Benjamin Harjo

Resume

Linkedin Profile: https://www.linkedin.com/in/bharjo/

QUALIFICATIONS SUMMARY
Technical Support Professional with over 17 years of experience in software Technical Support Management, Escalations, Customer Service, Fulfillment Services, and World-Class call-center operations within the Financial, Insurance, Manufacturing, Application and Database management software industry.

  • Successfully staffed world class support teams that provide 24×7 technical support for enterprise software.
  • Expertise in resolving escalated customer service issues by identifying customer needs and presenting appropriate services and/or resolutions.
  • Demonstrated ability to gain customer trust and provide exceptional service, leading to increased customer satisfaction.

PROFESSIONAL EXPERIENCE

PROS – Houston, TX  06/2015 to 12/2016
Senior Manager, Product Support

Responsible for managing 24x7x365 technical staff including offshore contractors. Supported on premise and cloud customers with product related issues and coordinate with internal teams to ensure satisfaction with support and services.

  • Manage and directs the activities of customer support staff(on-shore/off-shoree
  • Ensures subordinates receive adequate training to perform duties and responsibilities effectively
  • Responsible for hiring, training, rewarding and disciplining subordinates
  • Establish, track and report SLAs for incident and problem resolution
  • Responds to escalated customer issues and resolves in a timely manner
  • Communicates critical customer issues, metrics and known issues to senior management in a timely manner
  • Manage application specific production support processes
  • Develop support skills to minimize dependency on development resources
  • Provide leadership and communication in critical issue resolution
  • Work closely with Infrastructure teams including Network, Database and Storage
  • Works with development to ensure that fixes are delivered to clients on schedule and adhere as closely as possible to the current service level standard.

Kofax – Irvine, CA 03/2014 to 06/2015
Manager, Technical Support

Responsible for managing multi-level, complex relationships between employees, partners, and customers, as well as maintaining a high level of technical and industry knowledge. Acts as an escalation point for customers or partners to the technical staff and other corporate resources especially Product Development and Consulting Services.

  • Schedule and manage resources to deliver responsive customer service.
  • Implement issue handling processes, procedures and best practices, resulting world-class response, resolution, and closure times.
  • Implement metrics for team performance, including case management, workload, and customer satisfaction.
  • Works toward objectives established by upper levels of management.
  • Responds to customer service inquiries regarding company products, features and/or services.
  • Elevates Critical On Demand requests for Development Resources to Executive Management adhering to documented protocol.
  • Tracks and updates Critical On Demand requests as documented.
  • Provides multiple levels of escalated support based on the complexity of the technical issue.Manage recruiting process from identification through hiring.
  • Continually train staff to support the business, including new product releases and staff development.
  • Schedule and conduct conference calls with customers.

Tone Software – Anaheim, CA 06/2013 to 3/2014
Manager, Technical Support

Served as the Technical Support Manager for global clients providing 24×7 support. Manages a team of 4 employees in daily support operations for Unified Communications monitoring tools. Works closely with Product Management and R&D to ensure customer satisfaction with product quality.

  • Manages Daily Operations of Technical Support.
  • Created Customer Outreach program.
  • Created a Customer care report for internal departments giving visibility to high profile customers.
  • Works with Manage Service Providers to ensure they meet their SLA’s for their clients.
  • Presents Department activities and goals to executive staff quarterly.

DreamHost – Brea, CA 05/2012 to 04/2013
Manager, Support QA/Satisfaction

Served as a Support Quality Assurance/Satisfaction Manager within a 70+ person global 24×7 technical
support center. Provided guidance to the Technical Support Management in the areas of coaching,
identifying process deficiencies with in the business.

  • Implemented a Customer Satisfaction Survey process to gather feedback and suggestions from
    our customers.
  • Created and implemented Quality Performance Program that utilized Customer Satisfaction
    feedback and Key Performance indicators. Implemented a review process to ensure quality of
    communication going to our customers is aligned with DreamHost’s Customer Service Training.
  • Identified and implemented customer communication procedures for our server failovers which
    lead to a reduction of related support cases by 75%.
  • Created on-boarding program for new Technical Support Representatives to help them transition
    and become productive members of the Technical Support Team.

