TERESA WOHLWEND
Support Manager
Denver Area,CO
Summary
Project Manager & Technical Leader with a passion for conquering new technology while solving complex problems. Experience leading highly skilled technical support teams. Proven success managing multiple ongoing programs and projects while improving processes. Reputation for collaborating cross-functionally to ensure superior technical service and support.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
Work History
Consultant
Self-employed
Dumont, CO
09.2022 - Current
- Computer hardware and software analysis
- Computer peripheral installs, printers, scanners, webcams, and more
- Software installs and updates
- Malware and virus removal
- Website creation, updates, and troubleshooting
REMOTE SUPPORT MANAGER
Coretelligent
Denver, CO
03.2022 - 09.2022
- Manage multiple teams and worked to improve processes, enhance customer experience, and ensure customer retention
- Other responsibilities included crisis management, on-call support, queue management, and one-on-one with team leads and their teams
- Changed technical recruiting to identify higher qualified applicants
- CSAT management and escalation management for customers with urgent technical needs
- Spearheaded the creation of standardized technical recruiting
- Created interview questions, forms, and structure for handling resumes, tests, and results
- Formalized weekly one on ones for techs and engineers
- Created documents for tracking and holding personnel accountable for making their KPIs
- Created an attendance policy for technical support agents and engineers.
TECHNICAL SUPPORT MANAGER & TECHNICAL PROJECT MANAGER
InMotion Hosting, Remote
Denver, CO
05.2017 - 03.2022
- Helmed multiple concurrent teams and projects to improve processes, elevate customer experience, ensure customer retention, and enhance key performance indicators (KPI)s
- Awarded Core Value Champion (employee of the year) in January 2021
- Other responsibilities included data gathering, report creation, senior management presentations, crisis management, and legal compliance
- Oversaw daily operations for in-office and remote staff
- Spearheaded the creation of mentor program to provide new technicians with defined resources for asking technical questions and receiving experienced answers
- Saved company money after analyzing chargeback data; modified information provided to customers via invoice and renewals to prevent similar, future chargebacks
- Created training for new supervisors
- How to be a leader, do one on ones, hold technicians to KPIs, provide constructive feedback, and soft skills
- ERP systems experience
- Software for business processes, developing solutions that facilitate effective data processing.
TECHNICAL CALL CENTER SUPERVISOR
Western Governors University, WGU
Salt Lake City, UT
06.2014 - 04.2017
- Oversaw call center floor with >40 technical support agents
- Project managed multiple projects, including scheduling and social media
- Managed performance by setting, monitoring, and analyzing KPIs
- Balanced call chat and ticket queues
- Created then submitted reports to upper management
- Conducted meetings and removed blockers
- Mitigated spike in calls during student portal/resource outages by collaborating with managers to post social media, student portal, and in-call alerts
- Analyzed call, chat, and ticket trends to identify highest-volume timeframes then adjusted technician schedules to align with busier periods.
TECHNICAL SUPERVISOR & TECHNICAL RECRUITER
Bluehost
Orem, UT
01.2006 - 04.2014
- Managed chat program, ensuring quality standards
- Interviewed, hired, and trained teams, guaranteeing leading-edge industry knowledge and skill
- Communicated team objectives and monitored performance
- Tracked trends and explained solutions
- Recommended process improvements
- Escalated and assist in problem resolution
- Implemented new chat system after failure from program overload
- Assembled team to analyze available alternatives that would fit specific requirements then tested and rolled out current program
- Eliminated hiring of unqualified technicians by creating and heading program that allowed review of incoming resumes, doing first round of interviews and then schedule interviews with technical manager
- Worked with the legal team, and processed incoming legal requests
- Established training department
- Created curriculum, and trained technicians to take customer calls and answer tickets
- Customer service to exceed customer expectations
- One on Ones, evaluations of performance, coaching
- Troubleshoot problems with websites
- Uploading files, website errors, PHP, DNS, etc.
Education
Master of Science - Management & Leadership
Western Governors University
Salt Lake City, UT 04.2016 - 04.2017
Bachelor of Science - IT Business Management
Western Governors University
Salt Lake City, UT 09.2013 - 01.2016
Certificate - Paralegal Studies
Rutgers University
New Brunswick, NJ 01.2019 - 03.2020
Skills
Project Management
Team Leadership & Development
Customer support
Training and mentoring
Team Building
Managing service level agreements
Staff Management
Advanced problem solving
Certification
Scrum Master
Timeline
Consultant
Self-employed
09.2022 - Current
REMOTE SUPPORT MANAGER
Coretelligent
03.2022 - 09.2022
Certificate - Paralegal Studies
Rutgers University
01.2019 - 03.2020
TECHNICAL SUPPORT MANAGER & TECHNICAL PROJECT MANAGER
InMotion Hosting, Remote
05.2017 - 03.2022
Master of Science - Management & Leadership
Western Governors University
04.2016 - 04.2017
Scrum Master
01-2016
ITIL Foundations
05-2015
MTA Database
05-2015
MTA Networking
01-2015
TECHNICAL CALL CENTER SUPERVISOR
Western Governors University, WGU
06.2014 - 04.2017
Six Sigma Lean
05-2014
Bachelor of Science - IT Business Management
Western Governors University
09.2013 - 01.2016
Project+
05-2013
TECHNICAL SUPERVISOR & TECHNICAL RECRUITER
Bluehost
01.2006 - 04.2014