Anthony Felipe
Hattiesburg
Summary
Dynamic technical support leader with a proven track record at Cisco, enhancing customer satisfaction through swift resolution strategies. Expert in KPI measurement and team leadership, I drive process improvements that elevate service quality and foster strong client relationships, ensuring optimal performance in SaaS environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director of Technical Support
Voxo
Hattiesburg
12.2020 - Current
- Company Overview: Lead Support for a SaaS product for an international customer base with over 20,000 end users in a start-up environment
- Developed support process that includes a standard 1 minute response time to all incoming tickets and an average close time of tickets less than an hour by measuring KPIs and implementing policies and procedures that focus on prioritization and scalability.
- Established and led a customer-first support framework for our SaaS product, serving over 20,000 international users. Implemented swift response and resolution protocols, drastically improving customer service metrics.
- Developed strategic partnerships with key accounts, providing dedicated technical support and guidance. Enhanced customer engagement through regular product updates and personalized support plans.
- Orchestrated collaboration between Sales, DevOps, and customer stakeholders to tailor product offerings to customer needs, significantly enhancing user satisfaction and product adoption.
- Led technical onboarding for new customers, facilitating smooth integration of our product into their operations. Provided ongoing account management, ensuring a high level of service and customer success.
- Designed metrics-driven dashboards to measure key performance indicators within the Technical Support organization.
- Conducted regular reviews of customer complaints to determine root causes, identify areas needing improvement, and recommend corrective actions.
- Developed budget plans for all Technical Support activities and monitored spending against approved budgets.
Tech Support Manager (Vulnerability Management)
Cisco
01.2023 - 04.2024
- Champion customer-centric strategies, leading a team dedicated to delivering premier technical support for our vulnerability management SaaS platform. Enhanced customer satisfaction by prioritizing swift and efficient resolution of inquiries.
- Forge strong relationships with key accounts, acting as a primary technical liaison to ensure customer needs and technical challenges were addressed promptly, with a focus on strategic account growth and retention.
- Pilot cross-functional initiatives with the engineering team, offering tailored solutions that improved customer security postures, directly contributing to a reduction in customer vulnerability exposure.
- Conduct regular review sessions with customers, gathering feedback to drive continuous product improvement, aligning with customer goals and technical requirements.
- Managed a team of technicians in providing timely resolution of customer inquiries.
- Developed and implemented training programs for new team members.
IT and Communications Manager
University of Southern Mississippi
Hattiesburg
09.2018 - 12.2020
- Company Overview: Oversee technology operations for the College of Nursing and Health Professions to include 7 different Schools within the University.
- Manage the procurement, implementation, and management of all technical devices for the College to include managing the relationship with different businesses or vendors.
- Conduct thorough cost-analysis and research saving the college an estimated 30,000 dollars in IT operations within the first 6 months of being hired.
- Install and maintain network systems and related peripheral equipment, and performed network administration and security functions ensuring system integrity and security.
- Discuss, develop and coordinate policy development with dean and program directors in regards to technical operations.
Systems Administrator
City of Hattiesburg
Hattiesburg
03.2014 - 09.2018
- Company Overview: Procure, manage, and maintain latest technology for all local government departments to include 1000+ technical devices (servers, PCs, Dash-cameras, body cameras, network equipment, mobile devices)
- Coordinated with department managers, vendors and IT team improving overall operational efficiency by 35% through analysis and implementation of new software and hardware.
- Evaluated and implemented 23 right fit industry products and technologies.
- Created and lead teams across multiple departments to ensure forecasted objectives were met and overall desired outcomes achieved.
Interface Control Technician, Staff Sergeant
United States Air Force
07.2008 - 07.2014
- Company Overview: Implemented, Managed and maintained 50+ military organization’s tactical data links and assist in the improvement of data architecture
- Implement, manage and maintain 50+ military organization’s data communication links and assist in the improvement of data architecture.
- Resolve and investigate countless system and operation errors in a mission critical, time sensitive environment.
- Ensure radar and Link Equipment correlate to Tactical Air Picture.
- Troubleshoot and establish connections with other units via UHF / VHF radio frequencies and TCP/IP.
- Organize theater operation link architecture in coordination with other units and coordinate with management on any major changes or issues.
- Managed a team of 8 Airmen as an Non Commissioned Officer.
- Various Locations
Education
Bachelors of Science - Information Technology
Kaplan University
07.2017
Skills
- TAM
- Technical support
- Customer relationship management
- KPI measurement
- Team leadership
- Process improvement
- Customer feedback analysis
- SLA management
- Staff development
- Ticketing system expertise
- Software support
- Systems Administration
- Budget Management
- Project Management
- VOIP
- SaaS
- Network Administration
- Problem Solving
- Cloud Computing
- Operating systems: Windows XP- Windows 11, Windows Server family, MAC OS, Linux
- Software Applications: AWS, Kubernetes, Azure, Docker, Slack, G-Suite, Google Cloud, Intercom, Meraki dashboard, ubiqui UniFi, MS Office Family, MS Exchange Family, Watchguard Evidence Library, Caliber CAD, Report Beam, OmniCourt, AS400, InterAct mobile, Omnia (Voxo Softphone), Voxo Admin Portal, MySQL
- Special Hardware: Sonicwall Firewall, Barracuda Internet Filtering, Mikrotik Wireless radio, Ubiquiti Bullet Wireless radio, Watchguard 4RE dash cameras and Vista Body cameras, Primera DVD robot, Motion Tablets, Panasonic Toughbook, Military Radar systems, Yealink phones, Polycom Phones, Grandstream ATAs, Cisco Meraki, Algo sip horns and paging adapters, Laerdal technologies, Cradlepoint, Peplink
Certification
Microsoft Azure Fundamentals AZ-900
Timeline
Tech Support Manager (Vulnerability Management)
Cisco
01.2023 - 04.2024
Director of Technical Support
Voxo
12.2020 - Current
IT and Communications Manager
University of Southern Mississippi
09.2018 - 12.2020
Systems Administrator
City of Hattiesburg
03.2014 - 09.2018
Interface Control Technician, Staff Sergeant
United States Air Force
07.2008 - 07.2014
Bachelors of Science - Information Technology
Kaplan University
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