Summary
Overview
Work History
Education
Skills
Mission
Affiliations
Languages
Timeline
SeniorSoftwareEngineer

Natacha De Kegel

Director of application support
Saint Petersburg,FL

Summary

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes training, demonstrating, quality control, deployment, team lead, project lead, technical support and automation projects Recognized for exemplary customer service and team collaboration.

Overview

22
22
years of professional experience

Work History

Director of Application Support

DistributorX, Inc.
Clearwater, FL
03.2019 - Current
  • I was hired as a full time Director of Application Support at DistributorX Inc from March 2019 till present
  • Focused on expanding our services and support team, providing technical sales advice to help increase revenue and constantly finding strategies to keep our reseller and end user satisfied
  • Provided guidance, leadership and mentoring to our support and services team and developed the technical expertise needed to meet long-term business needs
  • Managed staff by reviewing, approving and allocating work and work assignments among staff
  • Proactively report out to upper management on product issues, resolutions, and project status
  • DistributorX Inc, had more than 30 active projects on a regular base that needed follow up and development
  • I've started with searching for full time members to join our services and support team to help progress the projects and handle a greater amount of projects
  • I was able to find two individuals that matched our requirements
  • After a few months one individual turned out not to be a fit for the job so I currently have one extra member that is full time in my team
  • With the extra help, I can now handle around 60 active projects and make sure that the end user's requirements and/or questions are followed up within a 48 hours time frame
  • A new manufacturer was added to our existing product line which is currently successfully implemented at some of our customers' workflows
  • I have been in contact with the Director, Sales Engineering & Implementation on a regular base for support-related activities and also share feedback on what features our end-users would like to see in future versions
  • I have also organized sessions with some of our channel partners
  • A few requests from our resellers and end-users helped us to focus on new development ideas and also a product that we were developing in-house
  • With their feedback, extra resources and our own experience, we were able to get close to releasing this product
  • I have been setting up regular meetings with my team members to set up goals and feature lists for this product and make sure that we stay on track
  • All features have also been communicated and approved by the Company's President
  • I conduct weekly meetings with the Company's President to discuss the status of all projects and also use that time to express any concerns that would need his attention or his sign off.

Managing Director (remote)

StarBright Software Consultants
Kingston + Montego Bay, Jamaica
03.2014 - 03.2019
  • Contracted as Director of Application Support at DistributorX Solutions Ltd, (UK) from June 2017 to March 2019
  • Responsible for independently restructuring customer services platforms and managing support on a wide range of solutions for distributors, resellers, end-users
  • Consulted with company management on strategic projects and executing new business opportunity strategies
  • Implemented solutions and created/provided training for customers and staff.

Operations and Client Services Manager (remote)

Influx
Montego Bay, Jamaica
05.2015 - 06.2017
  • Influx offers 24-hour support to customers worldwide, and has agents located in Kenya, Indonesia and Jamaica
  • I started off as a Customer Service Rep for Influx in 2015
  • The company has a wide range of customers with products that range from simplistic to more complex technologies
  • For example, one of our customers was a company that sells cases for tablet computers
  • In this situation, the general questions and answers were not so difficult, and refunds and other order related questions were the daily challenges
  • This contrasted with another company that developed software to virtually ride a bicycle
  • In this case, getting to know and understand all hardware and software components was required before answering the first question
  • I became an Operations and Client Services Manager in 2016
  • Influx introduced me to my team and assigned the products that I would be responsible to support
  • After the introduction, I was responsible for building a knowledge base of customer questions and answers for all supported products
  • I also wrote internal knowledge base articles for the products that had no support articles yet available
  • I had meetings with my supervisor to ensure my responses were up to the companies' quality requirements
  • In my role, I was responsible for a team of eight Customer Support Agents, with members of my team based locally and in Kenya and Indonesia
  • I was also responsible for recruiting and training new members of my team, and for terminating them if their quality of work remained deficient from the standards set by Influx
  • We conducted 'work on location' meetups where all the agents based in Jamaica would attend and work together to share knowledge and build team spirit
  • I used and managed many different customer service and support technologies and internally built tools to keep track of our tickets and work
  • Additionally, my responsibilities included setting up meetings with Influx customers to ensure their requirements were being met, and to brainstorm how to improve both the quality of our work and the customers' product support knowledge base articles.

