Results-driven leader with over ten years of experience in leadership, technical and customer support and workforce management. I have a proven ability to develop high-performing teams and enhance operational efficiency.
Overview
11
11
years of professional experience
Work History
Technical Support Team Manager
Favor Delivery
REMOTE
08.2021 - 10.2024
Managed a team of customer-focused technical specialists that utilized Zendesk, Jira, and Salesforce to provide timely and heroic resolutions via e-mail, live chat, sms and phone.
Ensured the effectiveness of support process improvement by working alongside team members, and developing scalable improvements to continuously enhance operational depth.
Owned support KPIs (CSAT, AHT, FRT, backlog, contact rate), and proactively identify and act on performance trends and improvement opportunities.
Global Support Team Manager
Whole Foods Market
Austin, USA
01.2018 - 01.2021
Led daily operations for a global, multi-tiered internal IT help desk, supporting personnel at both the retail and corporate levels.
Collaborated with cross-functional teams to identify the root causes of customer issues within support functions, and develop action plans to remediate and measure the effectiveness of processes.
Integrated feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of experience drivers.
Workforce Operations Manager
Trusource Labs
Austin, USA
01.2014 - 01.2018
Managed an omni-channel workforce management operation that maintained vigorous staffing models across various multi-site contact centers.
Oversaw the real-time analysis of intraday performance reporting, focusing on actionable recommendations for timely service-level action management.
Provided data-driven recommendations to leadership that gave them a clear understanding of the impact offline requests had on business needs.
Acted as an SME for workforce software and developed training programs, coupled with frequent touch-base meetings with team leads that enabled effective, business-focused collaboration between WFM and support operations.
<p>Hours per week: 40</p>
<ul>
<li>Duties, Accomplishments and Related Skills:</li>
<li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li>
<li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li>
<li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li>
<li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li>
<li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li>
<li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li>
<li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li>
<li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li>
</ul> at INDUSTRIAL VIDEO & CONTROL<p>Hours per week: 40</p>
<ul>
<li>Duties, Accomplishments and Related Skills:</li>
<li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li>
<li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li>
<li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li>
<li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li>
<li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li>
<li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li>
<li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li>
<li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li>
</ul> at INDUSTRIAL VIDEO & CONTROL
Designed, coded, tested, debugged, and migrated components of a Front-End application, using the following ISPF Dialog Manager Tools: Panels, Messages, Tables and Skeletons, along with REXX Execs, which facilitated Subject Matter Expert’s (SME’s) identification and extraction of Endevor elements, to prepare for transfer to a LINUX-based system named, “Informatica”. SMEs used Informatica to prepare the downloaded element’s flows to identify technical debt, so that the Agency could migrate away from, what it considered, Legacy development languages. This was due to the shrinking pool of expertise and availability of Legacy Language talent pool.Supplied support to many other mainframe developers, via a tool called Workbench from Allen Systems Group (ASG).The tool was a Data Resource Management System (DRMS) Facility, which provided a repository for and management of COBOL, HLASM, and CICS development metadata. Also managed by the tool were various other elements, such as user access, and Dynamic Table Access Management (DTAMS).Using JCL, REXX, Endevor, TADz, Workbench, and CyberFusion on the mainframe and UltraEdit, MS Access and Excel on the Network, developed a very extensive and complex spreadsheet, for a Tech 14 to evaluate and ultimately present to the Associate Commissioner and other higher-level SSA management. The spreadsheet was a depiction of the overall scope and effort that needed to transition from Workbench (SSA no longer received support for the product), and it aided the Tech 14 in his future presentation.Coding, testing, debugging, and migrating programs (HLASM/COBOL/CICS/Db2/IMS), routines, copybooks, and macros, in support of multiple