service (SaaS) space. I build teams that are focused on trust and cooperation. I take an analytical approach to creatively resolve problems. I’m extremely committed, resourceful, personable, and trustworthy.
-Responsible for keeping paid testers engaged prior to launching the Kinoo Application and Wand. -Hosted companywide tests, as well as tests with a group of paid testers. -Provided valuable feedback to firmware and application teams on reported issues.
-Managed a global team of Technical Support Engineers supporting multiple products. -Shifted compensation based on tenure to performance, improving case closure rates and gaining employee trust. -Transformed culture of individual contributors to one focused on the team, resulting in a reduction in attrition and an increase in cooperation and knowledge sharing. -Developed, monitored, and maintained Service Level Agreement documentation for cloud applications, resulting in consistently maintaining a customer survey rating of 4.7 out of 5. -Proposed and removed End User Support from our contracts. This allowed Support to focus on assisting our direct customers and reduced our support cases dramatically.
-Managed a Bay Area based team and a team in the Philippines to support FlexNet Operations On Demand 24 x 7. -Contributed to regular meetings with Engineering, Customer Success, and SaaS Operations to review upcoming application changes, new releases, and product issues.
-Worked in a hybrid role in technical support and as an account manager. -Managed one of our largest accounts. -Gathered requirements for projects and handled billing. -Ran quarterly business reviews.
-Supported SaaS product that provided entitlement, licensing, and electronic software distribution. -Worked in a team of two to support direct customers and end users. -Provided testing and guidance during CRM migration from home grown Customer Support Application to Remedy. -Provided on call support for business-critical emergencies.
-Supported over 1200 internal customers in a call center environment. -Resolved issues with production applications using a variety of tools developed by PeopleSoft and standard business software such the Microsoft suite of products. -Collaborated with Support and Knowledge Management Teams, leading to faster responses and resolutions to customer issues. -Provided troubleshooting for network, production software, and hardware over the phone before escalating to the next level of support. -Utilized Active Directory extending accounts and unlocking/resetting passwords.