About

Hi! I'm Mikedaniel

As a Technical Support Leader with over 10 years of experience, I empower my team through servant leadership, transparency, and a people-centric approach. I value open communication and build a feedback culture to drive continuous improvement and team growth, while also encouraging feedback for myself. Passionate about exceeding client expectations, I am eager to explore leadership opportunities in support management.

Download my resume

Contact me here!

Email: mikedaniel.ocasio@gmail.com

Profile

I'm a Technical Support Leader, dedicated to improving customer satisfaction through innovative solutions and high-performing teams.

With a proven track record in optimizing support operations, I excel at turning customer feedback into actionable strategies. My achievements include designing efficient ticketing systems and creating successful phone support processes, leading to top NPS and employee satisfaction scores nationally.

Experience

Senior Manager Technical Support - Phenom

Remote

January 2021 - Present

  • Defined Support policies and Steps of Service for the Support Team at Phenom, aligning efforts with the company's vision and improving Customer Service.
  • Drove the analysis of KPIs and NPS scores, enhancing time to response and time to resolution efficiency through process optimization.
  • Championed professional development within the team, offering coaching and team mentorship for continuous improvement.
  • Collaborated closely with account managers to gather and act on customer feedback and support escalations, significantly reducing resolution times and improving Customer SLA's.
  • Authored and presented weekly reports on client health related to support and adoption to executive leadership, driving strategic improvements.
  • Played a pivotal role in team development, hiring key support staff, facilitating training sessions, and creating essential training materials.
  • Developed and refined hiring questions and processes, improving the quality of new hires and team performance.
  • Streamlined ticket system at Phenom, reducing resolution time by 20%, enhancing customer delight.
  • Led a team of 10 Technical Support Engineers, fostering a culture of excellence and consumer-focused customer service.

Technical Support Manager - Linode

Remote

June 2018 - May 2021

  • Managed and mentored contact center team of 11 responsible for providing 24/7 product support to global clients.
  • Coordinated day-to-day support operations, establishing the daily workflow for 70 IT specialists.
  • Managed large daily ticket queues.
  • Point of contact for customer and DevOps escalations, identifying and mitigating large incidents, including service outages, and minimizing downtime.
  • Coached team based on Technical Support OKRs, focusing on “Customer Effort” and “Support Effort” to drive positive experiences.
  • Built and implemented a new ticketing system utilizing JavaScript and ColdFusion which reduced ticket volume.
  • Designed a new phone support process.
  • Revamped daily meeting process that enabled greater departmental awareness, ensuring alignment of goals and best triage practices.
  • Developed and launched a streamlined feedback process, partnering with leadership to identify growth opportunities.
  • Overhauled phone support process, making it more efficient and customer-friendly.

Genius Bar Manager - Apple

Remote

Jan 2012 - June 2018

  • Directed a team of over 80 Technical Apple Support members, ensuring comprehensive customer support and empowering the team to deliver exceptional service.
  • Responsible for scheduling team for maximum efficacy.
  • Instrumental in reducing customer wait times and improving support availability through high volume customer traffic.
  • Implemented strategies at Apple that improved customer experience.
  • Achieved the highest NPS and employee satisfaction scores across the country at Apple, maintaining exceptional service standards.

Technical Skills

  • SaaS, Linux, macOS, Windows, Cloud Computing Environments
  • JavaScript, ColdFusion, HTML, CSS, Node.js, Shell Scripting
  • Bootstrap, jQuery
  • Git, GitHub, Jira, Confluence, Slack, Trello
  • Salesforce, ServiceNow, CRM Integration
  • APIs, Basic Networking Principles, Network Troubleshooting, TCP/IP
  • Google Sheets, Docs, Slides, Microsoft Office Suite
  • Google Analytics, Looker, Tableau, System Performance Monitoring Tools
  • Docker, VMware, VirtualBox
  • HTTP, SSH