Chris Moore

Senior Manager, Global Technical Support @Alvaria CX

Oversee advanced support technicians and field engineers who diagnose, troubleshoot, and mitigate issues for computer-based telephony systems, software applications, and networks where standard corrective action has failed. Communicate eloquently with both our cross-functional teams and our key customer contacts ranging from power user to senior level executive. Select, develop, and evaluate personnel to achieve efficient operation with happy employees and satisfied customers. Motivate technicians with Knowledge Centered Solutions (KCS) to document and share information for internal reference and customer self-service. Organize swarms to collaborate with cross-functional teams for swift response. Document trends of high priority issues to avoid recurrence. Collect technical feedback for product and process enhancements. Remove interference to elevate team capacity for achievement. Ensure that engineers are informed about our latest revisions and upgrade processes. Track key performance indicators (KPIs). Set business objectives for areas of responsibility. Maintain budgets, personnel, and performance goals for our business unit. Pass background screenings for authorization to access secure customer facilities. Rotate coverage on call 24/7/365 including nights, weekends, and holidays. Travel domestically and internationally. Lead by example to inspire others to excel.• Supervised a team of up to 18 engineers to allocate workload across the globe.• Experienced supervision of both public cloud and unique premise deployments.• Ranked consistently among the best of our organization in performance reviews.• Received unique recognition from executive management for outstanding service.