Timothy Forehand: in Auburn, WA

(RIF) • Direct a global staff of 23 to support three products, two SaaS products, one onsite and hosted product. Support teams located in US, Canada, France, Australia, and England, (outsource vendors in India and Washington). • Post merger, migrated three different product support teams from three different ticketing systems to one unified system (Oracle Cloud Service). Established and monitored all department metrics. • Launched community (social) site for Daptiv product support, reinforced with a variety of support outreach programs designed to enhance customer loyalty.

CAREER

ADVANCEMENT) • Lead a team of 14 Support Engineers to reach and maintain 99.998% monthly uptime for service applications used in all T-Mobile retail stores, including scheduled monthly code deployments and emergency hotfix code deployments. NATIONAL SUPPORT MANAGER, TELREX, KIRKLAND WA - AUG. 2007 - JAN. 2008 (RIF) • Redefine support processes and procedures to ensure consistency in support delivery from both US and offshore (India) support teams. Set measurable goals for customer satisfaction, agent performance, and team goals.

(CAREER ADVANCEMENT) • Prepare support team for first major release in three years. Included defining support processes and forecasting resources needs. The support team consisted of US and offshore Engineers. Migrated ticketing system from Siebel 2000 to SFDC. Established new online support offerings.

(CAREER ADVANCEMENT) • Responsible for overall effectiveness of the company's service delivery efforts, including managing an offshore (Ireland) service team. Also serving as Acct Manager for a major wireless service provider.

(CONSULTANT) • Responsible for moving service and sales account data from a manual paper processes to a computerized automated system. Other responsibilities include training Supervisors on service management fundamentals.

(RIF) • Responsible for overall success/profitability of service operations. • Developed process for profiling new customer contracts and determining a proper cost structure to meet established margins.

(RIF) • Responsible for managing a group of 10 - 15 Support Engineers. Developed departmental reports and processes, support operations, create annual support plan.

(CAREER ADVANCEMENT) • Managed service organization of 225 supporting various Microsoft products. Including workforce management, incentive plans, and career paths. Planning and launch of new contract. • Responsible for service deliver. This includes exceeding service quality, schedule adherence, and other SLA's to meet client requirements.

(CAREER ADVANCEMENT) • Full P&L responsibility for service and support department that grew from 70 to 140 employees within a five month period. Forehand Home • Responsible for overall department expenses including new equipment costs, establishing salary grades, evaluating and managing outsourced service providers. Also, developed recreation/incentive, and training programs.

(RELOCATION) • Supervised support staff of 25 - 50 Technical Support Representatives. Worked in all phase of support operations from direct customer support, training, and implementing company wide quality assurance program.

(END OF ENLISTMENT) • Responsible for maintaining pay accounts for up to 120 service members. Including balancing earnings statements, performing manual cash counts, and providing customer service.