Daniel Guerriero
Ashburnham,MA
Summary
Hardworking Technical Manager with more than 20 years of technical experience dedicated to managing teams, implementing procedures, and optimizing processes. Manager who utilizes active listening and analytical problem-solving skills to resolve customer problems. Seasoned customer success professional who excels at advocating and establishing outstanding working relationships with team members and customers. Customer advocate communicating cross-functionally ensuring customer needs come first.
Overview
21
21
years of professional experience
Work History
Global Services Team Lead
NEXTHINK
Boston, MA
05.2020 - Current
- Built product support team in US from team of 1 to team of 7.
- Led employee relations through effective communication, coaching, training and development.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Tracked KPIs and created continuous improvement plans.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed process improvement initiatives and analyzed problems to create corrective action strategy.
Level 3 Product Support Engineer
NEXTHINK
Boston, MA
05.2019 - 04.2020
- Responsible for interviewing, onboarding and training support staff in Unites States.
- Handle customer escalations, acting as liaison to engineering team to resolve high priority issues.
- Work cross functionally with Level1/2 team to ensure customers experience minimal downtime.
- Investigate and troubleshoot high level software problems that have been escalated.
Manager
SYMBOTIC
Wilmington, MA
01.2018 - 12.2018
- Directed training and mentored team of 21 technical support staff, promoting productivity, accuracy, and quality service through one-on-one coaching, written procedures, and authoring multiple knowledgebase articles.
- Coordinated process change and implementation to ensure technical team was more proficient.
- Implemented new data-gathering procedure, ensuring escalation information provided to engineering teams supported root cause analysis of customer issues.
- Automated Jira ticketing system to generate tickets based on emails from customers.
- Received operations team star of the quarter, recognized for implementing technical support team changes resulting in reduction of customer downtime and revenue loss.
- Recruited, hired and developed talent to improve team dynamics.
- Analyzed support KPI’s to identify trends in hardware and software issues to report to senior leadership.
Senior Escalation Engineer\ Escalation Team Lead
VIDSCALE
Cambridge, MA
03.2016 - 01.2018
- Managed client expectations and experience, providing 24/7 on-call support, coordinating call flow, and responding to customer technical support needs.
- Established and built first company employee knowledgebase, empowering support team members to resolve customer issues more efficiently and effectively.
- Effective liaison between customers and internal departments, serving as escalation point for critical inter-departmental issues requiring senior-level support.
- Onboarded new employees with training and new hire documentation.
Technical Service Account Manager
SEACHANGE INTERNATIONAL
Acton, MA
01.2013 - 02.2016
- Managed 5 accounts and 7 technical support engineers.
- Main point of contact for customer escalation issues for largest US based customer.
- Provided technical account and situational management to address issues with product and services to meet customer service requirements.
- Implemented weekly calls, discussing open escalations and incidents with accounts, and reducing customer issues 25%.
- Analyzed customer call track and escalation data for quarterly customer reporting.
Second Shift Team Lead
SEACHANGE INTERNATIONAL
Acton, MA
09.2010 - 01.2013
- Managed Video on Demand call center floor technical operations, ensuring support outside normal business hours.
- Prioritized and troubleshot customer issues with team, reducing revenue loss for customer by addressing higher impact issues and escalating critical customer issues to on-call engineers, preserving SLAs.
- Provided technical support team with coaching and escalation point.
- Exceeded goals through effective task prioritization and great work ethic
Level 3 Technician
SEACHANGE INTERNATIONAL
Acton, MA
01.2007 - 09.2010
- Worked with customer engineering team to research and resolve outages, minimizing impact to customer and completing accurate documentation.
- Performed root cause analysis of escalated issues, providing customer reports.
Level 2 Technical Support Engineer
SEACHANGE INTERNATIONAL
Acton, MA
04.2004 - 01.2007
- Executed troubleshooting of hardware, software and network related errors on remote video servers, expediting customer issues by severity of problem.
Level 1 Technical Support Engineer
Seachange International
Acton, MA
01.2001 - 04.2004
- Provided technical support via telephone to customers on Ad insertion product.
Education
Associate of Science (AS) Degree - Computer Information Systems
Mt. Wachusett Community College
12.2018
Skills
- Team leadership skills
- Cross-Functional Management
- Customer Relationship
Management
- Analytical and Critical Thinking
- Problem-Solving
- Process improvement
Timeline
Global Services Team Lead
NEXTHINK
05.2020 - Current
Level 3 Product Support Engineer
NEXTHINK
05.2019 - 04.2020
Manager
SYMBOTIC
01.2018 - 12.2018
Senior Escalation Engineer\ Escalation Team Lead
VIDSCALE
03.2016 - 01.2018
Technical Service Account Manager
SEACHANGE INTERNATIONAL
01.2013 - 02.2016
Second Shift Team Lead
SEACHANGE INTERNATIONAL
09.2010 - 01.2013
Level 3 Technician
SEACHANGE INTERNATIONAL
01.2007 - 09.2010
Level 2 Technical Support Engineer
SEACHANGE INTERNATIONAL
04.2004 - 01.2007
Level 1 Technical Support Engineer
Seachange International
01.2001 - 04.2004
Associate of Science (AS) Degree - Computer Information Systems
Mt. Wachusett Community College
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