James Page
Technical Support and Operations Management
Manhattan Beach, CA
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Summary
Forward-thinking Sr. Manager of Customer Support and Technical Operations Lead with 4+ years of people management and 3+ years of operations management experience. Lead a North America Customer Support team of seven while managing various initiatives to improve data integrity and overall operational efficiency through digitization and automation. Tech-savvy and versatile, willing to put in the work to change career path for the right opportunity.
Experience
2018
Jan
-
2022
Apr
Sr. Manager, Customer Support Operations
Profitero / Boston, MA
● Managed North America customer support team of seven Customer Support Managers, Executives, and Associates while serving as client facing Support Manager on
key enterprise level accounts such as Clorox, Anheuser-Busch, Kraft Heinz, and Google.
● Motivated and developed each individual to achieve personal goals while monitoring performance to identify areas of improvement and training needs.
● Developed and adopted a global customer support training plan for new hires.
● Audited global support tools and procedures to identify areas of efficiency and built a plan to achieve full automation of support related duties.
● Applied Python skills to automate several time consuming support and implementation tasks, improving support SLA's from one to two months down to one week, and
new account implementations from six weeks to three weeks on average, leading to the best annual retention rate in company history.
● Implemented Zendesk alongside JIRA to create an automated process for inbound ticket assignment and to begin tracking key support related metrics.
● Served as Technical Operations Lead, presented suggestions for technical process improvements to optimize IT resources and increase data accuracy through
automation, implemented new tools and business processes, and collaborated with IT department staff to enhance network-based technologies.
● Cultivated long-term relationships with third party vendors by developing cost-effective methods to outsource web scraping of long tail retailer websites and data
classification leading to dramatic decrease in data outages and a 75% increase in data accuracy.
● Solved long standing auto-branding issues by purchasing and configuring API connection to reveal manufacturer of all products with a UPC code and adjusted existing
AI algorithm to narrow possible brands from infinite to only those brands owned by the manufacturer, improving auto-branding from 73% to 98% success rate.
● Served instrumental role in organizational transformation and participated in two successful large-scale corporate restructurings.
2015
Apr
-
2018
Jan
IT Systems Administrator
Surgi-Care Inc. / Waltham
● Managed internal Help Desk operations serving as the single point of contact for IT related questions and concerns for 250+ employees.
● Issued timely status updates to employees via email, phone, and in person using communication skills to hold technical conversations with non-technical
audiences while sharing next steps and advice moving forward.
● Purchased, configured, and monitored all corporate laptops, cell phones, tablets, printers and scanners for 250+ employees across 12 offices.
● Monitored WAN/LAN networks and devices to resolve network related technical problems quickly and proactively.
● Maintained file servers and application servers in accordance with HIPPA privacy laws.
● Assisted in Active Directory management, policy creation, updates to controls and permissions, and user account maintenance.
● Planned, installed, and maintained network and hardware infrastructure at all 12 offices across New England. Installed and configured network modems,
servers, switches, wiring, and all desktop computers, printers, and VoIP phones at each location.
● Responsible for the daily backup and security of all company data in preparation for critical system failure or crisis prevention.
● Created a comprehensive IT Security Awareness campaign to improve employee awareness and promote proper workplace habits.
2013
Jan
-
2015
Apr
Head Assistant Baseball Coach
Curry College / Milton, MA
2012
Mar
-
2013
Jan
eDiscovery Project Manager
Recommind Inc / Canton, MA
2010
Jul
-
2012
Mar
Computer Forensic Consultant, Professional Services
Guidance Software / New York, NY
Education
2006
-
2010
Curry College
Bachelor of Arts in Information Technology and Criminal Justice / Information Technology, Criminal Justice, Computers & Crime
Skills
