Dominic Smith

Experience

• 

  Hewlett Packard

  Mar 1984 - Sept 2012

  • Managed 40 Agents, 2 Leads, 2 Supervisors providing HPN remote technical support • Special assignment to restore and transform a failing HPN support business• Relocated business operations to Alpharetta, GA• Hired, trained, equipped, 19 agents, 2 Leads, 2 Supervisors• Improved Customer Satisfaction Scores for 9 consecutive months (exceeded targets)• Defined and implemented effective customer and process improvements• Restored operations to meet all business metrics• Co-managed previous XP Storage team for 1Q (and mentored new manager) Show less • Managed 31 Server / Storage Level 2 remote technical support engineers• Lead the support model transition from callback to direct connect support• Defined original call center metrics for HP North American L2 support• Delivered the highest service level results in the center between 1997 – 2002• Lead Project Manager for the following initiatives:o Solution Center’s reward and recognition programo Implemented new call logging tool (Tech II to EZQ)o Field CE Survey and QA codeso New District Manager On-boarding Trainingo Refresh of HR job descriptions for remote support functionso Y2K Level 2 support delivery readinesso Remote to Onsite team geography alignmento Bringing Out the Best – performance management initiative Show less

  • HP Networking Support Team Manager

    Jul 2011 - Sept 2012

  • HP Storage Support Team Manager

    Jul 2002 - Jul 2011

  • Level 2 Support Team Manager

    Sept 1997 - Jul 2002

  • Technical Support Team Manager

    Sept 1994 - Sept 1997

  • IT Remote Support Engineer

    Sept 1989 - Sept 1994

  • IT Customer Engineer

    Mar 1984 - Sept 1989
• 

  Hewlett Packard Enterprise

  Sept 2012 - now

  Manage HP Services quality program designed to achieve 99.999% availability for HP's Networking products. Also manage HP Services quality program to improve the customer experience for new product installations. Managed short and long term projects as related to call center technical remote support for Hewlett Packard Servers, Storage, Networking, Printers, and PC's.Managed up to 50 direct reports including supervisors. The team is responsible for providing remote technical support on HP products. Managed process improvement projects.

  • Quality Analyst

    Apr 2013 - now

  • Project Manager, PMP

    Sept 2012 - Apr 2013