SAM FOWLER

• Lead a team of 6 support engineers for an enterprise SaaS application for multiple North America (AT&T, T-Mobile, Verizon) and Latin America telecom carriers, ensuring service excellence across multiple touchpoints.
• Achieved a 100% SLA compliance rate and reduced customer escalations through process improvements and team coaching.
• Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
• Managed daily operations, including incident management, ticket resolution, escalation procedures, 24/7 support scheduling, and time tracking. Directly supported customers in get-well meetings as manager and engineer.
• Partnered with customer-facing account teams and executives (Sales, Professional Services, Product and Engineering) on overall platform success and contract status.
• Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
• Developed comprehensive training programs to continuously upskill the technical support team.
• Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.

Lead a global team of professional software engineers supporting an enterprise SaaS application by partnering with Care, consulting with customers, delivery, and R&D to resolve outages, address support requests, create product patches and implement new features.

• Conducted the day-to-day fault management process. Triaged, resolved issues and supported new releases and upgrades. Assigned JIRA tickets to engineers, handled customer incidents/escalations and provided customer support via Teams, phone, and email. Reduced defect backlog and R&D support workload by 30%.
• Managed projects using SAFe Agile SDLC and collaborating with PLMs, R&D, delivery, customers, and upper management to deliver quality software products leading to customer success. Supported pilots and POCs.
• Implemented process improvements leading to improved response times and faster ticket resolution. Delivered reports on Quality KPIs via JIRA dashboard, PowerPoint and Power BI.
• Produced and presented online Product Training for delivery team and customers. Awarded the Nokia Excellence Award for this effort.
• Enhanced customer satisfaction by implementing effective support strategies and streamlining processes.

• Developed a large platform product with 100+ telecom user companies, Performed business/requirements analysis in planning for the creation of a next-gen version of the product.
• Updated UI look and feel and designed architecture while incorporating legacy backend with new frontend technologies. Conducted sprint demos and code reviews with Product Owner tasks.

• Managed multiple projects as UI designer, developer and product owner for web and enterprise business applications including customer-facing marketing websites and internal tools. Gathered requirements, scoped projects, developed, tested, and deployed online solutions for major automotive brands.