Juan Soto
Fremont,California
Summary
Hard-working dedicated Customer Service Manager. Highly skilled in People Management. Seeking to help increase CSAT and ESAT at a dynamic company that will help me grow in the Management field. I have over 30 years combined experience in Customer Service and 16 years in Technical/Escalation Support Management.
Overview
38
38
years of professional experience
Work History
Senior Technical Support Manager
Avaya Inc.
Remote (California)
12.2011 - 03.2023
- Managed team of global Tier 3 remote engineers who provided World-Class Technical Support of the Contact Center and Unified Communications products (On Premise & Cloud environments)
- Provided Support to all Severities including Outages and Severe Business Impact for standard, High Touch and Managed Services customers
- Participated in daily escalations with Business Partners, Customers, engineers, CSM's, R&D
- Daily Support ticket review with engineers to ensure all KPI's and customer SLA's are met
- Weekly review of product escalations with R&D to help expedite delivery of product solutions and avoid Business Partner and Customer escalations
- As Duty Manager for all products was On-Call after hours and weekends on a rotation basis
- Ran daily and weekly reports to help identify pain points or chronic issues as a proactive approach to maintain above average Customer Satisfaction
- Contacted Business Partners and Customers on negative CSAT surveys to determine cause of negative survey and provide proper solution
- Helped create and maintain Knowledge Base articles on known issues that aided customers in resolving their own issues avoiding need to create Support tickets
- Weekly 1:1 meetings with engineers to provide guidance and coaching and to review performance and training needs to help promote engineers professional development
- Weekly meetings with R&D and New Product Introduction team to assist in improving product quality
- Organized and led meetings to review Outages and Critical escalations with senior leadership and other stake holders
- Year end Performance reviews with engineers
- In charge of on-call engineer and manager schedule.
Technical Support Manager
Avaya Inc.
Remote (Mexico)
02.2009 - 12.2011
- Managed team of global Tier 3 remote engineers that provided Technical Support to the Unified Communication business unit products BCM, SCS, IP Office in North America and CALA regions
- Achieve, maintain and exceed Business Unit KPI objectives
- Work closely with Business Partners and end Customers on escalations to quickly provide Resolutions
- Key player in relocating Tier 3 Technical Support from India to CALA and North America
- Interviewed and hired a team of 76 engineers and 5 Managers
- Coordinated the planning and execution of Voice and Data Training to new engineers
- Collaborate closely with R&D, Sales, Marketing, PLM and Product Introduction teams for product improvement.
Technology/Product Introduction Manager
Nortel Networks
Remote (Mexico)
07.2008 - 02.2009
- Interviewed and hired a team of 14 Product Introduction Leaders at the Mexico Center of Excellence
- Planned and executed Training Sessions for new hires on Technology/Product Introduction project milestones
- Represent the Technology/product Introduction Leader team in Integrated Project Team meetings to ensure products have the least defects prior to being released to Market
- Worked with new hires during initial project assignments to assist in learning what deliverables need to be performed at each Project Milestone
- Liaison between Design, Support and Documentation Leaders.
Technical/Product Introduction Leader (Project Manager)
Nortel Networks
Remote (Mexico)
11.2007 - 07.2008
- Managed complex Projects where Nortel/Avaya introduces new products or new product releases from initial concept to product launch
- Managed Product Life Cycles
- In charge of making Training available to Technical Support teams so they are ready to Support new products as they are released to Market
- Represented Documentation team in Design meetings to ensure all Documentation contains accurate product data
- In charge of leading Product Trials at customer sites to field test new product before releasing to Market
- Use Six Sigma methodology to analyze Support cases and outages to find root causes and identify preventive measures.
Senior Technical Support Analyst
BMC Software
San Jose, CA and Austin, TX
01.1998 - 01.2007
- Managed application, database, hardware and networking issues for large global companies, ensuring resolution and recovery of customer critical problems in a timely and efficient manner
- Focal point for Latin America customers
- Trained EMEA Development and Support teams on the Patrol Central alerts and Patrol Explorer applications
- Field tested new product releases for Development before releasing to market
- Assisted Customers, Professional Services and Consultants in installing and configuring applications
- Maintained responsibility for prioritizing and escalating issues, ensuring appropriate Support, Development and Sales Management personnel are informed of complex customer issues
- Assisted Development in troubleshooting and debugging complex application failures to expedite patch or new application release
- Document and publish White Papers and Resolutions to assist Customers with performance tuning, backup, recovery and failover information for both BMC applications and Sybase ASE database
- Liaison between Support, Development, QA, Sales and Marketing on product enhancements and failures essential to customer satisfaction
- Provided 24x7 on call Support to local and international customers for the BMC Enterprise Management applications
- Assisted customers in performing application upgrades
- Installed and maintained application environment to support, test and reproduce customer application issues
- Trained and mentored new global Support personnel on various BMC applications.
Cartographic Technician
Etak, Inc.
Menlo Park, CA
01.1995 - 01.1998
- Analyzed hard copy maps of complex road networks and digitally encoded driving instructions for an in-vehicle navigation system using a GIS interactive graphics workstation
- Manipulated TIGER data using field surveying, aerial photos and satellite data to create a multi-layered thematic map
- Performed Quality Assurance, identified errors in database and took necessary actions to correct them.
Computer Operator
Stanford University Hospital
Stanford, CA
01.1989 - 01.1995
- In a high pressure environment monitored a mainframe system
- Performed magnetic tape backups, maintained on-line printers and terminals
- Ensured smooth flow of the computer system by running programs and reports essential to the Clinical Laboratory Department
- Assisted users with terminal, printer problems, questions and information of the computer system.
Computer Operator
Computer Learning Center
San Francisco, CA
01.1988 - 01.1989
- Monitored and maintained the DOS/VSE/POWER, OS/VSI and VM/SP operating systems on an IBM mainframe system
- Monitored and maintained peripheral equipment and performed tape backups and printed reports.
Purchasing Assistant
Siliconix, Inc.
Santa Clara, CA
01.1985 - 01.1987
- Trained and tutored all employees on the McCormick & Dodge Purchasing Software
- Entered Purchase Orders and purchased office Supplies into the system
- Created a variety of reports on ReportWriter Software
- Assisted buyers with placement of field service requests and arranged for service from vendors.
Education
Certificate -
Computer Learning Center (CLC)
01.1989
1 year Computer Science -
De Anza Community College
01.1986
High School Diploma -
Carlmont High School
01.1984
Training
Green Belt course, Nortel Networks, 04/01/09 ITIL course, BMC, 01/01/00 Remedy ARS, BMC, 03/01/03 Sybase 11.05 DBA Admin, BMC, 06/01/99 Introduction to Unix, BMC, 05/01/99
Timeline
Senior Technical Support Manager
Avaya Inc.
12.2011 - 03.2023
Technical Support Manager
Avaya Inc.
02.2009 - 12.2011
Technology/Product Introduction Manager
Nortel Networks
07.2008 - 02.2009
Technical/Product Introduction Leader (Project Manager)
Nortel Networks
11.2007 - 07.2008
Senior Technical Support Analyst
BMC Software
01.1998 - 01.2007
Cartographic Technician
Etak, Inc.
01.1995 - 01.1998
Computer Operator
Stanford University Hospital
01.1989 - 01.1995
Computer Operator
Computer Learning Center
01.1988 - 01.1989
Purchasing Assistant
Siliconix, Inc.
01.1985 - 01.1987
Certificate -
Computer Learning Center (CLC)
1 year Computer Science -
De Anza Community College
High School Diploma -
Carlmont High School
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