Popular in Course
verified elite notetaker
Popular in none
This 2 page Document was uploaded by an elite notetaker on Tuesday December 22, 2015. The Document belongs to a course at a university taught by a professor in Fall. Since its upload, it has received 14 views.
Reviews for Director-Manager-Technical-Support-In-Portland-OR-Resume-Michael-Seibl
Report this Material
What is Karma?
Karma is the currency of StudySoup.
You can buy or earn more Karma at anytime and redeem it for class notes, study guides, flashcards, and more!
Date Created: 12/22/15
MICHAEL (SEIB) SEIBL Clackamas, OR 97015 | | C: 503-530-0753 | firstname.lastname@example.org Summary CUSTOMER/TECHNICAL SUPPORT MANAGEMENT PROFESSIONAL with a Passion for Customer Service and Customer Success PROFILE OF QUALIFICATIONS More than 15 years of diverse technical support management experience supporting software products, SaaS Applications and Services. Building and Maturing Support Organizations reflecting exceptional skills in organization and communication. Particularly adept at facilitating customer understanding and utilization of technology; devise and enforce intuitive and practical processes that create win-win scenarios. Self-directed, goal focused, analytical and persistent. Career reflects solid work ethic and versatility; communicates well with key decision makers, laypersons, and individuals of varied backgrounds. Experience with UNIX/Linux (RedHat. CENTOS);, Windows, TCP/IP, routing protocols (hubs/switches/LAN and WAN); firewalls; CRM (Salesforce, Remedy, Various Open Source Solutions, etc); bulk e-mail systems, content management systems; SMTP; Free to travel. Highlights Change management 24x7 Operations Policy/program development International Support Operations Staff training/Development Vendor/Partner Management Skilled negotiator Creating Relationships Complex problem solving Recruitment/Hiring/Coaching Crisis Aversion/Risk Management Global Support Management Resource Access/Allocation Program Launch/Start-Up Managing Conflict Resolution Policies/Procedures Improvement Cost Reduction Streamlining System/Processes SaaS Support Project Management Accomplishments Leadership Served as key contributing member to Leadership Teams People Management: Created Career Paths for growing departments Created on-boarding training program for Support Personnel that is utilized by other departments Lowest Turnover rate for any Company for whom I have worked Trained and Mentored Managers Financial Management: Always under budget Lowers MTTR through Process Improvements and training thereby reducing costs Achieves a Reduction Month-to-Month of Tickets through preemptive analysis of Customer Issues Business Development: Created Overseas Support Operations Created Monitoring/Support Centers from Ground Up Experience Director, Global Support - 1/2011 to 4/2013 Message Systems - Portland, OR (Remote) Enhanced and refined the operations of Support Group maximizing the profitability by increasing output and reducing cost. Developed ongoing methods and processes not only for internal personnel but also to enable 3rd party organizations to support, install and develop solutions for customers Created EMEA Support group to Expand Service hours to include European and UK Clients Created Back-line Support Group to provide concerted resources for Managed Services offerings as well to act as escalation point to relieve Engineering Resources Promoted, Trained and Mentored Americas Support Manager, EMEA Support Manager and Backline Support Manager Lowered MTTR from 13 days to 7 through process improvements and training Achieved a 5% quarter on quarter reduction of Tickets by having techs spend extra time training clients and helping solve client business needs and not just answering questions and closing issues Achieved Repeatable and Sustainable Managed Services offerings by standardizing and productizing processes. Senior Support Manager - 1/2010 to 1/2011 Message Systems – Seattle, WA Created well documented, audit-able support procedures. Identified and Reported chronic issues and ensured proper Root Cause Analysis. Ensured support engineers were trained on new products and procedures and able to deliver a consistently high quality client experience. Grew department headcount from 6 to 8. Developed and Implemented plans for Advancement and ongoing training of Support Team Controlled implementation of changes on client systems by implementing client change management policies Developed On-boarding training program to a point where other departments would send their new hires through Support's On-boarding training. Manager Support Engineering - 7/2009 to 1/2010 Message Systems – Seattle, WA Led and matured Support Group by creating and installing policies and procedures. Worked with Eng/QA/Dev departments to build strong relationships and processes to support timely escalations and resolution. Installed metrics measuring. Grew department headcount from 2 to 6. Mentored techs for professional and complete client communications Implemented career path options inside and outside department. Created Supervisor and Senior Engineer positions. Moved Open Source ticketing system to Salesforce, created workflow to support SLA adherence and acted as SFDC admin Created Confluence Intranet for centralized Data Repository Standardized on boarding Training Manager Support Operations - 2/2004 to 03/2009 YESMAIL - Portland, OR Supervised seven direct reports in 3 departments. Managed responses, research, and escalated issues. Created metrics reporting for problem tracking/resolution using severity/priority schema to prioritize internal resources. Implemented and administered open-source request tracker Incident Tracking system as well as workflow and escalation processes Integrated three companies and five products into single support infrastructure during three-year period Relocated Support Operations from San Carlos, California to Portland, OR without disruption to functions/services. Education High School Diploma: Gen Ed 1971 Magnolia High Anaheim, CA, US Fullerton JC Fullerton, CA . US
Are you sure you want to buy this material for
You're already Subscribed!
Looks like you've already subscribed to StudySoup, you won't need to purchase another subscription to get this material. To access this material simply click 'View Full Document'