Paul Crowder
Manager @ ServiceNow | Technical Support
- Role
- Manager, Technical Support Management at ServiceNow
- Location
- San Diego, CA, US
- LinkedIn followers
- 500 followers
About Paul Crowder
With a rich professional background spanning 17 years in the dynamic realms of IT and HR,…
Experience
Manager, Technical Support Management
Apr 2024 — Present · San Diego, CA, US
Expertise: Proficient in managing critical Technical Support Metrics including CSAT, Time to Resolution (TTR), and backlogs. Adept in leading efforts to hire and develop high-performing technical teams. Leadership: Experience in overseeing change management specifically tailored to enhance customer support. Committed to leading by example, fostering a culture of teamwork and collaboration across the organization. Customer Relations: Skilled in managing customer escalations by coordinating with support, development, and operations teams to ensure swift resolutions. Proactive in driving incident management from detection to resolution, continuously improving customer experiences. Communications & Operations: Effective in representing ServiceNow’s platforms, products, and services to customers. Manage major operational outages, ensuring clear and timely communications to customers. Continuous Improvement: Engage in evaluating current processes, technology, and organizational skills to identify improvement areas and advancement opportunities. Availability: Participate in weekend and holiday on-call rotations as required. Vision & Values: Aligned with the company’s vision, mission, and values, striving to achieve excellence in all aspects of technical support management.
Education
San Diego State University
Information Technology
Skills
- Integration
- Personnel Management
- Tcp/Ip
- Product Marketing
- Troubleshooting
- Strategic Partnerships
- Information Technology
- Program Management
- Mobile Technology
- Mobile Devices
- Mobile Communications
- Lte
- Cloud Computing
- Wireless
- Telecommunications
- Team Management
- Ip
- Cross-Functional Team Leadership
- Vendor Management
- Gsm
- Mobile Applications
- Product Management
- Customer Support
- Technical Support
- Cdma
- Go-to-Market Strategy
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