Professional Summary
My objective is to obtain a position that will allow me the opportunity to pursue my interests and utilize my experience in Customer Support Services. I’m a results-oriented, highly organized business professional with experience in global customer-facing roles in the IT and software applications realms. This includes managing customer support and services, customer consulting, and project management. My high technical and functional aptitude is demonstrated through excellent analytical and problem-solving skills. I excel in team management, mentoring and development of staff, and fostering strong stakeholder relationships to drive business objectives, growth, and facilitate customer retention and profitability. I am a professional with a strong background in customer interactions and service solutions. I’m also highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty.
Accomplishments
- Maintained 95% customer retention
- Maintained 35% project profitability
- Consistently achieved 100% customer satisfaction
- Developed critical customer support processes
- Developed multiple teams in highly technical environments
Work History
MSP (2019-Present)
Technical Support Manager
- Lead 24/7 support operations team handling clinical software, desktop, network, and peripheral device support
- Drive operational excellence through daily call volume monitoring, scheduling optimization, and escalated issue resolution
- Analyze KPIs (response times, resolution rates, CSAT scores, case closure) while conducting weekly team meetings and 1:1 coaching
- Guide team development through collaboration initiatives, scheduling professional development, shadowing programs, and continuous skill enhancement
- Manage critical vendor relationships (SaaS providers, network security, and data centers) ensuring SLA compliance, quality deliverables, and budget optimization
- Achieved 95% customer retention over 6+ years generating continued revenue through exceptional satisfaction and customer advocacy initiatives
- Cultivate executive relationships through monthly C-level check-ins driving strategic account management
Oil & Gas Services Company (2008-2019)
Global Domain Lead (2012-2019)
- Managed a global team of 30+ highly technical software support analysts located in the United States, Latin Americas, Asia Pacific, and European regions supporting multiple software applications across drilling and completions, production, economics, and reservoir simulation domains
- Developed and mentored global teams across multiple domains that facilitated individual career goals and provided a resource pool for meeting business objectives and service level agreements
- Global Knowledge Centered Support (KCS) lead promoting KCS methods across all Technical Assistance Centers (TACs)
- Established working relationships within the organization and across the oil and gas industry while consistently achieving all levels of customer service agreements contributing to industry-wide recognition for professionalism and excellence
Senior Project Manager (2008-2012)
- Managed a global resource pool of 10-15 field professionals for consulting and project management geo-mechanics operations
- Primary focus was on providing geo-mechanical services to Asia Pacific, Middle East, and Africa regions
- Facilitated regional business development through thorough understanding of project requirements and customer needs resulting in creative and competitive bid proposals; managed bidding process for each region
- Achieved 35% margin profitability by efficient and effective resource tasking while maintaining quality deliverables
- Maintained schedules to meet key milestones at every project phase
- Directed changes to project scope and cost and implemented appropriate change management processes to keep projects on track
Software Company (2005-2012)
Customer Support Manager
- Developed and managed the global product support department for a leading provider of geo-pressure and geo-mechanical analysis software
- Managed and secured all intellectual property assets and provided effective communication with sales, accounting, and software departments facilitating revenue forecasting and identifying critical market standings
- Established strong relationships with key accounts, resulting in increased customer loyalty
- Collaborated with product development and sales teams to provide client-focused resolution for implementation, usage, and maintenance of software applications
Software Company (2001-2005)
Onsite Technical Consultant
- Managed a full suite of drilling and completions software applications in eight regions worldwide for a major independent oil and gas exploration company
- As a trusted advisor, maintained client-focused resolution for implementation, usage, maintenance of software applications and identified growth opportunities within the account
- Provided expert-level and front-line software application support while maintaining excellent individual customer satisfaction reviews and exceptional response and resolution times consistently achieving 100% customer satisfaction
- Conducted proactive and reactive site visits to clients, as necessary, in a professional and courteous manner
Skills
- Effective Communications
- Customer Relations
- Team Management
- Knowledge Centered Support (KCS)
- Problem Solving
- Negotiating
- CRM Tools
- Multiple Software Applications
Education
- Engineering and Applied Science, Regional University, Houston, TX
Certification completed: Networking Technologies Program - Bachelor of Science, Psychology, State University, Houston, TX
130 credit hours completed
