ViVOtech Inc.Service Support Manager
Feb. 2005 - Jun. 2008Santa Clara, California, United States-Managed 24/7 worldwide service support --- including Technical and Product Support (Tier I & II), Field Service (domestic and international), Technical Training and documentation, Account Management, Project Management, Professional Services, SLAs and after-hours support. -Managed and administered Salesforce CRM database and JIRA bug reporting for escalation to Engineering and metrics analysis and reporting to executive level.
-Supported ViVOtech's line of RFID reader products and NFC-enabled cell-phone software and projects, multi-tiered loyalty and coupon platforms and corporate/campus-wide contactless-payment systems.
-Installed and supported ViVOtech OTA provisioning servers for NFC projects around the world for critical, first-of-kind NFC payment and ticketing projects.
-Required to set up and manage logistics and operations in remote global locations, utilizing temporary facilities and personnel.
-Successfully managed deployment and ongoing support of first US trial of NFC mobile payments at Philips Arena, Atlanta in 2005.
-Provided regular progress and metrics reports to executive staff, and participated in department budget planning.
-Led the growth of a successful team of full-time and contract support engineers, providing mentoring and career-advancement opportunities for them while taking on high-visibility support of several successful NFC-payment trials partnering with key Fortune 500 companies.
-Represented the Support organization in numerous cross-functional teams for product improvement, life-cycle maintenance and quality initiatives.