Dustin Carroll
- Role
- Technical Support Manager at Evident
- Location
- Philadelphia, PA, US
- LinkedIn followers
- 500 followers
About Dustin Carroll
Dedicated Leader with strong experience managing global, cross-functional teams. Results…
Experience
Technical Support Manager
Jan 2023 — Present
Increased Customer Satisfaction 10+ points in less than 1 year • Revamped the escalation, prioritization and triage processes, working closely with the Product Managers to ensure the right items get resolved at the right time • Established the framework to track SLA and CSAT statistics, with a focus on root cause analysis and resolution of the key drivers of unsatisfactory experiences (reporting directly to VP level) • Manages Zendesk Macros, Triggers and workflows; is well versed in using Zendesk Explore to create custom reports and dashboards • Works directly with Customers and Customer Success Managers to ensure Support can address high level concerns in a strategic manner • Works with Jira, SQL, MongoDB, Linux servers, JSON, and Postman (REST APIs) • Creates/adjusts Python scripts to automate manual processes in a shared Github repository; contributes to the library of shared functions
Education
University of New Hampshire
B.S., International Business and Economics
Skills
- Customer Satisfaction
- Linux
- Bash Scripting
- Visio
- Tcp/Ip
- Switches
- Jira
- Netsuite
- Lan Switching
- Active Directory
- Microsoft Sql Server
- Vmware Vsphere
- Ethernet
- Ixia
- Mysql
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