Customer Success Manager

Rate, USD
Not specified
Work schedule
Contract, Full Time, Temporary,
Language skills
English
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About me

Seasoned IT technical specialist with 20+ years of demonstrated expertise in technical support management, technical support, training, escalations and complex problem-solving. Proficient in fostering cross-departmental collaboration at all management levels, consistently driving successful outcomes. Recognized for precision, team-centric approach and adept multitasking skills. Highly skilled in motivating teams to deliver exceptional results aligned with organizational objectives.


Professional area



Education

09/1994 - 05/1997 College Preparatory Diploma @ Meadville Area Senior High School

Experience

12/2018 - 09/2023 Technical Training & Support Engineer @ IBM

▪ Orchestrated comprehensive technical training sessions on QRadar Security Information and Event Management (SIEM) for a diverse audience, including Level 2 and Level 3 support engineers, DevOps engineers, business partners, and customers, significantly enhancing their knowledge and proficiency in SIEM operations
▪ Spearheaded the development and ongoing maintenance of cutting-edge technical training materials, coupled with the creation of engaging and insightful technical training videos, resulting in highly effective and accessible training resources
▪ Distinguished for delivering top-notch technical support to corporate clients, specializing in the rapid resolution of intricate technical issues while consistently providing effective, client-focused solutions
▪ Assumed a pivotal role as the primary backup to the Education Team Project Manager, ensuring uninterrupted operations and the successful delivery of projects by maintaining workflow, fostering teamwork, and upholding project timelines

06/2017 - 12/2018 Hardware Support Escalations Engineer @ IBM

▪ Spearheaded the management of hardware support escalations for IBM’s Security Appliance product line, overseeing the entire lifecycle from initial escalation through to resolution, ensuring swift and effective issue resolution
▪ Acknowledged as the go-to expert in hardware appliance-related technical issues, serving as the primary contact for critical situations and directly engaging with customers to deliver tailored solutions, thereby enhancing customer satisfaction
▪ Provided invaluable support and mentorship to Level 2 and Level 3 technical support team members, while also delivering comprehensive hardware support training classes to Level 1, Level 2, and Level 3 technical support engineers, fostering a highly skilled support team
▪ Established seamless collaboration with multiple Hardware Development teams, acting as the key liaison between Technical Support and Hardware Development, facilitating smooth communication and issue resolution
▪ Demonstrated a keen ability to identify deficiencies in hardware support and diagnostic tools, proactively implementing process improvements to enhance support efficiency and effectiveness
▪ Effectively directed third-party Original Design Manufacturers (ODM) and component suppliers during Root Cause Analysis efforts, ensuring a structured approach to problem identification and resolution
▪ Conducted rigorous root cause analyses of recurring problems, identifying potential solutions to mitigate future issues
▪ Created comprehensive reports summarizing trends in customer escalations, accompanied by well-defined strategies for improvement, driving ongoing enhancements in support quality and customer satisfaction

05/2012 - 06/2017 Hardware Lifecycle Program Manager @ IBM

▪ Managed the IBM Security Threat Appliance portfolio from General Availability to End of Support, ensuring sustained availability and supportability through cross-divisional collaboration
▪ Led the Customer and/or Field Replaceable Unit (FRU/CRU) project, reducing costs by over $5,000 per incident by enabling single-part replacements instead of full unit replacements
▪ Contributed to a cross-divisional quality team, driving process improvements to enhance operational efficiency
▪ Analyzed field Return Merchandise Authorization (RMA) data comprehensively, identifying potential field issues and expediting resolutions
▪ Delivered executive-level status updates on Lifecycle Management and Hardware Escalations during Development Operations meetings

04/2007 - 05/2012 Hardware Build Engineer @ IBM

▪ Served as the Chief Engineer and Subject Matter Expert for IBM Security and pioneered innovative solutions on the Microsoft Windows Server Embedded & Microsoft SQL Server Embedded platform
▪ Orchestrated end-to-end development, including hardware and software selection, manufacturing software image creation, deployment strategy, and ongoing maintenance
▪ Managed a versatile network environment encompassing Windows Servers, SQL Server installations, Linux Servers, VMware, vSphere, and IBM Security Appliances
▪ Established and upheld software test environments to support the development team and conducted comprehensive QA testing, systematically identifying and verifying product bugs and fixes
▪ Performed testing for seamless integration with other products and conducted vulnerability assessments for the application
▪ Collaborated closely with IBM Security stakeholders and agent teams to ensure the smooth integration of SiteProtector with other IBM Security products

11/2003 - 03/2007 Technical Support Manager @ Monarch Computer Systems

▪ Led the customer service, sales, technical support, warranty service, and customer service departments for a top US computer system builder and component reseller
▪ Managed day-to-day operations across all aspects of the company while reporting directly to senior management
▪ Assumed ownership of escalated customer complaints, ensuring their resolution to the utmost satisfaction
▪ Spearheaded the recruitment process by sourcing candidates through various channels and conducting interviews for prospective hires
▪ Provided ongoing coaching and feedback to team members, fostering performance enhancements and maintaining positive working relationships


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