GARY LEE
Fontana,CA
Summary
With a wealth of leadership experience, my focus is on driving positive change and supporting team members to reach their full potential. I've consistently led successful projects by prioritizing strategic planning, fostering teamwork, and optimizing performance through analysis and making data-driven decisions that drive organizational success. My strength lies in building strong relationships and communicating effectively to deliver results. Whether spearheading large-scale initiatives or mentoring individual team members, I am dedicated to fostering a culture of excellence, collaboration, and continual advancement.
Overview
24
24
years of professional experience
Work History
Operations Manager - Technical Support
Esri
05.2023 - Current
- Directly supervise core technology groups in a global technical support operation, including Online (SaaS), Enterprise, Enterprise Architecture, and Desktop Units
- Drive strategic initiatives via planned roadmaps to enhance customer support experiences and manage the majority of standard support volume and staff
- Foster career growth for analysts by creating alignment between technology areas and preparing staff for transitions into essential teams
- Partner with offshore centers to develop service delivery strategies and ensure success of a global support operation
- Develop plans and initiatives to align core technology groups with department and company goals
- Enhance core technology support strategy to exceed key performance indicators and ensure customer success
- Promote cross-functional learning and collaboration across teams and divisions
- Collaborate with Human Resources and Workforce Management teams on recruiting and succession planning strategies
- Create career development opportunities and skilling pathways within and across units or programs for analysts
- Foster a culture of collaboration while creating a diverse and inclusive team environment
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Unit Manager - Technical Support
ESRI
01.2019 - 04.2023
- Responsible for overseeing the performance and strategic operations of a cross-functional unit across bi-coastal offices
- This included setting targets, monitoring unit performance, and ensuring the attainment of departmental goals
- Collaborated closely with key internal stakeholders, such as Unit Managers, Product Supportability, Strategic Customer Services, and Human Resources, to ensure seamless operations
- Proactively managed call volume patterns, scheduled coverage, and facilitated analyst training for new software releases
- Additionally, I played a pivotal role in driving unit results through Core Value messaging, directly supervising unit employees, and overseeing performance management, career growth, and succession planning
- Instrumental in creating a strategic roadmap for the unit, exploring opportunities to address customer concerns, and developing effective recruiting strategies in collaboration with HR Business Partners.
Group Leader - Technical Support
ESRI
01.2016 - 01.2019
- Supervise the day-to-day activities of the Support Services analyst staff
- Track, evaluate, and guide analyst performance based on KPIs
- Coach and mentor analysts, technically and professionally
- Monitor the quality and quantity of support including coordinating staff scheduling, ensuring analysts know and follow organizational policies, providing coaching and performance evaluations, and establishing a collaborative environment
- Supervise the overall unit incident queue including escalations
- Manage the onboarding and offboarding processes for staff
- Participate in the recruiting process for new analysts
- Write and deliver biannual performance reviews.
Implementation Support Analyst
ESRI
01.2016 - 01.2017
- Premium support analyst providing high-quality technical support and customer service to end-users through effective communication (via phone, e-mail, and chat) and efficient troubleshooting
- Supported Enterprise level implementations.
Systems Engineer II
HARRIS QUADRAMED
01.2011 - 01.2016
- Second-tier support position
- Delivered customer service while repairing both client and internal implementations for issues related to hardware and operation systems
- Provided remote access and database management/support
- Support, escalate to, and engage with Sr
- Developers and Sales Engineers.
- Multi-Platform hardware and Operating System support including Windows, Unix, and Linux systems
- Remote Hardware Administration for a 920-bed Teaching Hospital in the United Kingdom.
- Guaranteed operational readiness of new technology released into production.
- Provided technical support to users with different levels of IT proficiency.
- Documented network problems and resolutions for future reference.
- Operating System support for Windows, AIX, Linux, and Solaris.
- Database support and management Cache' by InterSystems, Oracle.
Jr. Technician
STATER BROS. MARKETS
01.2009 - 01.2011
Technician III
GEEK SQUAD
01.2007 - 01.2009
Order Puller
HOME DEPOT
01.2006 - 01.2007
Armored Service Technician
LOOMIS, FARGO & CO.
01.2005 - 01.2006
Team Leader
UNITED STATES ARMY
01.2000 - 01.2005
Education
Bachelor of Science - Computer Network Management
Westwood College
01.2009
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operational Efficiency
- Staff Management
- Project Management
- Operations Oversight
- Policies and procedures implementation
- Customer Relationship Management
- Goal Setting
- Strategic Planning
Timeline
Operations Manager - Technical Support
Esri
05.2023 - Current
Unit Manager - Technical Support
ESRI
01.2019 - 04.2023
Group Leader - Technical Support
ESRI
01.2016 - 01.2019
Implementation Support Analyst
ESRI
01.2016 - 01.2017
Systems Engineer II
HARRIS QUADRAMED
01.2011 - 01.2016
Jr. Technician
STATER BROS. MARKETS
01.2009 - 01.2011
Technician III
GEEK SQUAD
01.2007 - 01.2009
Order Puller
HOME DEPOT
01.2006 - 01.2007
Armored Service Technician
LOOMIS, FARGO & CO.
01.2005 - 01.2006
Team Leader
UNITED STATES ARMY
01.2000 - 01.2005
Bachelor of Science - Computer Network Management
Westwood College
Similar Profiles
Aaron ZureickAaron Zureick
Global Training Program Manager at EsriGlobal Training Program Manager at Esri
Zachary EtemZachary Etem
GIS Analyst Group Lead at EsriGIS Analyst Group Lead at Esri
Junru ChenJunru Chen
Product Engineer II at EsriProduct Engineer II at Esri