Aydin Hami

About Aydin Hami

As a Technical Support Manager, I have built and managed a team of technical support Engineer professionals who provide assistance and solutions to Enterprise customers or clients facing technical issues with products or services. My role involves overseeing the support operations, ensuring the team delivers high-quality service, and continuously improving support processes to enhance customer satisfaction.Training and Development: Provided comprehensive training to my support team, ensuring they possess the necessary technical skills and product knowledge to effectively troubleshoot and resolve customer issues.Customer Communication: Established clear and efficient channels of communication with customers, allowing for quick and accurate issue identification and resolution. This could involve phone, email, chat support, or even self-service knowledge bases.Ticketing System: To track and manage customer issues, enabling to monitor response times, prioritize critical issues, and maintain a record of customer interactions.Escalation Procedures: Designing escalation procedures for complex or unresolved issues to ensure that customers\' problems receive prompt attention from higher-level support personnel or other relevant departments.Data Analysis and Reporting: Utilizing data analytics to identify trends and patterns in customer issues, helping to identify common problems and potential areas for improvement.Customer Feedback and Satisfaction: Regularly collecting customer feedback to gauge their satisfaction levels with the support service and using that feedback to make informed decisions about necessary improvements.Collaboration with other departments: Facilitating communication and collaboration between the support team and other departments like product development, sales, or marketing to ensure customer needs are understood and addressed.Knowledge Base Creation: Establishing and maintaining a knowledge base that contains articles and guides to help customers troubleshoot common issues independently.Performance Monitoring and Recognition: Tracking the performance of support team members, providing constructive feedback, and recognizing outstanding contributions to motivate and improve team morale.Managing SLAs (Service Level Agreements): Ensuring that the support team meets or exceeds the agreed-upon SLAs, which may include response times, resolution times, and overall customer satisfaction targetsContinuous Improvement: Constantly reviewing and refining support processes and workflows to increase efficiency and effectiveness.

Experience

1. Technical Support Manager-americas

   Blancco Technology Group

   Dec 2018 — Present · Orange County, CA, US

   Manage a support team to provide first-class Enterprise support to Blancco Customers.• Develop and grow a new support process to meet the customer requirement.• Set clear objectives, evaluate progress and instill a high-performance culture with a focus on teamwork, service excellence, and ownership for resolving customer issues• Set-up, manage and improve standards and procedures within the team • Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate• Manage the team and individual performance, technical and skills development • Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together• Cascade business objectives and targets to the team • Review daily priorities and take appropriate action to ensure results are achieved • Remain aware of new product developments in the area of network technology providing input and tactical direction to the business on customer service and support challenges• Liaison with the internal functions including sales, product management, engineering, network operations, provisioning, and other service functions• Ensure high quality, up-to-date documentation exists for all service arrangements• Ensure test labs are maintained to agreed standards and all relevant testing is documented• Provide input into the company service strategy.

Education

• Silliman University

  Bachelor of Sciences, Information Technology

  2005 — 2010

• Chamran High School

  High School Diploma, Mathematical Science

  1993 — 1996

• Silliman University-Dumaguete City Philippines, March 2010

  Bachelor of Science;, information Technology; Accounting; Pre; Mathematical Science, Dehkhoda Pre

  2005 — 2010

• Chamran Hight School

  Hight School Diploma, Mathematical Science

  1993 — 2006

• Dehkhoda Pre-University

  Pre-University Diploma, Mathematical Science

  1999 — 2000

Skills

• Operating Systems
• Analysis
• Research
• Powerpoint
• Microsoft Excel
• Networking
• Cloud Computing
• Access
• Computer Hardware
• Security
• Leadership
• Visio
• Linux
• Training
• Windows
• Troubleshooting
• Program Management
• Management
• Databases
• Project Management
• Windows 7
• Hardware
• Technical Support
• Microsoft Office
• Sales
• Customer Service
• Microsoft Word
• Team Leadership
• Strategic Planning