applications across the Agency.Created and maintained numerous ISPF REXX and CLIST scripts.Created and updated Standard Operating Procedures (SOP) and User manuals, using M365 Tools, including VISIO Pro.Created and supported many MS Access and Db2 SQL scripts, to access and update related databases and tables.Involved in the testing of zOS Multi-Factor Authentication (zMFA), which supplanted Single Sign-On (SSO) at the Agency. zMFA provides multiple levels of authentication and thus, greater levels of security.Participated in Daily Stand-ups/Weekly/and Monthly and other Agile-Related meetings on multiple Teams.Maintained Team SharePoint sites (pages) which later were ported to Confluence. at Leidos, Inc., for Social Security AdministrationDesigned, coded, tested, debugged, and migrated components of a Front-End application, using the following ISPF Dialog Manager Tools: Panels, Messages, Tables and Skeletons, along with REXX Execs, which facilitated Subject Matter Expert’s (SME’s) identification and extraction of Endevor elements, to prepare for transfer to a LINUX-based system named, “Informatica”. SMEs used Informatica to prepare the downloaded element’s flows to identify technical debt, so that the Agency could migrate away from, what it considered, Legacy development languages. This was due to the shrinking pool of expertise and availability of Legacy Language talent pool.Supplied support to many other mainframe developers, via a tool called Workbench from Allen Systems Group (ASG).The tool was a Data Resource Management System (DRMS) Facility, which provided a repository for and management of COBOL, HLASM, and CICS development metadata. Also managed by the tool were various other elements, such as user access, and Dynamic Table Access Management (DTAMS).Using JCL, REXX, Endevor, TADz, Workbench, and CyberFusion on the mainframe and UltraEdit, MS Access and Excel on the Network, developed a very extensive and complex spreadsheet, for a Tech 14 to evaluate and ultimately present to the Associate Commissioner and other higher-level SSA management. The spreadsheet was a depiction of the overall scope and effort that needed to transition from Workbench (SSA no longer received support for the product), and it aided the Tech 14 in his future presentation.Coding, testing, debugging, and migrating programs (HLASM/COBOL/CICS/Db2/IMS), routines, copybooks, and macros, in support of multiple applications across the Agency.Created and maintained numerous ISPF REXX and CLIST scripts.Created and updated Standard Operating Procedures (SOP) and User manuals, using M365 Tools, including VISIO Pro.Created and supported many MS Access and Db2 SQL scripts, to access and update related databases and tables.Involved in the testing of zOS Multi-Factor Authentication (zMFA), which supplanted Single Sign-On (SSO) at the Agency. zMFA provides multiple levels of authentication and thus, greater levels of security.Participated in Daily Stand-ups/Weekly/and Monthly and other Agile-Related meetings on multiple Teams.Maintained Team SharePoint sites (pages) which later were ported to Confluence. at Leidos, Inc., for Social Security Administration
Spearheaded cross-functional onboarding initiatives for Assist 365, streamlining access provisioning for global support teams.
Directed migration of Amplify wikis to Engineering Hub, improving content discoverability and compliance.
Resolved escalated incidents in Tier 1, 2, and 3 technical support, enhancing SLA resolution rates by 50%.
Implemented security configurations for Microsoft 365 and Azure AD services, increasing identity security by 40%.
Managed a team of technical writers responsible for developing wiki content for Amplify features.
Facilitated weekly operational syncs and audit readiness activities, encompassing risk assessments, and SLA tracking.
Collaborated with audit teams to achieve successful third-party security audits with zero non-conformities.
Authored knowledge base articles and FAQs, decreasing support ticket volume by 15%. at Tech Mahindra AllyisSpearheaded cross-functional onboarding initiatives for Assist 365, streamlining access provisioning for global support teams.
Directed migration of Amplify wikis to Engineering Hub, improving content discoverability and compliance.
Resolved escalated incidents in Tier 1, 2, and 3 technical support, enhancing SLA resolution rates by 50%.
Implemented security configurations for Microsoft 365 and Azure AD services, increasing identity security by 40%.
Managed a team of technical writers responsible for developing wiki content for Amplify features.
Facilitated weekly operational syncs and audit readiness activities, encompassing risk assessments, and SLA tracking.
Collaborated with audit teams to achieve successful third-party security audits with zero non-conformities.
Authored knowledge base articles and FAQs, decreasing support ticket volume by 15%. at Tech Mahindra Allyis