Mike Dunninger
- Role
- Support Engineering Manager at GitLab
- Location
- Kapaa, HI, US
- LinkedIn followers
- 500 followers
About Mike Dunninger
I\'m passionate about customer service. I believe that in a world in which everything is…
Experience
Support Engineering Manager
Jan 2020 — Present
As a Support Engineering Manager, I am responsible for making sure that GitLab customers and users receive an excellent support experience. Specifically, I- Grow and manage the team of Support Agents and Engineers by actively seeking and hiring globally distributed talent- Develop onboarding and training process for new hires- Step into the role of a Support Engineer when needed- Develop and implement data-driven tactics to deliver on the strategic goals for Support, as set out on the overall team\'s strategy page as well as outlined in the direction for Support- Develop and use analytics to measure and improve the Support team - Provide mentorship as needed to improve performance and enjoyment- Construct and monitor metrics to maintain customer and user SLA\'s - Coordinate via GitLab Issues with other teams to drive GitLab.com feature development.
Education
University of Wisconsin-Madison
M.S., Computer Science
1987 — 1989
University of Wisconsin-Madison
Master of Science - MS, Computer Science
1987 — 1989
University of Wisconsin-Madison
Master of Science - MS, Computer Science
Northwestern University
B.A., Computer Studies
1984 — 1987
Skills
- Program Management
- Javascript
- Software Project Management
- Logrhythm
- Software Development
- Clearquest
- Clearcase
- Business Intelligence
- Technical Support
- Computer Security
- Training
- Business Process
- Windows
- Leadership
- Unix
- C
- Software Configuration Management
- Software Engineering
- Information Security Management
- Customer Service
- Hp-UX
- Coaching
- Perl
- Sales
- Testing
- Management
- Enterprise Software
- Customer Satisfaction
- Product Development
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