Luke Butterfield
Manager, Technical Support @NiCE
Signup · Get unlimited contacts
WORK HISTORY
Manager, Technical Support @NiCE
Manage day to day operations of Headquarter based Tier 2 Support Organization*Manage Tier 3 and Tier 4 Support Engineers both domestic as well as internationally*Restructure technical support model from horizontal tier based case management to vertical \"swarming\" model to improve CSAT and MTTR*Provide leadership and coaching to all domestic TSEs as well as team supervisors*Manage Enterprise and Partner support group and maintain partnership relationship*Press operations and deployment teams for resolution and performance enhancement plans to increase platform stability
EDUCATION
Stevens-Henager College-Murray
Bachelor's of Science, Business Administration
Broward College
Business Admin, Business and Criminal Justice
ABOUT LUKE BUTTERFIELD
Specialties: Channel Management/Sales- 8 years Product training - 6 years Network Engineer/Technical Support- 14 years Web Site Design - 2 years Spanish - expert - 25 years Public Speaking - 6 years Eligible for Gov’t Secret Clearance Army Commendation Medal Army Good Conduct Medal Army Certificate of Achievement
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.