Keith Kurtz

Background

About Keith Kurtz

As a dynamic and innovative Senior Technical Support Manager, I have a proven track record of leading global teams and enhancing customer satisfaction. My career has been defined by my ability to build and optimize support organizations, streamline processes, and drive significant improvements in customer experience.Key Achievements:• Built a Global Support Organization: Established and led a high-performing global support team, enhancing customer satisfaction and maintaining high standards of service availability.• Merged Customer Service and Technical Support Teams: Seamlessly integrated teams to create a unified support structure.• Optimized Cross-Functional Efforts: Streamlined collaboration across departments, enhancing customer transitions from deployment to run phase and ensuring seamless service continuity.• Implemented Shift-Left Strategy: Empowered frontline support teams with advanced tools and training.• Developed Major Incident Process: Built a streamlined incident management process, reducing resolution times and minimizing downtime.I am passionate about leveraging my expertise to drive operational excellence and deliver outstanding customer experiences.