Experience

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  Mimecast

  • Senior Director, Technical Support - The Americas
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  Mimecast

  • United States

  • Director North America Support

    • May 2023 - Present
    • United States
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  project44

  • Massachusetts, United States

  • Global Director, Technical Support

    • Sep 2021 - May 2023
    • Massachusetts, United States

    ♦ Develops, meets or exceeds customer support metrics, such as first reply time, total resolution per ticket, repeat customer ticket submissions, and others as measured on a weekly and monthly basis♦ Exceptional customer experience across all customer touchpoints♦ Creates repeatable processes for...

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  Convey by project44

  • South Hadley, Massachusetts, United States

  • Senior Technical Support Manager

    • Jan 2021 - Sep 2021
    • South Hadley, Massachusetts, United States

    acquired by Project44

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  Community Brands K-12 Division - Education Brands

  • Remote

  • Manager, Support and Implemenation (2 divisions)

    • Apr 2013 - Jan 2021
    • Remote

    Implement best practices, resolve technical and staffing issues, and improve client experience through the management of implementation and support team members. Enhance performance, cost per ticket, and workflow by researching and delivering efficiencies, such as Live Chat and insolution assista...

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  Massachusetts Library System

  • Technology Advisor

    • Jan 2012 - Dec 2013

    Contract Position: Oversaw the implementation of technologies for the Western Massachusetts libraries as per a Gates Foundation grant that gives access to multiple contents with a potentially infinite number of resources and selections at hand. Facilitated library staff and directors by providi...

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  Vinson Hall Retirement Community- Navy Marine C...

  • McLean, VA

  • Systems and Software Manager; Trainer; Data Lead.

    • Mar 2002 - Dec 2011
    • McLean, VA

    Maximized efficiency and performance through maintenance and management of VHC supported information systems, including 62+ computers, 2 Windows-based servers, telephones, web presence, and related hardware and software. Implemented eTime/ADP Payroll conversion, Advanced Answers multi-departmenta...

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  World Wildlife Fund

  • Washington D.C. Metro Area

  • Development Data Operations & Support

    • 2001 - 2003
    • Washington D.C. Metro Area

    Provided expertise and leadership in the development and maintenance of office-wide core fundraising management and subsidiary systems; management and implementation of Development Donor Database (Team Approach); Supervised development team with focus on incorporating institution-wide marketing s...