Technical Sustainment Manager
December 2012 — Present
As a Technical Sustainment Manager my primary responsibility is to provide direction to a team of Support Analyst and Developers by using strong leadership traits to direct and increase productivity. Manage the resolution of internal as well as external customer issues, identify problems and recommend improvements to technical support processes, oversee critical production events, target and manage trend analysis and metrics reporting. Perform administrative management of technical support and queue management. Hire, review, and coach team members to optimal performance, and an ability to troubleshoot problems, think critically, and come up with solutions to a wide array of technological service issues as they arise.