clare goodchild

* Managed and coordinated resolution of critical corporate escalations involving * clients and partners. * Solution lead responsible for relationships between Corporate Escalation team * and product teams; Support Management, Product Development, Product Management, Services and Delivery; to coordinate resources needed from all teams. Participated in prioritization of resources, enhancements and features. * Worked with cross-functional teams and senior management to address and resolve escalations to improve customer satisfaction. Ensured action plan for * escalation resolution were defined, resources assigned, corporate funding * obtained.

* Responsible for proactively ensuring that a set of assigned large enterprise * customers are successful in using CA Technology solutions. * Positively impact the customer's real and perceived value of the solutions and * relationship with CA Technologies by gaining and leveraging account intelligence * and best practices in solution design and deployment and through the execution * of account planning and value programs. * Maintain strong working relationships with other customer facing personnel in * the Sales, Services, Support and Product Management teams * Develop trusted and influential relationships with technical decision-making and * decision-influencing customer contacts.

* Analyzed scorecard metrics and customer feedback to identify support process * and product quality improvements; planned and implemented changes to drive * quality and customer satisfaction based on that analysis. * Reviewed workload requirements and performed workload distribution * management to meet issue volumes. * Managed the performance of a team consisting of 15 engineers by providing * coaching to team members to encourage performance improvement. * Evaluated individual and team training needs and collaborated with appropriate * authorities to enable training opportunities. * Managed incident and user requests to successfully meet service level agreements (SLA's). Developed and implemented process improvements to achieve goals, improve product quality, and product supportability. * Used ticketing systems to manage and process actions taken. * Trained and managed a technical support group consisting of 15 members. * Created documentation that empowered and enabled user community. * Worked closely with team members to meet or exceed all customer service requirements.

* Managed customers’ expectations and experience to a high degree of customer * satisfaction. * Assessed client’s profiles and aligned them with the best possible products and * services to meet their needs. * Trained and managed a technical support group consisting of 12 members. * Researched, troubleshot and resolved complex problems independently. * Remained up-to-date on the latest technologies and solutions applicable to * company products.

* Researched and investigated complex questions or CA product defects for * integrated solution sets. * Used traces, dumps, debuggers, and other software tools as a precursor to * involvement by the Software Engineering team. * Took technical ownership of high profile escalations and support issues and * ensured timely resolution. * Identified, created, and delivered training on industry concepts related to CA * solutions to my team members. * Created documentation that empowered and enabled user community.

* Managed own time to appropriately prioritize assigned workload and backlog and * escalated issues to next level according to product line procedures. * Performed troubleshooting steps to recreate customer issues on approved test * systems while utilizing call-tracking systems to identify fixes. * Investigated customer problems, answered common questions, checked entitlements, kept issues up to date, and correctly documented. * Used ticketing systems to manage and process actions taken. * Defined and documented technical best practices.