Benjamin T. Milligan
San Diego,CA
Summary
Distinguished Technical Support Leader offering 18+ years of experience in the Technical Support landscape. Demonstrated success in providing team leadership and development to foster growth and resolve conflicts. Highly-organized with expertise in solution development. Strong technical knowledge in virtualization, data backup & recovery, healthcare software, robotics & automation, and telecommunications.
Overview
18
18
years of professional experience
Work History
Director of Technical Support
MarketSpark
04.2022 - Current
- Technical Leader working closely with engineering and development teams for continual product improvement
- Ground floor restructuring of support tools and team hierarchy
- Leads and assists technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
- Developed and implemented training initiatives for new hires
- Reduced overhead while driving higher customer satisfaction
Director of Customer Support
Roostify
07.2020 - 03.2022
- Restructured existing support structure to better support retention, faster triage, and more efficient resolutions to support tickets
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics
- Audited customer support procedures and collaborated regionally to promote standardization across all offices
- Upheld great standards of leadership for employees, consistently leading by example for best-in-class customer support work
Director, Technical Support
READY Robotics
04.2018 - 07.2020
- Directed work of Application Engineers and Technical Supports Engineers team members to create cutting-edge Automated Solutions
- Oversaw all Technical Support relevant activities, including; Customer Portal, Knowledge Base management, escalation management, technical training, hiring, and customer on-boarding
- Coordinated with QA and R&D teams to process new feature requests as well as report bugs to be corrected in future software builds
- Established strong rapport and cooperation with our customer base, ensuring strong relationships and powerful customer retention and satisfaction
- Maintained engineer retention rate of 100%
Vice President, Technical Support - Americas
Veeam Software
04.2017 - 04.2018
- Grew support organization to nearly 200 engineers and managers by 2018
- Maintained 98% Customer Satisfaction rate for support cases in 2017, for over 300,000 customers. Passionate leader in a dynamic fast environment, driving less than 4% turnover rate in the organization
- Veeam Technical Support was consistently leading the software support market under my leadership, being a strong contributor to an overall NPS score of 73 in 2017
- Coordinated with global teams to ensure quality customer experience in all regions, including both QA and R&D teams
- Established strong rapport and cooperation with other vendors and their support organizations
Director, Technical Support - Americas
Veeam Software
03.2013 - 04.2017
- Built North American Technical Support team from the ground up, establishing multiple tiers of technical engineers and escalation management team. This while maintaining high levels of technical proficiency
- Instrumental in company growth from ~500 to ~75,000 customers in 5 years while fully supporting evaluation and POC opportunities at high levels. This while maintaining customer satisfaction ratings of over 95%
- Established 4 supported native North American languages: English, French, Portuguese, Spanish
- Developed educational benefits and opportunities within the organization, driving key skill acquisition
- Developed public knowledge base corresponding with customer portal designed and constantly improved
- Custom built internal training across all facets of support software
Manager, Technical Support
Veeam Software
09.2008 - 03.2013
- First support personnel hired in North America for Veeam Software, fulfilling managerial and technical support obligations with customers
- Hired, trained, and created all roles to form foundations for the support organization, and handled technical troubleshooting, documentation, and training
- Built lab infrastructure using VMware VI3, later upgraded to vSphere environment, for all testing and reproduction of issues experienced by customers
Business Application Consultant
Cardinal Health
06.2007 - 09.2008
- Established support for applications that were in final testing cycles by working directly with application teams that built them
- Created Service Center protocols for new product support for different organizations with Cardinal Health
- Organized new processes for inclusion of new product support teams established to cover new applications
- Facilitated in transferring support knowledge from one support organization to one that was replacing it
- Developed knowledge and training materials introducing new applications for client support
- Drove increases in support satisfaction for each product supported in under 3 months time
Technical Consultant
Information Control Company
06.2006 - 06.2007
- Operated as Server Team to Service Center Liaison throughout Active Directory Migration Project
- Migration project was to consolidate over 130 disparate Active Directory Domains to single domain
- Documented and managed weekly dashboard to represent all relevant metrics for migration impact
- Technical Lead for migration engineer team during final stages of project, requiring manual migration of over 1500 remote employees
Systems Engineer
Blue Technologies
07.2005 - 06.2006
- Field systems engineer assisting in technical demonstrations of business equipment, including IT relevant technology embedded
- Managed installation, upgrade and deployment projects and provided on-site direction for network engineers
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients
- Installed, configured, tested and maintained operating systems, application software and system management tools
Education
Bachelor of Arts - English Language And Literature
University of Cincinnati
Cincinnati, OH Skills
- Staff education and training
- Application support
- Startup Veteran
- Business operations
- Communications
- Organization
- Team management
- Process improvement
- Team building
- Problem resolution
- Technical Support
- Customer Service
Timeline
Director of Technical Support
MarketSpark
04.2022 - Current
Director of Customer Support
Roostify
07.2020 - 03.2022
Director, Technical Support
READY Robotics
04.2018 - 07.2020
Vice President, Technical Support - Americas
Veeam Software
04.2017 - 04.2018
Director, Technical Support - Americas
Veeam Software
03.2013 - 04.2017
Manager, Technical Support
Veeam Software
09.2008 - 03.2013
Business Application Consultant
Cardinal Health
06.2007 - 09.2008
Technical Consultant
Information Control Company
06.2006 - 06.2007
Systems Engineer
Blue Technologies
07.2005 - 06.2006
Bachelor of Arts - English Language And Literature
University of Cincinnati
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