Accomplished Technical Support Department Head with over 25 years of experience in building and leading high-performing support teams. Proven track record in developing multi-tier support systems, driving customer satisfaction, and transforming support departments into profit centers. Expertise in creating self-service portals, reducing ticket volumes, and maintaining exceptional customer service standards. Experienced in managing large, globally distributed teams, handling escalations, and implementing innovative diagnostic methods. Holds a Bachelor of Science in Biomedical Physics and multiple certifications in Data Science, Python web development, and Cybersecurity. Proficient in Salesforce, Webex, ServiceNow, AWS, Google Cloud, and various other platforms and applications. Consistently achieves high CSAT scores and reduces customer churn through strategic leadership and technical excellence.More...