Michael Zazucki

Experience

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  United States Air Force

  Apr 2001 - Apr 2005

  Database Administrator / Statistical Analyst

  * Hosted multiple unit databases for various bases.* Compiled data retrievals use to collect, monitor, audit, evaluate, and analyze Maintenance Information Systems (MIS).* Periodically audits source data for accuracy, timeliness and compliance with directives.* Used statistical techniques to interpret findings from data, identified trends and significant deviations, and recommended corrective action.* Saved countless manual labor hours by crating an Access database that automated data collection activities into an easy-to-read, usable format. Show less

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  Dolphin Imaging & Management Solutions

  Oct 2005 - Feb 2021

  Direct daily operations and resource management of global technical support teams overseeing projects to ensure the alignment of support knowledge and product development.* Generated $MM in new revenue, reversing a steeply declining trend.* Attained service level of 80%.* Boosted customer experience survey score to 4.94 of 5 (Excellent).* Improved the support team’s retention rate to 85%, with multiple employees boasting tenures of 6+years* Passed 11 internal audits, plus 3 FDA audits and 4 BSI audits.* Honored with consecutive Dolphin Achievement Awards in 2011 and 2012. Show less Promoted to lead technical support and quality control for company’s flagship medical imaging product.Presented enhancements and bug fixes, from a support and client perspective, that needed to be addedto future builds. Coached and mentored 20 direct reports and helped resolve technical challenges.* Played key role in enabling company’s imaging product to bring in $MM in annual revenues as an FDA registered medical device.* Significantly improved customer experience and improved employee tenure/retention rate to an average of 5 years. Show less

  • International Manager, Technical Support

    Oct 2010 - Feb 2021

  • Product Manager & Team Supervisor, Technical Support

    Oct 2006 - Oct 2010

  • Tier I, Technical Support

    Oct 2005 - Oct 2006
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  Patterson Dental

  Feb 2021 - now

  • Support Operations Manager

    Jan 2022 - now

  • Senior Product Support Team Manager

    Feb 2021 - Jan 2022