Customer Service Rep (remote)

Enfocus Software
Kingston, Jamaica
01.2014 - 02.2014
  • Contract work as Product Specialist / Software Support Engineer

Senior Product Specialist

Enfocus Software
Miamisburg + Fort Lauderdale, OH + Fl - USA
12.2004 - 06.2013
  • My initial position with Enfocus Software was in the Quality Assurance department as a Software Quality Engineer
  • My primary responsibility was to ensure that the quality of our software releases was on par with the quality standard and requirements of the company
  • As part of a team, we developed methods and scripts to more reliably conduct and repeat all our tests
  • These internal tools helped us to track what we had tested so far and to manage the results of the testing
  • I transferred internally to a Product Specialist role in 2008
  • In this role, I was responsible for managing all email and telephone support for all pre- and post-sales support queries as well as support incidents initiated by our maintenance users
  • I also kept our internal and external knowledge bases up to date and added specific feature step-by-step articles to help our customers better use our software
  • This change of role was in preparation for a position that would be based in the US at the headquarters of our new parent company Esko/Artwork
  • I relocated from Ghent, Belgium to Miamisburg, Ohio, where I was responsible for email and telephone support for all pre- and post-sales support queries as well as support incidents initiated by our maintenance users
  • I was also responsible for training our dealers and internal staff to use and promote our solutions
  • Additional responsibilities included product demonstrations, product workshops and representing the company at tradeshows
  • I became a Senior Product Specialist in 2011
  • At this stage, I began conducting more pre-sales product demonstrations
  • I also assisted our internal sales team with sessions with customers to help them better understand the solutions
  • My expanded responsibilities included creation of product presentations for the tradeshow and installation of all necessary files and software on the computers that would be used during the tradeshow
  • I was also responsible to write the voiceover scripts for product videos to demonstrate new and commonly used features.

Prepress Manager

Printing-office Van Brabant
, Belgium
01.2002 - 12.2004
  • Responsible for DTP, operating the imagesetter (Linotype 300), digital press (Xerox, docucolor 12), and imposition tools
  • Also following up orders in the prepress department, and making plates.

Education

Bachelor Degree Graphic Arts - Commercial Policy

Egon Hoge School
01.2001

Communication Management -

Hogeschool van de Provincie Antwerpen
01.1998

Train the Trainer -

Langevin

JavaScript -

Skills

  • Coding Technologies (HTML, JavaScript, NodeJS, TypeScript)
  • XPath
  • SQL
  • Rest API
  • Postman
  • Command line tools
  • Bugzilla
  • Enfocus Switch automation platform
  • Enfocus Connect All
  • Enfocus PitStop Pro
  • Enfocus PitStop Server
  • Enfocus PitStop Pro
  • Imposition packages - Phoenix, Griffin and Quite Hot Imposing
  • Adobe Creative Cloud
  • Slack
  • Support Technologies (ZenDesk & HelpScout)
  • Camtasia
  • Shopify, Woocommerce
  • Trello
  • Time management - Harvest
  • Teamup
  • Insightly
  • Microsoft Office
  • OpenOffice
  • Google Drive

Mission

A highly-experienced product specialist in niche technologies for the commercial print and publishing industries, I combine my technical knowledge with executive and management know-how to provide a unique skill set.

Affiliations

  • Bike riding
  • Swimming
  • Card playing
  • Reading and watching sustainability documentaries

Languages

Dutch
Native/ Bilingual
English
Full Professional
French
Elementary
German
Elementary
Spanish
Elementary
Portuguese
Elementary

Timeline

Director of Application Support

DistributorX, Inc.
03.2019 - Current

Operations and Client Services Manager (remote)

Influx
05.2015 - 06.2017

Managing Director (remote)

StarBright Software Consultants
03.2014 - 03.2019

Customer Service Rep (remote)

Enfocus Software
01.2014 - 02.2014

Senior Product Specialist

Enfocus Software
12.2004 - 06.2013

Prepress Manager

Printing-office Van Brabant
01.2002 - 12.2004

Bachelor Degree Graphic Arts - Commercial Policy

Egon Hoge School

Communication Management -

Hogeschool van de Provincie Antwerpen

Train the Trainer -

Langevin

JavaScript -

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Natacha De KegelDirector of application support