The key to installed enterprise technology success is user support that works efficiently, especially in time-critical situations. To make this key component happen, you need engineers that understand both the technology and the user’s need, and can troubleshoot quickly and remotely. Finding this talent as your business scales quickly is not easy.
Attend our live 45-minute webinar on January 16 at 2 p.m. EST and discover How a Focused Tech Academy Solves the Talent-Stream Challenge.
Join Dirk Metcalf, Cisco Business Operations Manager, Martin Jensen, SYKES Director of Account Operations, and Diego Mora, Manager, SYKES Tech Academy, as they share critical considerations and steps you should take to develop outstanding enterprise-technology talent.
Solving for a shortage of skilled engineers
Enhancing the customer experience on complex, high-tech inquiries
Improving scalability and cost-effectiveness of user support operations
Creating the right flow of talent to feed growth
Nick Sellers, Senior Director, Strategy & Marketing at SYKES
Pragmatic and thorough, Sellers is an experienced manager, trusted coach and advisor, steadying influence and practical problem solver. Nick believes insight comes through understanding, and understanding comes through testing and probing — making him an ideal moderator for this session.
Dirk Metcalf, Business Operations Manager at Cisco
With more than 20 years of experience in the high-technology field, Metcalf’s professional interest in technology is more a passion than a job. He believes that part of his responsibility is to see technology effectively and efficiently utilized, and so he educates people about benefits and potential of their workplace technology while facilitating a team approach in achieving defined business goals and maintaining industry standards.
Martin Jensen, Director of Account Operations at SYKES
Jensen has results-oriented professional experience in business process outsourcing, serving as a contributor in driving quality and operational excellence. Jensen’s 13+ years of leadership expertise has been focused in developing high-performance technical support teams and driving strategic excellence in new product service and support.
Diego Mora, Manager, SYKES Tech Academy at SYKES
Mora is an experienced Technical Operations manager with a demonstrated history of working in the outsourcing/offshoring and the IT industry. Skilled in operations management, coaching, service-level agreements (SLAs), team building and workforce management, Mora demonstrates advanced skills in computer networking and professional certificates in the IT industry.