Irene Lionetta
North Andover,USA
Summary
Accomplished Sr. Manager at Everbridge with expertise in incident management and KPI development. Spearheaded initiatives that boosted customer satisfaction to 98% by enhancing team performance and fostering a collaborative culture. Proven track record in strategic oversight and technical support, driving customer retention and service excellence through effective communication and leadership.
Overview
14
14
years of professional experience
Work History
Sr. Manager, Global Technical Support/Escalations
EVERBRIDGE
Burlington, MA
02.2013 - 11.2025
- Promoted to provide strategic oversight over global technical support and escalations for the EB Suite, including turning corporate objectives into service goals, and measurable KPIs and case-flow standards.
- Advised technical support engineers and escalation managers on global product/network development plans and incident management to maintain customer continuity and retention.
- Established a more effective, agile support ecosystem by proposing a global technical support framework, establishing KPIs to track, and enforcing operational standards related to case workflows, improving customer experience and service delivery.
- Increased first-contact resolution of complex platform issues across the Everbridge Suite by delivering training and development programs and advancing the technical/soft skills of a diverse support engineering team to increase CSAT scores.
- Developed a proactive, customer-focused support model for escalated customer interactions by performing root cause analysis and engaging internal engineering and product staff to improve time-to-resolution for customers on important issues.
- Managed the complete talent life cycle for the global support team, from the recruiting and onboarding of high-quality technical employees to consistent mentorship program expectations, greatly enhancing team performance to meet organizational needs.
Technical Support Manager
EVERBRIDGE
Burlington, MA
04.2019 - 03.2022
- Nominated to manage a global technical support call center of 8-10 representatives, developing service objectives, staffing strategies, and shift plans to fulfil SLAs during variable volume.
- Monitored KPIs, executed continuous improvement activities, and developed mentorship and performance initiatives to increase first-contact resolution rates and customer satisfaction.
- Achieved notable growth in customer satisfaction ratings to an impressive 98% after analyzing service objectives and implementing continuous improvement plans, establishing aggressive targets, and consistently surpassing set expectations.
- Received positive feedback for building a collective knowledge-sharing/group success culture by leading the recruitment, interviewing, mentoring program, and onboarding process of a group of technical support representatives.
Escalation Manager
EVERBRIDGE
Burlington, MA
01.2019 - 04.2019
- Functioned as the main contact for escalation for global management and potential clients, bringing together network operations, engineering, and product teams to solve major outages.
- Conducted root-cause analysis of escalated service requests and summarized technical findings into relevant remediation solutions and communications to high-value clients.
- Minimized friction points and handled high-risk escalations for key clients while acting as the primary liaison between the customer's concern and network operations, engineering, and product teams to support technical resolution.
- Delivered a successful conclusion after time-consuming escalations with public sector clients by creating and maintaining a new public sector for clients to set technical support expectations and remove complex system barriers.
Technical Support Shift Supervisor
EVERBRIDGE
Burlington, MA
10.2016 - 01.2019
- Appointed to lead the daily operational activities of the Tier 1 and Tier 2 Technical Support teams, ensuring flawless service delivery and adherence to best practices.
- Acted as the team's technical and procedural cornerstone, mentoring engineers through complex cases while fostering a collaborative environment that thrived under pressure, consistently exceeding performance targets.
- Exceeded SLAs under normal and high call and case loads by mentoring new hires and providing ongoing technical and soft skills training to streamline operations of the Tier 1 and Tier 2 support teams while enforcing policies and best practices.
- Standardized shift handover procedures by mentoring multiple new hires through onboarding with structured shadowing and step-by-step playbooks; shortened time-to-competency and increased first-contact resolution rates.
- Maximized team performance on positive CSAT scores during platform-wide service incidents by developing a structured onboarding program based on technical skills and customer interaction, and reduced the ramp-up time for new hires.
Technical Support Engineer
EVERBRIDGE
Burlington, MA
02.2013 - 10.2016
- Selected to facilitate complete case management and technical resolutions for rapid response incidents, executing deep diagnostics on EB Suite platform matters, and performing fixes with engineering, implementation, and network operations for clients.
- Empowered technical support team in exceeding all service level metrics by managing the technical support case lifecycle from first assignment through the incident's conclusion for the Everbridge rapid response team, achieving customer satisfaction.
- Conducted in-depth troubleshooting and analysis of complex issues on the Everbridge Platform in coordination with multiple teams, such as engineering and product specialists, to deliver knowledge and resolution of platform issues.
Project Specialist
AMERICAN TOWER
Woburn, MA
09.2012 - 11.2012
- Recruited to steer the processing and management of pending network collocation applications in OLA to meet the project objectives.
- Produced and verified site asset data to meet regulatory and client obligations and requirements.
- Reconciled due diligence on all site assets and enforced compliance with regulatory/contractual obligations; actively engaged in the next-gen network collocation process, including creating and managing a portfolio of pending applications.
- Streamlined the OLA submission process by proficiently validating asset inventories and standardizing application templates, reducing rework between permitting and engineering teams and accelerating approval cycles.
- Audited network assets to ensure tower applications aligned with engineering specifications; evaluated and applied Right of First Refusal (ROFR) requirements, and prepared comprehensive compliance documentation.
Telecom/Salesforce Analyst/Project Coordinator
ONDEMAND COMMUNICATIONS GROUP
07.2011 - 09.2012
- Selected to manage network operations and device set-up for a corporate enterprise of users, while providing technical support on multiple project implementations.
- Created customized TEMS reporting through Pinnacle to drive telecom resource decisions.
- Operated a Blackberry network by delivering immense device configuration and technical support while troubleshooting and resolving a plethora of hardware and software problems for a high-profile organization of thousands of end-users.
- Coordinated and executed upgrade rollouts by aligning technical tasks with client timelines and ensuring continuity through detailed cutover plans and stakeholder briefings, converting process updates into technical checklists.
- Escalated and addressed customer issues/responses within SLA in accordance with policy by facilitating on-time execution of high-stakes and high-visibility upgrades, providing a better user experience to meet the clients' requirements.
Education
Bachelor of Arts - Psychology
University of Missouri
Kansas City, MO05-1994
Skills
- Incident management and root cause analysis
- KPI development and tracking
- Customer retention strategies
- Technical documentation and service level agreements
Timeline
Technical Support Manager
EVERBRIDGE
04.2019 - 03.2022
Escalation Manager
EVERBRIDGE
01.2019 - 04.2019
Technical Support Shift Supervisor
EVERBRIDGE
10.2016 - 01.2019
Sr. Manager, Global Technical Support/Escalations
EVERBRIDGE
02.2013 - 11.2025
Technical Support Engineer
EVERBRIDGE
02.2013 - 10.2016
Project Specialist
AMERICAN TOWER
09.2012 - 11.2012
Telecom/Salesforce Analyst/Project Coordinator
ONDEMAND COMMUNICATIONS GROUP
07.2011 - 09.2012
Bachelor of Arts - Psychology
University of Missouri