Kevin Bartley

• History of building efficient, high performing teams that include local and global resources
• Expanded solution support by hiring 17 Engineers and 1 manager in Costa Rica in accordance with budgetary initiatives
• Responsible for head count analysis to ensure coverage of incoming volume
• Responsible to all KPIs for AMERICA's Solution Support Business including North America / Costa Rica / Brazil
• Tracked KPIs and created continuous improvement plans.
• Increased customer satisfaction ratings(CSAT) from 84% to 95%.
• Drove the reduction of aged backlog(>21 Days) from 30% to 14.5%
• Analyzed and developed service goals for in-bound call center.
• Led technical support center with 75 support engineers and 2 managers
• Developed and implemented training initiatives for new hires.
• Performed forecasting to identify necessary changes for solution support business.
• Identified and diminished performance gaps by coaching and supervising 17 subordinates.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Established and maintained long-range plans for Service request quality assurance.
• Improved employee morale by creating skill pod structure and monitoring employee satisfaction and burn out rate.
• Directed training and retraining of employees to boost performance and enhance business results.
  Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Americas KPIs:

CSAT: 95.4%

SLO:96%

Aged Backlog: 14.5%

• Built high performing team to support Dells flagship solution product
• Developed suggestions for technical process improvements to optimize resources.
• Generated earned value management data capture spreadsheets and reports for management.
• Guided, coached and lead support Engineers, delegating tasks and evaluating performance and progression of project pace.
• Prepared status charts for daily management meetings in Excel and PowerPoint.
• Met with customers to gather areas of support dissatisfaction and applied mitigation plan to resolve all concerns
• Lead escalations, coordinating with cross functional teams to resolve customer issues in a timely manner
• Assisted support engineers with prioritization of service request backlog.

• Managed a team of 17 engineers supporting Avamar and Data Domain product lines
• Tracked KPIs and created continuous improvement plans.
• Analyzed and developed service goals for in-bound Elite customer call line.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Supervised and performed human resource management functions for 17 subordinates.
• Established team priorities, maintained schedules and monitored performance.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Built an Avamar / Data Domain support team reducing executive escalations by 80%
• Managed quality programs to reduce overdue Next Customer Contact (NCC) compliance

• Provided HW and Raid technical support for the Data Domain product line

Data corruption stripe recovery

Complex drive failures

BIOS issues

Boot failure....

• Assisted members of the HW/RAID team providing guidance on troubleshooting steps to resolve customer issues.
• Member of the RTP lab review board providing input on equipment needed to support future products and releases
• Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.
• Resolved issues through active listening and open-ended questioning, escalating major problems to management

• Responsible for delivering KT troubleshooting methodology training for technical support teams in RTP, Santa Clara, Mexico City and APJ sites
• Collaborated with development teams, internal customers and product line management to schedule and deliver 4 day workshops.
• Collaborated on strategies to enhance employee learning and behavior alongside leaders in the support organization.
• Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve employee learning.
• Developed a remote program to deliver KT training to the APJ support teams
• Hired, trained and managed a team of 20 KT coaches responsible for continuous development and certification of employees
• Chaired weekly program calls to discuss and resolve program issues
• Responsible for soliciting program funding from peer teams to support training initiatives

• Lead high profile customer escalations in the VoIP RCA team
• Coordinated cross functional teams to ensure product coverage on all escaladed issues
• Presented daily progress updates to customers, account teams, and executive management
• Drove software patch development and delivery to ensure timely resolution delivery for customer issues
• Developed and implemented office management procedures to increasing training team productivity and accuracy.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

• Worked in various technical support roles at Nortel