K Brent Carpenter
Northglenn,CO
Summary
Self-motivated Support Manager brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.
Overview
25
25
years of professional experience
Work History
Senior Support Manager
Canonical Ltd.
04.2019 - 12.2022
- Running a World Class Support Team solely focused on Open Source Software within the Americas region
- Our team provides hands-off technical support to customers around the world
- We aim to improve the customer experience when using Ubuntu Desktop, Server, Public Clouds and over 300 different open source software products
- Management duties include: Performance Reviews, Hiring and Firing, Single Point Of Contact for Client Escalations, Setting Team Performance by creating Key Performance Indicators KPI, Identifying Support Opportunities, Implementing performance improvement plans (PIP), Presenting new technology at team sprints located in different parts of the world
Technical Support Manager
IBM Global Business Services
02.2011 - 04.2019
- Direct line responsibility for 12 US managers
- Provided work direction for 1340 employees across US, Canada, China, Mexico, Brazil, and Romania supporting 15,000 servers
- Including five help desks, with level 1, level2 and level 3 support
- Responsible for Management of Hiring, Performance, Support, People, and Client Management
- Tracked KPIs and created continuous improvement plans.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
IT Infrastructure Lead - IBM
Global Business Services
02.2009 - 02.2011
- Created a Data Center and Managed Services Plan for our business unit which included 72 China employees across 4 work locations
- Incorporated this new China team with IBM's global plan and interlocked with IBM Development Support Teams and Site Executives to ensure inclusion and collaboration with our teams during critical support hours
- Global Employee Productivity Evaluation and Expansion
- Dotted line manager for 13 global managers and 600+ global employees
- Resolved issues and escalated problems with knowledgeable support and quality service.
IT Infrastructure Specialist
IBM
04.1998 - 02.2009
- Managed day-to-day operations of the team's global work force including 49 employees in Mexico, 21 in Brazil, 32 in the Philippines, 29 in China and 7 in the US
- Installed, supported and maintained company hardware and software infrastructure according to best practices.
- Oversaw development and maintenance of computer systems, server upgrades and operating systems.
- Expanding operations hiring in Peru, Egypt, Eastern Europe and Argentina and assuming operations in Canada
- Expanded our Global resource pool to India, China, Philippines, Brazil, France, and the Nordics
- Responsible for oversight of all aspects of Server Delivery Centers (7 in US, 1 in Mexico, 1 in Canada, 2 in India, and 1 in China) including budget, hardware acquisition, facilities management, capacity planning, disaster recovery as well as day-to-day operations
- Also did the same for our 24x7 coverage model, our internal/external escalation model, and our team cross training model
Education
Bachelor of Science - Business Administration
Regis University
Denver, CO12.1988
Skills
- Quality Assurance
- Customer Service Expertise
- Document Management
- Professional Networking
Years Of Experience
25 Years
Timeline
Senior Support Manager
Canonical Ltd.
04.2019 - 12.2022
Technical Support Manager
IBM Global Business Services
02.2011 - 04.2019
IT Infrastructure Lead - IBM
Global Business Services
02.2009 - 02.2011
IT Infrastructure Specialist
IBM
04.1998 - 02.2009
Bachelor of Science - Business Administration
Regis University
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