Michael Struening

About Michael Struening

As a dynamic and growth-focused technical and customer support leader, I have 15+ years of experience, consistently being promoted to roles of expanded scope and responsibility while leading and transforming teams, processes, and technology to deliver world-class support.Being an award-winning professional, I exceed customer expectations and drive technical innovation through decisive leadership and a passion for delivering unparalleled support experiences. I am known for developing and executing customer support strategies that drive automation and self-service solutions.I am an innovative and analytical thinker who collaborates across verticals to achieve business objectives. I strive to provide value as a company resource and have consistently achieved recognition, awards, and promotional opportunities.A few of my career highlights include: • Created a community post during the Log4j security vulnerability that received 50K+ views, reducing thousands of related incidents and demonstrating a proactive approach to problem-solving.• Redesigned error messages for the top 100 error codes, resulting in a 15% decrease in error-related calls.• Created a new product classification model, resulting in a 75% increase in efficiency in classifying products.• Launched support for Hyperscale Appliance, the company’s first major hardware offering and a $500K per unit product, by creating support and implementation processes and an onboarding system, resulting in sales of 100+ units and multiple promotions of team members to Tier 1 positions.• Reduced expenses by consolidating vendor groups from 4-5 to one, resulting in 20% cost savings.\"Your most unhappy customers are your greatest source of learning.\"- Bill Gates

Experience

1. Technical Services Manager

   MongoDB

   Sep 2023 — Present · NY, US

Education

• Seton Hall University

  Psychology

• UCNJ Union College of Union County, NJ

  Associate of Arts - AA, American/United States Studies/Civilization

  2004 — 2006