Chris Charlton

About Chris Charlton

Determined, energetic and collaborative leader that strives to develop high-performing teams that excel at achieving goals and commitments. • Management skills include: hiring, termination, performance management, scheduling, training, and other administrative tasks. • Ability to handle multiple responsibilities, set priorities, communicates ideas to others and responds positively to demanding situations. • Skilled at collaborating with appropriate teams to identify problems and drive to root cause resolution. • Record of consistent achievement, dependable and trustworthy. • Experience with multiple Help Desk ticketing systems including, InfraEnterprise and Footprints. • Fifteen plus years of diversified IT experience that includes Customer Service, Technical Problem Solving and Management.

Experience

1. Director Of Product Support

   84.51˚

   Nov 2015 — Present · Cincinnati, KY

   Provide daily direction of Tier 2 Product Support team in support of 84.51° product offerings• Drive excellence in exceeding all established SLA’s, metrics, etc.• Collaborate with 84.51° Engineering team to define processes and standards for 84.51° -developed solutions• Identify operational BAU efficiencies for transition to offshore technology teams• Achieved 99% Incident SLA achievement since joining the team in 2015• Collaboration with Product Management team on legacy application deployments to minimize impact to the business• Focus on building synergies within TDO by implementation and facilitation of daily standup meeting to review current issues and proactive prevention of Sev 1 and 2 issues• Management of Product Support budget (training, travel, etc.)

Education

• Covington Catholic

  College Prep

  1989 — 1993