SCOTT SOROKOSKI
Calgary
Summary
Results-oriented systems analyst/team lead with diversified experience in high-pressure, time sensitive projects. Acknowledged for building loyal team relationships, mentoring, organization and planning. Vast experience in customer service interactions and as a liaison between various customer and internal organizational levels.
Overview
27
27
years of professional experience
Work History
Senior Technical Support Manager
Black Duck/Synopsys
01.2017 - Current
- Main point of contact for a worldwide software security support team and responsible for end-to-end management of all Support escalations to R&D and PM for Strategic customers.
- Directed a team of 20+ specialists in resolving 95% of technical support tickets within 24 hours, utilizing advanced troubleshooting techniques and customer feedback analysis to enhance service satisfaction scores by 30%.
- Spearheaded the development of an AI-driven tools, improving initial response times and achieving a first-contact resolution rate increase by leveraging machine learning algorithms and customer interaction data analysis.
- Managed the implementation of a comprehensive knowledge base system (KCS) that empowered the technical support team, reducing ticket resolution time by and increasing customer self-service rates through enhanced troubleshooting resources (Coveo) and documented insights.
- Manage and drive new acquisition integration into the existing product portfolio and support organization.
- Salesforce.com - create dashboards, reports, and metrics.
- Work with Product Managers to identify and drive Supportability requests for product improvements.
- Establish SLA processes with R&D – continuously monitor, track adherence to, and improve processes with R&D and drive Hotfix deliverables and ensure releases availability to customers.
- Manage the day-to-day activities of Technical Support Engineers worldwide including identifying areas for on-going technical and non-technical training, onboarding, mentoring, team moral, HR issues, resource coverage.
Application Support Team Lead
Hexagon Geospatial LTD
01.2010 - 01.2017
- Managed a software support team and organized the day-to-day operations of the geospatial software department including contract information, customer service interactions, and career development planning.
- Organized world-wide co-ordination of maintenance services across time zones to provide follow the sun support.
- Developed positive productive team of employees across North America.
- Worked closely with the Sales and Contracts groups as a liaison for future sales and ongoing maintenance services.
- Managed the career development and training of employees to fit both the needs of the company but also facilitate staff to excel in their roles.
- Developed business workflows and standard reporting processes, which are still used across the operational regions to improve efficiencies in development, software fixes, crisis escalations and reduced travel costs.
Senior Software Support Analyst
Intergraph Canada Ltd.
01.2004 - 01.2010
- Thrived as the primary contact for the development and support of geospatial desktop products.
- Worked with both the customer and sales teams and was their liaison to our development teams.
- Developed collaborative workflows with a team of managers/supervisors for service request operations, escalations, and development.
- Travelled to critical customer sites to provide assistance to sales teams in regards to future sales and technical support and development for maintenance customers.
- Co-ordinated the scheduling and training with the team of support analysts.
Software Support Analyst
Intergraph Canada Ltd.
01.1999 - 01.2004
- Delivered desktop support, software development and customization across North America for many unique software applications that were developed by the company.
- In-Depth knowledge of the various operating systems from customizing servers to cloning desktop environments.
- Provided proven problem solving skills with the ability to think out of the box to provide timely solutions to end-users.
- Developed procedures for call handling workflows used by other analysts across the company.
Education
KCS v6 Certification -
KCS in Action.
San Francisco, CAExecOnline Launch in Leadership -
ExecOnline.
Calgary, ABHigh Performer Leadership -
Synopsys Inc.
San Francisco, CAManagement Moments -
Transcend Management Advisors Inc.
Calgary, ABComputer Information Technology -
Southern Alberta Institute of Technology
Calgary, ABOther Training And Courses
- Team Leadership
- Time Management
Accomplishments
- Served as President and Vice President for the Millrise Community association
- On the Board of Directors for the C.W.S.A and also the Trico Centre for Family Wellness
- Ran as a candidate for the Ward 13 City counsellor
- Active coach for teams in both Minor and Adult Soccer
Education And Technical Experience
- KCS v6 Certification, KCS in Action., San Francisco, CA
- ExecOnline Launch in Leadership, ExecOnline., Calgary, AB
- High Performer Leadership, Synopsys Inc., San Francisco, CA
- Management Moments, Transcend Management Advisors Inc., Calgary, AB
- Computer Information Technology, Southern Alberta Institute of Technology, Calgary, AB
Selected Highlights
- Introduced and implemented a crisis escalation strategy for software solutions that resulted in cost savings, customer retention, and increased customer service.
- Developed processes, procedures and employee training for a software security organization that spanned Worldwide that provided global support.
- Known for establishing long term loyalties, building productive collaborative relationships with positive rapport.
- Coached new hires into high performing team members for multiple disciplines.
- Strong commitment to internal business groups which included being chair and winning the Quantum Leap award for the United Way campaign, director of the social committee, coaching in the Calgary Corporate Challenge, and lead on various Health and Wellness programs.
Timeline
Senior Technical Support Manager
Black Duck/Synopsys
01.2017 - Current
Application Support Team Lead
Hexagon Geospatial LTD
01.2010 - 01.2017
Senior Software Support Analyst
Intergraph Canada Ltd.
01.2004 - 01.2010
Software Support Analyst
Intergraph Canada Ltd.
01.1999 - 01.2004
KCS v6 Certification -
KCS in Action.
ExecOnline Launch in Leadership -
ExecOnline.
High Performer Leadership -
Synopsys Inc.
Management Moments -
Transcend Management Advisors Inc.
Computer Information Technology -
Southern Alberta Institute of Technology