Chris Clarkston
Eugene
Summary
Strategic senior technical support manager with a proven track record of leading multiple technical teams towards operational excellence. Known for driving efficiency and effectiveness through the development, delivery, and support of strategic plans. Skilled in translating complex technical requirements into practical business solutions, resulting in successful outcomes. Adept at fostering positive relationships with both internal and external stakeholders over a 16-year career.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Technical Support Manager
Computer Services, Inc.
05.2023 - Current
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Mentored senior leadership, including Support, Product Management, Implementation, fostering a culture of collaboration and learning within the team.
- Tracked KPIs and created continuous improvement plans.
- Collaborated with cross-functional teams to identify and resolve systemic product issues.
- Implemented effective performance metrics, driving continuous improvement in the support and implementation team''s performance.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for staff members.
Technical Support Manager - Business Services Division
Computer Services Inc
04.2013 - 05.2023
- Strategic planning, oversight and improvement of processes, policies, and procedures
- Hire and develop a team of highly technical employees, overseeing daily and after-hour operations for various products and software suites
- Develop various data analytics to evaluate, measure, and enhance software stability, along with employee performance and progression
- Develop training videos and manuals for both clients and staffing (internal and company-wide) in order to enhance software understanding and customer service/technical support proficiency
- Collaborate with various product stakeholders to successfully direct and complete various internal software initiatives
- Exceed departmental expectations, including service handling time and employee efficiency
- Analyzed support trends to identify opportunities for product enhancements or additional training resources.
Technical Support Assistant Manager - Business Services Division
Computer Services Inc
02.2011 - 04.2013
- Point of escalation for technical support specialists regarding software implementation, troubleshooting, and client questions
- Fintech/Enterprise Banking Software Solutions
Technical Support Specialist - Business Services Division
Computer Services Inc
03.2009 - 02.2011
- Remote client assistance, utilizing Cisco WebEx to troubleshoot, diagnose, and resolve software and system issues
- Implementation, client training, and technical support of various client products and software
- Remain up to date on technologies and solutions integrating with software (SQL, MS Services, Active Directory, Print Devices, etc.)
- Fintech/Enterprise Banking Software Solutions
Customer Service Representative
Embarq/CenturyLink
12.2007 - 03.2009
- Managed a high volume of inbound customer calls, conducting internal research to address and resolve account inquiries, updates, and issues and ensure customer satisfaction
- Mentor for employee development of departmental procedures
- Client acquisition and retention
- Exceeded service and quality standards
- Broadband Communications
Education
Bachelor of Science - Management Information Systems with Minor in Business
Columbia College
Jefferson City, MO01.2018
Skills
- Team/Leadership Development
- Project leadership and Delivery
- Goal setting
- Strategic Planning
- SQL
- Quality control guidelines
- CRM
- Effective Communication
- Process Improvement
- Conflict Resolution
- Self-Directed/Self-Starter
- Operations oversight
- Disaster Recovery
- Teamwork and collaboration
- Attention to detail
- Organizational skills
- Business process improvement
- Analytical thinking
Certification
- Franklin Covey: 7 Habits of Highly Effective Managers
- Franklin Covey: 7 Habits of Highly Effective People
- The E5 Method: A Leader's Guide to Building a Winning Team
- Predictive Index
- Bryan Caison: Conflict Resolution
- Bob Farrell: Give 'Em the Pickle: Customer Service Essentials
Timeline
Senior Technical Support Manager
Computer Services, Inc.
05.2023 - Current
Technical Support Manager - Business Services Division
Computer Services Inc
04.2013 - 05.2023
Technical Support Assistant Manager - Business Services Division
Computer Services Inc
02.2011 - 04.2013
Technical Support Specialist - Business Services Division
Computer Services Inc
03.2009 - 02.2011
Customer Service Representative
Embarq/CenturyLink
12.2007 - 03.2009
Bachelor of Science - Management Information Systems with Minor in Business
Columbia College
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