Summary
Overview
Work History
Education
Skills
Websites
Work Availability
Timeline
Christopher Wooten

Christopher Wooten

Charlotte,NC
“You never change things by fighting the existing reality. To change something, build a new model that makes the existing model obsolete.”
― Buckminster Fuller

Summary

Experienced Veteran working as the Support Ops Manager bringing 12 years of IT and SAAS experience. Bringing Scaling and automation procedures to Fast growing companies to help them save on costs in the SAAS space. Expert at integrating disparate SAAS applications to facilitate automation between teams as well as within their teams.

Overview

19
19
years of professional experience

Work History

Support Ops Manager

Handshake
Remote, NC
06.2021 - Current
  • Implemented process improvement to shape Support process, optimize procedures for higher efficiency.
  • Reduced handle time by 2 percent while customers grew by over 500 percent.
  • Increased CSAT by 4 percent while customers grew by over 500 percent.
  • Prepared annual forecasting with controls to save over 40K from current Support Budget.
  • Built out Support Data Model in Looker up to and including Zendesk, Assembled, Lessonly , Salesforce and Custom SaaS App data.

Customer Care Manager

Emporos Systems Corporation
Charlotte, NC
12.2020 - 06.2021
  • Successfully Manages 268 Hospital Systems, 900 Outpatient Pharmacies, and 3600 POS Lanes.
  • Led team of 6 that handled over 20000 issues while maintaining 95 SLA and 94 CSAT from customers.
  • Increased process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.

Customer Care Team Lead

Emporos Systems Corporation
Charlotte, NC
02.2016 - 12.2020
  • Drastically raised SLA of team from average of 76 percent to 98 percent SLA Achievement.
  • Doubled NPS Survey rating of customers by remaking customer support model.
  • Hired and Trained successful team of five to handle over 75 tickets per day and 50 plus calls and chats per day.

Customer Care Tech

Emporos Systems Corporation
Charlotte, NC
03.2015 - 02.2016
  • Solved over 8000 tickets within SLA for ever-growing customer base.
  • Lead resolutions with Pharmacy Management teams and Credit card companies to get customer to full working order.

Regional Build Coordinator Windows 7 Project

Experis
Charlotte, NC
09.2014 - 03.2015
  • Coordinated application needs for 29000 users in regional offices across US for TIAA
  • Managed hardware logistics for over 70 sites and 1,400 users from Maine to Hawaii
  • Personally Accounted for over 1.4 million dollars worth of hardware and software during shipment to regional offices

Windows 7 Project TIAA CREF

Experis
Charlotte, NC
04.2014 - 09.2014
  • Handled data migration and application build-out for Windows XP to Windows 7 migration project
  • Built out software applications with SCCM and power-shell automation to handle build-out of clients computers, reducing build time by 3 hours per computer deployed
  • Consistently met deadlines and requirements for all production work orders which allowed team to finish project ahead of predicted dates

HP Refresh Technician

SA IT Services
Charlotte, North Carolina
05.2013 - 09.2014
  • Hardware/Software replacement using Microsoft SCCM for over 270K Employees nationwide
  • Mapped out programs for each line of business within Bank of America
  • High production environment with over 30 machines being completed daily per tech

Information Technology Administrator

US Army
Savannah, GA
11.2011 - 01.2013
  • Installed, repaired, and maintained 50+ computers and 3 servers running 24/7 Operations for 700 man workforce
  • Performed network performance and provided network performance statistical reports for both real-time and historical measurements

US Army Soldier

US Army
Savannah, GA
07.2004 - 01.2013
  • Completed over 2000 combat missions over 9 years.
  • Maintained and repaired over 59 million dollars of US Army equipment over 9 years.

Education

High School Diploma -

Samuel W. Wolfson High School, Jacksonville, FL
05.2003

Skills

  • Tier 2 and Tier 3 Windows 10-11 / Windows Server 2016
  • Collaboration with DEV / QA teams
  • Microsoft 365 Suite Journeyman
  • Knowledge Base Technical Writing
  • Data analysis (SQL, Microsoft Power BI, Python, Looker, Mode Analytics)
  • Atlassian Tool Set Expert
  • Jira, Confluence, Jira Service Desk Admin
  • SAAS Application Expert (Lessonly, Zendesk Suite, Salesforce, Gainsite, Guru, Sapling, Spoke, Solvvy, Fullstory, Calendly, Datadog, Zapier, LaunchDarkly, Assembled, Tymsehift, Jotform, Algolia)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Support Ops Manager - Handshake
06.2021 - Current
Customer Care Manager - Emporos Systems Corporation
12.2020 - 06.2021
Customer Care Team Lead - Emporos Systems Corporation
02.2016 - 12.2020
Customer Care Tech - Emporos Systems Corporation
03.2015 - 02.2016
Regional Build Coordinator Windows 7 Project - Experis
09.2014 - 03.2015
Windows 7 Project TIAA CREF - Experis
04.2014 - 09.2014
HP Refresh Technician - SA IT Services
05.2013 - 09.2014
Information Technology Administrator - US Army
11.2011 - 01.2013
US Army Soldier - US Army
07.2004 - 01.2013
Samuel W. Wolfson High School - High School Diploma,

Similar Profiles

CREATE PROFILE
Christopher Wooten