Ray Buck
Orangeville,Canada
Summary
Dynamic Director of Technical Support with expertise in SaaS and cloud management, driving operational excellence in customer support. Proven ability to resolve complex technical issues swiftly while implementing systems that enhance collaboration and streamline processes. Committed to fostering customer satisfaction through effective team leadership and strategic process enhancements.
Overview
14
14
years of professional experience
Work History
DIRECTOR OF TECHNICAL SUPPORT
Blueprint Software
Toronto, Canada
03.2010 - 03.2024
- Led distributed global support team to enhance service delivery and customer engagement
- Implemented strategies that elevated customer experience and satisfaction metrics
- Resolved escalated technical issues from customers within SLA requirements improving Customer Satisfaction scores.
- Developed and implemented technical support processes that improved operational efficiency.
- Collaborated with other departments to ensure seamless integration between systems, processes, and services.
- Developed and managed customer community and ticketing system to streamline support interactions
- Managed Product Upgrades in on premise and Cloud environments
- Provided tier 3 support for customers
Education
Electronic Engineering Technician -
Devry Institute of Technology
Toronto, ON07-1994
Skills
- SaaS expertise
- Cloud environment management
- Salesforce administration
- Technical troubleshooting
- Remote support services
- Escalation management
- Support process enhancement
- Technical proficiency in MS SQL
- MS IIS management
- REST API integration
- Postman usage
- Apache server management
- Version control systems
- AWS cloud services
- Agile project management
- CRM administration
- Customer feedback analysis
- Cross-functional leadership
- Team development
- Technical coaching
- Customer communication
Websites
References
References available upon request
Timeline
DIRECTOR OF TECHNICAL SUPPORT
Blueprint Software
03.2010 - 03.2024
Electronic Engineering Technician -
Devry Institute of Technology