Need Someone to Grow and Scale Your Technical Support Department?

As you know, having the right leadership in customer-facing roles is crucial for building lasting customer relationships and ensuring long-term satisfaction, all of which contribute to the overall success of the company. At Uplogix, our network management appliances weren't the cheapest on the market, yet we won deal after deal thanks to our unmatched technical services, which included technical support, professional services, and sales engineering. Customers recognized that they were not just buying a product from us, but a solution that came with consultative services.

I have over two decades of experience directing local and global technical support teams, developing custom CRM applications, and driving relationship-first service strategies. I believe this puts me in a unique position to provide both technical expertise and strategic vision. By prioritizing relationships, empathy, and a consultative mindset, I have delivered exceptional service experiences and driven sales growth.

The TL;DR is that I love solving problems, coaching others to do the same, and implementing the Golden Rule in all aspects of technical services. My personal tenets include:

• Treat the customer the way you would expect to be treated.
• Technical support is a dialogue, not a call and response.
• Respond quickly and accurately.
• Set reasonable expectations and meet them.
• Be a trusted advisor, not just break-fix.

When you hire me, you're gaining a well-rounded professional with experience in all aspects of technical services, from answering phones at 3:00 a.m. on New Year's Day to managing a global team of specialists providing 24/7/365 support. I've built processes and developed software to support them, allowing my team to focus on helping customers rather than remembering which form to fill out for an RMA. I also wrote and maintained customer-facing documentation and developed a web application to make it available online. These skills (and more) make me a valuable asset to any company looking to deliver best-in-class support, streamline operations, and elevate customer satisfaction. If you're looking for someone who can tackle complex challenges and bring both technical expertise and leadership to the table, I'm your guy.

Ready to Get Started?

I am eager to bring my skills and expertise to your company and help elevate your technical services to the best in the world. I’m ready to get started immediately—available as of yesterday! Please feel free to contact me via LinkedIn to arrange a conversation.