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adrienne trice
Looking for a jobSenior Technical Support Director
Senior Technical Support Director at Motorola Solutions, leading Tier 1–3 teams and major incident resolution.
United StatesSenior Technical Support Director at Motorola Solutions
Experience
Senior Technical Support Director
Lead, mentor, and manage technical support teams (Tier 1, 2, 3), setting performance goals and ensuring high-quality service delivery. Oversee major incident resolution, coordinate escalations, engage VIP customers, and ensure exceptional customer satisfaction.
ITILKnowledge ManagementIncident ManagementEscalation ManagementCustomer SatisfactionTeam LeadershipPerformance ManagementRoot Cause AnalysisTechnical Troubleshooting
Senior Technical Support Manager
Acted as primary point of contact, ensuring customer satisfaction and adherence to Service Level Agreements (SLAs). Coached and managed support specialists, tracked performance metrics, and guided resolution of complex hardware, software, and network issues.
SLA ManagementPerformance MetricsCoachingKnowledge Sharinghardware troubleshootingCloud SoftwareNetwork TroubleshootingAfter Hours SupportService Contract Management
Regional Account Manager
Developed sales business plans on a regional/per account basis to meet sales goals and targets. Built and maintained strong customer relationships and managed sales pipeline, forecasting, and new business opportunities.
Sales PlanningCustomer Relationship ManagementPipeline ManagementForecastingBusiness DevelopmentTechnical SolutionsChannel Partner
Senior Account Manager
Developed and implemented comprehensive sales plans for target accounts and geographies covering the full portfolio of Motorola products and services. Assembled and coordinated diverse teams of internal and external sales resources to assess and address customer needs.
Sales StrategyAccount ManagementPortfolio ManagementTeam CoordinationCustomer Needs AssessmentTechnical Solutions
Education
DeVry University
Bachelor's degree in Technical Management from DeVry University.
DeVry University
Associate's degree in Electronics and Computer Technology from DeVry University.