Paul Lamoreaux
currently: Job hunting
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Answers from Paul
How would you describe your dream job in 10 words or less?
Technical Support Team position in which I can utilize over ten years of experience providing front and back line escalation support of Internet-related applications with an emphasis on supportability, problem resolution and customer satisfaction.
Posted @ 05:51PM, May 04, 2008
by Paul Lamoreaux | Permalink
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Work history
Technical Lead
tags:
call tracking
• bug tracking
• internet & technology
• technical support - 8+ years ...
How would you describe your time at Microsoft?
Responsible for escalation and infrastructure support of Microsoft???s Office Live Meeting Web collaboration services
Specialized in Technical Support for Live Meeting's recording feature (based on Windows Media Player technology), telephony, and video
Focused activities on the elimination of problems, increasing the ability of the Technical Support team to address problems without escalating, and increase customer satisfaction
Authored and reviewed public Technical Support FAQ???s in addition to creating documentation for many cross-functional program teams with a focus on supportability, customer needs and usability... 
SUPPORTABILITY PM
tags:
call tracking
• bug tracking
• program managament
How would you describe your time at Microsoft?
Owner of the Voice of the Customer (VOC) Program and prioritizing bugs to be included in Service Releases for Microsoft???s Office Live Meeting Web collaboration services. This program is currently being adopted by other Software as a Service business units
Developed, defined and drove Voice of the Customer strategy across services support organization
Gathered, analyzed and reported on top Support call drivers, customer satisfaction, and trending via ticket tracking and survey tools and presented findings to GM level management in addition to the data being made delivered to VP level management
Presented monthly call drivers, product bugs and customer satisfaction data, trending, analysis & recommendations to senior management
Collaborated with the Marketing Technical Product Manager to drive the analysis of verbatim customer survey feedback regarding product improvement recommendations??
Led the support program to improve the trouble ticket to bug tracking ratio across all tiers, and maintained a 100% ratio for the Tier 2 and Escalation Teams
In collaboration with the Beta Program Supportability PM, improved and built new relationships with Development, Services PM, Marketing and Usability teams...
3rd TIER SUPPORT ENGINEER
tags:
call tracking
• technical support - 8+ years ...
• internet & technology
• bug tracking
How would you describe your time at Microsoft?
Responsible for escalation and infrastructure support of Microsoft???s Office Live Meeting Web collaboration services
In addition to the responsibilities of a Senior Technical Support Engineer, also performed the following:
Reviewed and provided feedback to Engineering Development on engineering specifications and test plan documents
Administered the Right Now ticket tracking system, which included modifications to improve support engineers??? efficiency and greater customer satisfaction
Core member of the team which was responsible for upgrading the Right Now ticket tracking system from version 5 to version 6
Integration of new departmental processes into system re-design
Creation of training materials directed at preparing the technical support team members for the new user interface and process changes
Modification of data prior to upgrade in order to ensure a smooth transition...
SENIOR TECHNICAL SUPPORT ENGINEER
tags:
call tracking
• technical support - 8+ years ...
• internet & technology
• bug tracking
How would you describe your time at placeware?
Responsible for escalation support of PlaceWare???s Web collaboration services
Specialized in Technical Support for PlaceWare???s recording feature (based on Windows Media Player technology), telephony, PlaceWare???s add-in for Microsoft Outlook, and PlaceWare???s add-in for Microsoft Windows Messenger
Tracked frequency of bugs and usability issues, and provided input to Engineering via reports and participation in recurring Development bug triage meetings
Effectively led the escalation activities, opening problem reports, managing resolution cycle, creating customer impact analysis and providing management, customers and the sales department with regular status reports and updates
Focused activities on the elimination of problems, increasing the ability of the Technical Support team to address problems without escalating, and increase customer satisfaction
Authored and reviewed public Technical Support FAQ???s in addition to creating documentation for many cross-functional program teams with a focus on supportability, customer needs and usability
Coordinated preparation for upcoming releases which included providing call trend analysis, departmental training and pre-release testing efforts
Provided training to the help desks of partners, resellers, and major accounts in addition to the Technical Support staff with an emphasis on improving the ability to diagnose, resolve, and eliminate issues that had once been escalated
Provided design input and assistance in the integration of two different ticket tracking systems ??? RightNow & Siebel
Premium Enterprise Solution Account Manager for one of PlaceWare???s largest customers, established the delivery requirements for the program, responded to customer questions and concerns, coordinated interaction between the customer???s internal help desk and PlaceWare???s, provided monthly trend analysis of their support tickets and connectivity reports...
Technical Support Engineer
tags:
bug tracking
• technical support - 8+ years ...
• call tracking
• internet & technology
How would you describe your time at placeware?
Responsible for providing advanced technical support for PlaceWare Web Conferencing Services
Assumed all e-mail responsibilities from the Engineering team upon joining the Tech Support department
Helped with the development of a new e-mail processing procedure, which resulted in a vast improvement in response time....
CUSTOMER SUPPORT SUPERVISOR
tags:
call tracking
• technical support - 8+ years ...
How would you describe your time at GST Whole Earth Networks?
Alongside the Customer Support Department Manager, oversaw the operations of the Customer Support Department.
Managed department personnel, tracked call metrics, resolved advanced technical escalations, and maintained excellent customer satisfaction.
Developed new Service Level Agreement for Support Department
Organized transition from 5X8 to a 4X10 schedule for department
Responsible for many changes to improve department morale resulting in improved customer service
Maintained a department average call time to answer of less than 60 seconds...
INTERNET SUPPORT REPRESENTATIVE
tags:
internet & technology
How would you describe your time at GST Whole Earth Networks?
Provided advanced technical support for Whole Earth Networks Internet Service Provider customers
Assisted in the development and implementation of troubleshooting tools for the department
Produced new and updated training materials for Customer Support Department
Trained new Internet Support Representatives and oversaw their training schedules
Assisted and assumed duties of Customer Support Supervisor as needed
Provided technical support regarding connectivity, email and Web browser issues...
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