Conor Nixon
Charleston,SC
Summary
Experienced Customer Support leader with over 11 years of expertise in technical and client support. Enthusiastic about deepening understanding of both technical and strategic client issues. A natural leader and networker with a hardworking, resourceful, and competitive approach. Skilled Support Manager adept at bridging technical project details with non-technical audiences. Strong communicator, decisive leader, and effective problem solver.
Overview
15
15
years of professional experience
Work History
MANAGER OF TECHNICAL SERVICES
CODY Systems
04.2024 - Current
- Managed day to day operations of 5-person team providing 24/7 customer support to law enforcement community
- Developed technical services strategies based upon clients' goals and implemented processes to achieve objectives
- Created, edited and implemented team policies regarding on-call rotations, client SLAs, and KPIs
- Met with clients as customer-facing escalation point for technical and strategic issues
- Monitored work procedures, work schedules and expedited workflow
SENIOR MANAGER OF SOFTWARE SUPPORT
Lotame
06.2023 - 12.2023
- Expertly spearheaded the transformation of the support engineering team, successfully managing and enhancing the skill set of five software engineers responsible for bug fixes, technical analysis, and software development
- Developed and executed strategic initiatives to enhance the customer support experience, including automating incoming service requests using Cognito Forms and Make in an effort to connect various input systems
- Championed cross-functional collaboration between support engineering and product development teams, leading to faster bug resolution as well as seamless product releases
- Led the implementation of a knowledge management system, improving team efficiency and reducing onboarding time for new support engineers while developing strategies to move manual tasks into API-based solutions
- Established and maintained key performance indicators (KPIs) for the support engineering team while leading hiring for Tier-1 technical support team in India, expanding the team by 15.
DIRECTOR OF TECHNICAL SERVICES
Lotame
01.2018 - 06.2023
- Aptly implemented a robust training program, guiding self-sufficient account management & technical support teams that can resolve user issues & inquiries with minimal support across the US, Europe, Australia, and India
- Fostered a culture of continuous learning and professional development, introducing internal & external client system test measures & certifications to ensure technical staff remain highly qualified to provide support services
- Developed and maintained strong relationships with key customers while creating implementation timeline goals to deliver value add services in less than 90 days per respective client agreement
- Implemented a data-driven approach to decision-making while overseeing a fiscal budget of $800k per year, using insights to introduce client-cost-saving infrastructure projects, saving $1.2mm in 2022
- Streamlined support processes by implementing ITIL best practices while establishing a tools development & automation team to further support internal teams, reducing overall client implementation times by 33%.
MANAGER OF TECHNICAL SERVICES
Lotame
01.2015 - 01.2018
- Efficiently conducted regular performance reviews and provided constructive feedback while coordinating a mentorship program designed to promote staff members to engineering positions
- Enhanced global coverage and ensured prompt response to customer issues across different time zones while successfully migrating teams from Zendesk to Salesforce, combining CRM & support queue into single platform
- Improved scalability and reduced operational costs while overseeing an annual budget of $440k as well as an incentive program for both US and Singapore-based team members
- Collaborated with Product Management to prioritize and address critical customer feedback while developing SME programs to train support staff as product experts, leading to a higher quality of technical support
- Cultivated strong relationships with key customers and turned them into advocates for the brand while introducing and applying a qualitative & consultative approach to supporting services.
SENIOR TECHNICAL ANALYST
Lotame
01.2013 - 01.2015
- Skillfully established a customer feedback loop, conducting daily work in Salesforce, Jira, and Zendesk systems to support clients around the world as well as five corporate offices, including the UK and Singapore
- Improved customer interactions and communication for support engineering staff, providing feedback and support through daily scrums and weekly 1:1 meetings while managing daily operations
- Collaborated with sales & marketing teams to develop knowledge base articles while leading the development of customer performance metrics related to ticket volume, evaluating performance and customer satisfaction
- Acted as a technical mentor and advisor to team members while managing and prioritizing service desk/ticket management activities for 500+ clients ranging from Tier 1 to Tier 3 as well as 100 internal users
- Continued to meet and exceed performance expectations within a customer-facing environment, effectively overseeing the management of a service desk averaging 5k+ tickets per year.
TECHNICAL PROJECT SUPPORT COORDINATOR
IT TECH DIRECT
01.2012 - 12.2012
- Managed logistic support and coordination for personnel deployed to perform site surveys at nationwide locations, including all major U.S
- Airports
- Used existing knowledge to help improve communications at DHS and TSA locations
- Implemented detailed escalation procedures for end-user and customer support services
- Provided detailed reports for future TSA implementations to infrastructure
- Completed ITIL Foundations v3 training.
SYSTEMS ADMINISTRATOR
FEDERAL STAFFING RESOURCES
01.2011 - 01.2012
- Supported front- and back-office IT functions of the organization (MS Small Business Server 2008)
- Led the organization's server configuration and implementation efforts
- Developed and implemented Acceptable Use policies for computers and other equipment utilized by internal users.
PROJECT SUPPORT REPRESENTATIVE
IT Tech Direct
12.2009 - 01.2011
- Provided technical support and assistance on existing projects and provided support on new business proposal efforts
- Supported Department of Homeland Security (DHS) Transportation Security Administration (TSA) Whisper Program, a complete modernization of TSA's customer radio kits
- Completed Motorola's LMR radio and repeater certification.
Education
Bachelor of Science - Economics
Towson University
Towson, MD12.2009
Skills
- Big Data Applications
- Hiring & Training
- Technical Operations
- Adaptable Escalation Protocols
- Technical Product Support
- Software Project Management
- Ticketing Systems
- Team Building Professional Services
- Data Reporting & Analysis
- Conflict Resolution
- Change Management
- Stakeholder Relations
- Python
- SQL
- Gitlab
- Agile / Scrum Master
Timeline
MANAGER OF TECHNICAL SERVICES
CODY Systems
04.2024 - Current
SENIOR MANAGER OF SOFTWARE SUPPORT
Lotame
06.2023 - 12.2023
DIRECTOR OF TECHNICAL SERVICES
Lotame
01.2018 - 06.2023
MANAGER OF TECHNICAL SERVICES
Lotame
01.2015 - 01.2018
SENIOR TECHNICAL ANALYST
Lotame
01.2013 - 01.2015
TECHNICAL PROJECT SUPPORT COORDINATOR
IT TECH DIRECT
01.2012 - 12.2012
SYSTEMS ADMINISTRATOR
FEDERAL STAFFING RESOURCES
01.2011 - 01.2012
PROJECT SUPPORT REPRESENTATIVE
IT Tech Direct
12.2009 - 01.2011
Bachelor of Science - Economics
Towson University
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