Lawrence Technological University

Senior Technical Support Manager at Dynatrace

Guide the entire Customer Support Team to faster resolutions, continually evolving processes and policies to raise CSAT results, and driving down resolution times. Work closely with the senior members of the executive team to retain, train, and hire new members of the staff. Serves as a liaison between our Development team and product visionaries to build a better product and ensure QoS/QoD for our SaaS and on-prem platforms. Drives retention by interfacing directly with the Director of Account Management, Director of Development, and the Vice President of Customer Success to retain and capitalize on growth opportunities with existing customers and partners.

Qumu - An Enghouse Company

Director, Global Customer Support

Serve as liaison on various cross-team innovations and optimizations to provide quality of life for employees, ease of cross business unit interactions, and build relationships that help foster an environment of trust, growth, and happiness. Provide track-able, predictable, and reliable project tracking among the management staff. Lead a specialized team of professionals in a highly technological environment. Raise customer happiness by implementing new policies and procedures with a focus on fast resolutions, and satisfied customers. Plan and implement cost-saving and revenue-generating policies to foster growth, to deepen customer relationships, and to further strengthen our position in the industry.

Dynatrace

Senior Technical Support Manager

Lead a specialized team of professionals in a highly technological environment. Providing the tools and the opportunity to be absolutely successful in all aspects of their positions. Raise customer happiness by implementing new policies and procedures with a focus on fast resolutions, and satisfied customers. Plan and implement cost-saving and revenue-generating policies to foster growth and to deepen customer relationships.

Technical Support Manager

Technical Support Analyst II at Dynatrace's Application Performance Monitoring Business Unit. Diagnose and correct issues for customers utilizing Application monitoring software. Recreating customer issues using Java, C#, and C++. Providing support from initial troubleshooting to full resolution. Expanding knowledge of deep-transaction interactions between multiple communication layers of distributed transactions.

Software Technical Support Analyst II / Team Lead

Develop cutting-edge software utilizing CAN, USB, and other transport methods. 
Work as part of a global team providing updates, code revisions, and planning/strategy for future-proofing current software solutions.
Debug and develop software solutions for embedded processors.

MAHLE

Software Engineer

Technical Support Analyst at Dynatrace's Application Performance Management Business Unit. Diagnose and correct issues for customers utilizing Application monitoring software.

Dynatrace (Formerly Compuware)

Technical Support Analyst

Develop and test transport layer software and communication protocols for embedded systems utilizing SPI, CAN, and I2C.

Autient Control Systems INC.

Embedded Software Developer Intern

Embedded systems development in a laboratory environment. Theoretical and practical applications development utilizing C, C++, and C#.

Robotics Laboratory Assistant

Plan and implement LAN and WAN solutions for customers throughout Michigan. Responsibilities included:
*Implementation of cabling solutions for multi-node networks
*Fiber-optic cable terminations and testing
*Installation of Avaya phone systems

Chris A.