Shane Vander Veur
Salt Lake City,UT
Summary
Dynamic Technical Support Manager with a proven track record in project management and customer relationship management. Skilled in leading teams to address complex technical challenges while driving process improvements that elevate service quality.
Overview
1
1
Certification
29
29
years of professional experience
Work History
Control4/SnapOne/Resideo/ADI
Resideo
Lehi, Utah
09.2018 - 07.2026
- Provided specialized support for Control4 / Snap One / Resideo / ADI products over 8 years, improving user experience through effective troubleshooting
- Leveraged 30+ years of technical engineering and support experience to resolve complex issues and enhance customer satisfaction
- Managed technical support operations, leading a team to deliver high-quality service and support
- Spent 22 years enhancing product development and customer service at Harman International.
- Expert in advanced troubleshooting, networking, AV, and home automation systems
- Achieved Project Management certification to enhance project execution skills.
- Extensive experience with SAP and Salesforce
- Associate of Applied Science in Electronics Technology
Technical Support Manager
Harman International
Murray, Utah
07.2012 - 06.2018
- Led technical support team to resolve customer inquiries and issues.
- Managed escalated customer concerns, ensuring timely resolution and satisfaction.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Implemented systems for tracking and managing customer support requests.
- Developed training programs for support staff to enhance service quality.
- Developed and implemented training programs for new team members.
- Mentored junior staff in troubleshooting techniques and customer interaction skills.
- Collaborated with engineering teams to address product-related technical challenges.
- Analyzed support trends to identify areas for improvement in processes.
- Established continuous improvement initiatives to achieve KPIs.
- Coordinated cross-functional meetings to align support strategies with business goals.
- Performed root cause analysis on recurring problems encountered by customers.
- Identified potential risks associated with implementing new technologies or introducing changes into existing systems.
Technical Support Agent
Harman International
Murray, UT
07.2007 - 01.2012
- Provided technical assistance to customers via phone, email, and online chat.
- Diagnosed complex technical problems related to computer networks, systems and applications.
- Resolved network connectivity issues by resetting modems and routers.
- Performed remote diagnosis and repairs on computers with operating system problems.
- Installed, configured, tested, maintained and troubleshot systems and applications.
- Managed multiple customer requests simultaneously while maintaining a high level of customer service.
- Trained new employees on technical support processes and procedures.
- Analyzed system logs and identified potential software or hardware issues.
- Evaluated user needs to recommend appropriate hardware solutions.
- Updated knowledge base articles with new information regarding products and services offered by the company.
- Independently researched solutions using resources, determining root causes, and designing customized solutions for unique customer situations.
Electronics Repair Technician
Harman International
Murray, UT
08.1997 - 06.2007
- Diagnosed electronic components to determine malfunctions and recommended necessary repairs. to identify faults and required repairs.
- Diagnosed and repaired hardware issues related to malfunctioning components such as motherboards, processors, memory modules, power supplies, hard drives, optical drives, video cards, sound cards and network cards.
- Repaired defective circuit boards by replacing faulty components, ensuring operational reliability.
- Repaired audio systems, ensuring functionality and quality standards.
- Calibrated testing equipment for precise measurements during repairs.
- Conducted tests to ensure that equipment was functioning properly after repairs were completed.
- Inspected and tested electronic systems to diagnose issues, using oscilloscopes and voltmeters.
- Followed industry standards to ensure compliance in repair processes.
- Followed all safety regulations while working on electrical equipment.
- Trained junior technicians on repair techniques and safety protocols.
- Troubleshot software-related issues such as compatibility problems between different programs or operating systems.
- Installed software upgrades to enhance operating system performance and security. for operating systems and applications.
- Identified root causes of system failures by analyzing test results and error messages generated during testing procedures.
- Assisted colleagues in troubleshooting complex technical issues, enhancing overall repair efficiency.
- Researched new technologies related to electronics repair in order to stay current with industry trends.
- Ran new wiring and cables to connect systems or bypass faults.
- Collaborated with engineering teams on product design and improvement.
Education
Associate of Applied Science - Electronics Technologie
Salt Lake Community College
Salt Lake City, UT12-1998
Skills
- Smart home systems
- Networking
- Advanced troubleshooting
- Technical project management
- Salesforce usage
- Customer relationship management
- Technical documentation
- Root cause analysis
- Problem solving
- Escalation handling
- Critical thinking
- Product development
Certification
- Project Management Professional (PMP)
- Pakedge Certified Network Administrators (PCNA)
Timeline
Control4/SnapOne/Resideo/ADI
Resideo
09.2018 - 07.2026
Technical Support Manager
Harman International
07.2012 - 06.2018
Technical Support Agent
Harman International
07.2007 - 01.2012
Electronics Repair Technician
Harman International
08.1997 - 06.2007
Associate of Applied Science - Electronics Technologie
Salt Lake Community College