Kevin Helms, PMP

Experience

• 

  NetBoss Technologies, Inc. (formerly Harris Corporation)

  May 1999 - Aug 2006

  • Performed remote troubleshooting of a custom network management software suite with responsibility for completion of individual trouble cases, prioritization and management of the case queue, and assistance of all other engineers as needed. • Worked closely with software development staff to insure timely resolution of software defects including prioritization and management of outstanding issues. • Directed the maintenance of all servers and systems required for the department and provided budgetary input for improvements and maintenance. 收起

  • Lead Support Engineer

    Aug 2005 - Aug 2006

  • Senior Support Engineer

    Jan 2002 - Aug 2005

  • Support Engineer

    Jan 2000 - Jan 2002

  • Field Implementation (Integration) Engineer

    May 1999 - Jan 2000
• 

  NetBoss Technologies, Inc. (formerly Aviat Networks)

  Aug 2006 - Sept 2010

  Supervisor, Customer Support

  • Supervised 8 engineers across 4 locations worldwide with responsibility for global customer support and executed annual departmental budgets totaling in excess of $1M. • Provided input for objectives, employee goals, employee performance, and personnel decisions including hiring, merit increases, and promotions. • Tracked and reported key objectives and results to management. • Performed as a hands-on mentor, coaching and helping employees with complex issues or technologies. • Served as a primary escalation point for technical issues with ownership until final resolution with the customer. 收起

• 

  NetBoss Technologies Inc.

  Sept 2010 - Jan 2012

  Manager, Customer Services

  • Managed a team of engineers across multiple worldwide locations with responsibility for global customer support, global product documentation, and software development and test.Responsible for the management of annual revenue in excess of $5M and annual departmental budgets totaling in excess of $1M.• Initiated, planned and executed internal and external projects with budgets of up to $500K. while consistently meeting or exceeding revenue objectives including gross and net margin objectives.• Implemented customer satisfaction processes that increased customer retention rates from 74% to 86% annually.• Designed and implemented a formal Beta testing process that resulted in a reduction of recalled releases by over 50%. 收起

• 

  Samanage

  Oct 2012 - Nov 2014

  Director of Customer Success/Technical Support

  • Built and managed a team of engineers responsible for providing worldwide technical services including pre-sales engineering, professional services, and customer support for the companies SaaS based IT Asset and Service Desk Management product. • Implemented standardized practices and processes that improved customer satisfaction resulting in the reduction of the average ticket age from over 60 days to less then 14 days while increasing satisfaction ratings to over 99%.• Designed and Implemented an on-boarding program to ensure fast adoption and increase customer ROI resulting in a 50% reduction in churn at contract renewal. • Designed and managed the implementation of various internal projects including cross departmental technology adoption and implementation which resulted in increases in productivity by over 25% 收起

• 

  Qlik

  Dec 2014 - Mar 2015

  Regional Support Desk Manager

  • Managed a team of engineers responsible for providing technical services within the Americas for Qlik's portfolio of business intelligence and analytics software. • Improved processes to drive improved customer service and customer satisfaction by reducing first response and average closure times.

• 

  AICPA

  Jul 2015 - now

  Manager of Support Operations

  • Manage a team of support specialists with responsibility for providing end user support for the AICPA's PRIMA application to CPAs across the US and its territories. • Responsible for the billing and collection of annual revenue in excess of $7.5M including all cross departmental communication and end-user issue resolution.• Work as Core Team Member providing detailed business and technical requirements, prioritization of defects and enhancements, and release testing for the AICPA's PRIMA and Customer Service applications.• Serve as a key business and technical lead for the Peer Review Team on the AICPA's RAVE project to improve the quality of the services provided to members and other end users with a goal to improve overall member satisfaction and value. • Designed, implemented and maintain the hotline system for the AICPA's Peer Review Support hotline.• Designed, implemented and maintained the ServiceNow ticketing system for the AICPA's Peer Review Support hotline. 收起