Dave Arsene

Technical Assistance Center (Tac) Manager @Mgt Formerly Ams.Net

Livermore, CA, US

Enhanced team workflow by implementing new ticketing software, leading to a significant 40% increase in issue resolution speed and overall efficiency Fostered strong partnerships with product teams to develop targeted solutions for recurring technical challenges, driving customer loyalty and retention Analyzed support data to identify trends, enabling proactive measures that reduced repeat issues and improved user satisfaction by measurable improvements Spearheaded the creation of a knowledge base, streamlining access to information and empowering customers to resolve common issues independently Cultivated a positive team culture through mentorship programs for 13 team members, promoting professional growth and enhancing overall team morale Implemented advanced ticketing software, achieving a noticeable increase in issue resolution speed and elevating customer satisfaction Streamlined procurement for state and federal funding including E-Rate Category 1 and 2 by implementing a competitive bidding framework, reducing cycle time by 25% and delivering 10%+ of a budget surplus Supported federal and state agency clients by delivering responsive, compliant solutions therein achieving a customer satisfaction rate of 98% and reducing response time by 30% Supported and optimized existing network and data center infrastructure while maintaining 99.9% uptime Managed end-to-end deployments of new racks, cabling, servers, switches, and virtualization platforms across all facilities Deployed new infrastructure (rack, stack, cable, and configure) in greenfield and refresh data centers, collaborating with vendors and cross-functional teams to complete all projects 20% ahead of schedule