Wade Baldwin

About

I have over 15 years of experience in customer service and escalation management focusing on delivering stellar customer service during each and every interaction. I love creating and fostering positive and supportive culture, atmosphere, and environment to lead high functioning teams and delight customers. I have a great deal of experience in escalation management, leading and developing teams, process and efficiency improvement, project management, and strategic problem-solving. Skills: Escalation management, stellar customer service, leading and developing teams, project management, brainstorming, pre, and post-mortems, problem-solving, technical support, storage, cloud storage, big data, virtualization, databases, performance management, escalation management, metrics analysis, efficiency and cost improvement.

Experience

• Escalation Manager at MongoDB
  Aug 2021 - Present · 4 yrs 11 mos

• Escalation Manager at Pure Storage
  Nov 2018 - Aug 2021 · 2 yrs 10 mos

• Support Manager at EMC
  Aug 2011 - Oct 2018 · 7 yrs 3 mos

  Resume

• Technical Support Engineer at Convergys
  Jan 2010 - Aug 2011 · 1 yr 8 mos

  Support applications and hardware for NetApp clients.

• Tech Support Supervisor at Accelerated Payment Technologies, Inc.
  Sep 2010 - Jan 2011 · 5 mos

  Supervise a team of Technical Support agents. Roll out software upgrades to customers.