Experience

Austin Data Labs
• United States
• Software Development
• 1 - 100 Employee
• Head of Customer Support

  • May 2023 - Present


Workday

• United States
• Software Development
• 700 & Above Employee

• Application Support Manager - Learning, Benefits and Talent

  • Sep 2018 - Dec 2020

  Manage a Workday Applications Support team, specializing in Benefits and Talent - hiring and retaining the best software support people now and planning for future business needs. • Assign incoming cases to team, ensuring the resources assigned have the correct skill set and bandwidth to resolve the issue based on case depth and severity. • Resolve customer issues, implementing and meeting Service Level Agreements and improving our current processes. • Act as the escalation manager when customer issues severely impact a customer, driving problems to resolution and managing the communications within Workday and with the client. • Actively monitor triggers for possible escalating situations in order to prevent potential escalations. • Build relationships with customers, especially key or strategic customers. • Collaborate with internal teams (Development, Product Management, Quality Assurance, Services) on trending customer issues and ensuring external communications are accurate and clear. • Develop employee training requirements to ensure staff is highly proficient with Workday services and internal processes. • Ensure quality of case handling, paying particular attention to communications, timely responses and specific care for sensitive customers. • Participate in and help schedule 24X7 on call coverage. • Assess and drive metrics for managed support areas, analyzing the data for improvement ideas. • Prepare team and systems for new Workday software releases. • Uphold Workday’s policies for data security and customer data access Show less



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Application Support Manager

  • Jun 2016 - Mar 2018

  • Coach and mentor employee direct reports; manage Focal Point Reviews process for employees • Assign responsibilities, provide direction, leadership, and coaching; remove barriers as needed to enable direct reports to execute their roles and achieve objectives and goals • People recruitment and development, cost management, and direction-setting within the area of responsibility • Manage team and individual performance to achieve monthly 99.99% SLA for all P1 and P2 alerts • Manage ticket resolution, target 60% of all tickets resolution by the NOC team • Track daily alert volumes, identify top alert generators, address improvement actions to reduce alert volumes or maintain consistent monthly alert volumes of 10,000 or less • Improve manual workload by implementing automated tools and processes to reduce man minutes • Establish and manage relationships with customer subject matter experts and appropriate customer management, with an objective of maintaining and building the business • Support new services and ensure comprehensive monitoring in place from day 1 Show less



PROS

• IT Service Desk Manager (PROS acquired SignalDemand, Inc.)

  • Dec 2013 - Jan 2016

  • Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes. • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. • Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary. • Prepare budget proposals and operational expenditure statements. • Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients. • Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts. • Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues. • Manage the processing of incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. • Design and enforce request handling and escalation policies and procedures. • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. • Track and analyze trends in Service Desk requests and generate statistical reports. • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency. • Oversee the development, implementation, and administration of Service desk staff training procedures and policies. • Train, coach, and mentor Service Desk Technicians and other junior staff. Show less



SignalDemand

• Software Development
• 1 - 100 Employee

• IT and Customer Support Manager

  • Nov 2011 - Dec 2013

  • Work with sales and professional services to setup, maintain, and perform Tier 1 customer support for all SignalDemand's customers • Manage and implement all MS Windows base desktop hardware and support services including Windows Installation, File Servers, VPN, MS Exchange, Domain Controllers, Printer, and Phone Systems. • Perform all vendor communcations including ordering, contract negotiation, and service support • Manage high level and comprehensive operations projects • Build/maintain and deliver a suite of internal reports associated with customer usage and performance of SignalDemand's services Show less



MobiTV

• Rwanda
• Advertising Services
• 1 - 100 Employee

• Network Operations Control Manager

  • Dec 2008 - Apr 2011

  • Developed and managed strong relationships with external clients and vendors including Verizon, Sprint, AT&T, Apple, T-Mobile, and CenturyTel • Coordinated with clients and vendors resources for project deployments and issues as appropriate. • Ensured that requests for assistance are properly logged, assigned, and responded to in a timely manner and according to agreed standards and procedures • Coordinated and approved all Production Change Control (PCC) deployment requests • Responsible for managing and monitor all live events 24x7 • Provided 24x7x365 escalation support, leadership and management of the MobiTV NOC • Administer shift schedule to include: shift assignments, employee trainings, employees vacations, employee breaks, overtime, back-up for absent employees, and shift rotations • Managed the departmental reporting requirements including weekly NOC reports, monthly component availability reports, and monthly SLA availability reports • Held weekly team meetings to cover relevant topics that pertain to the NOC Operator staff • Maintain overall health of MobiTV services by performing routine administrative functions and quickly responded to all production outages o Performing restarts of services or servers as required o Performing daily/weekly/monthly tasks in order to maintain stability of the Production Environment o Manually re-transcode content as required • Learned MobiTV’s systems and provide feedback to Engineering to increase the performance, operability and reliability of MobiTV’s products where appropriate Show less



PDL Biopharma, Inc

• Sr. Network Technical Support/Helpdesk Supervisor

  • Dec 2004 - Dec 2008

  • Managed 6 helpdesk staff members to provide satisfaction services to over 1000 employees • Coordinated and developed IT policies and procedures to adhere to company legal guidelines • Lead administrator of the ticketing system and coordinated rollout to other departments as a means of tracking projects • Managed and reviewed the SOX documentations performed by IT staff members • Coordinated the compliance testing per the company 404 standards • Lead the Helpdesk team to migrate users accounts, computers, security and distribution groups to new domain • Active Directory, MS Exchange Server, BlackBerry and Anti-Spam administration responsibility • Analysis of IT processes and development of methods that improved workflow • Coordinated large facility move for over 500 users, managed disposal of assets • Coordinated the build up of over 30 conference rooms at new facility • Reconstructed file servers for over 1000 users, developed and maintained file server permissions • Key contributor to migration and deployment of over 100 Palm Treo’s to the sales force • Developed desktop and notebook setup procedures • Coordinated system upgrades for over 1000 users Show less



Juniper Networks

• United States
• Software Development
• 700 & Above Employee

• Sr. IT Support Administrator

  • Mar 2001 - Dec 2004

  • Installed and configured systems for corporate new hires • Coordinated and developed policies and procedures consistent with providing optimum helpdesk service • Active Directory administration and maintenance of servers • Consistently maintained high standard of performance via exceptional service, follow-up, and specific attention to detail • Participated in 24/7 on-call rotation • Upgrade systems for over 2000 users • Basic UNIX/Linux administration • Installed and configured systems for corporate new hires • Coordinated and developed policies and procedures consistent with providing optimum helpdesk service • Active Directory administration and maintenance of servers • Consistently maintained high standard of performance via exceptional service, follow-up, and specific attention to detail • Participated in 24/7 on-call rotation • Upgrade systems for over 2000 users • Basic UNIX/Linux administration