Thunderhead, Inc. – Irvine, CA 04/2010 to 05/2012
Support Manager, North America

Served as a Technical Support Manager for a global software company with major Support Centers in the
United States, United Kingdom and Australia.
Demonstrated leadership and organizational skills with the ability to motivate and develop a team of
professionals capable of achieving aggressive business goals and objectives. Provides employees with
tools to maintain and increase customer satisfaction to both internal and external customers. Worked
with internal and external customers with installation, configuration, and troubleshooting of Thunderhead
NOW software. Gather, analyze, and report daily/weekly/monthly business metrics.

  • Reduced case escalation to development by 50% within the first 6 months
  • Closely works with all departments (Sales, Product Management, Engineering and Accounting) to
    ensure customer timely resolution to their specific technical or non-technical issues or inquiries.
  • Attend User groups to meet with high profile customers to ensure complete satisfaction with their
    software implementation and support experience.
  • Achieved 100 percent customer support renewals for 2010 and 2011

Rockwell Automation – Mission Viejo, CA 09/2008 to 04/2010
Technical Support Engineer, Level 4 (Sept 2008 to April 2010)

Served as a Technical Support Engineer Level 4 supporting Enterprise Manufacturing Intelligence (EMI)
Software. Works with internal and external customers with installation, configuration, and troubleshooting
of Incuity/VantagePoint EMI Web based tools. Ensured support case information was updated, organized,
accurate and easy to follow while maintaining customer satisfaction. Act as a liaison between
Development and Distributors and OEM customers for escalated issues. Documented product defects for
Development and Product management to track.

  • Install and troubleshoot web based portal on Windows 2003 Server with SQL Server 2005
    database.
  • Configure and resolve Internet browser security settings and database connectivity issues
  • Works directly with Development on Severity 1 issues that severely impacts customers business.
  • Configure and Identify IIS issues related to VantagePoint Web Portal.
  • Identify network related issues with domains and user security. (TCP/IP)
  • Setup and Maintain VMWare images for test environment.
  • Use remote access software (WebEx) to quickly identify and resolve product issues.
  • Create and update Knowledge Base articles to be displayed on support site for customers to
    search.

Quest Software, Inc. – Aliso Viejo, CA 1996 to 09/2008
Technical Support Manager

Served as a Technical Support Manager for a global software company with major Support Centers in the
United States, United Kingdom and Singapore.
Managed a team of 15 employees in daily support operations for a suite of Database and Application
Management tools. Works closely with Product Management and R&D to ensure customer satisfaction
with product quality.

  • Instrumental in improving customer self-service through Knowledge Centered Support (KCS).
    Decreased support case creation by 8% first six months.
  • Closely worked with all departments (Sales, Licensing, Product Management, Engineering and
    Accounting) to ensure customer timely resolution to their specific technical or non-technical
    issues or inquiries.
  • Successfully coached and mentored new Technical Support Managers and Escalation Managers.
  • Coached and mentored new Technical Support Engineers on Case Management, company
    guidelines and policies.
  • Lead and participate in working with other Quest departments to provide proactive, responsive,
    and timely solutions to customer and product issues.

EDUCATION AND TRAINING
DeVry University – (In Progress)
Health Information Technology, AS

Certified Support Manager (CSM) – San Diego, CA (2006)
Support Center Practices (SCP) Certification course focuses on the most common management
elements that occur in the technical support center including, managing customer satisfaction,
operations and team performance management, and facilitating a team while managing a dynamic
service product.

Supervisor Series (Part 1 & 2) – Irvine, CA (2000)

  • Building Your Leadership Skills
  • Assessing Your Strengths And Personality
    Style
  • Communication Skills For Supervisors
  • Training Employees On The Job
  • Interviewing And Employee Selection
  • Resolving On-The-Job Conflicts
  • Understanding Employee Needs
  • Improving Employee Performance
  • Creating Teamwork And Unity
  • Managing Change For Improved Results
    Delegating For Results
  • Advancing From Supervision

SkillPath – Irvine, CA (2001 – 2004)

  • Conflict Resolution and Confrontation
    Management
  • Fundamentals of Personal Law for
    Managers and Supervisors
  • Coaching and Teambuilding Skills for
    Manager and Supervisors