Work.htm

Carmine Delligatti - ACDSystems 2003 - 2006

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ACD Systems

In March, 2003, Deneba Software was aquired by ACD Systems, a canadian company and the developers of ACD See. I continued to work for ACD Systems through 2006 as the Customer Support Manager for both the Miami and Victoria, BC offices. Managing Canvas Technical Support in Miami, as well as ACD Customer Service and Technical Support for ACD's product line in Victoria, BC. I travelled between both offices for some 18 months before being asked to relocate to Victoria where I worked and lived until July, 2006. ACD also provided language support to its customers and partners in Europe and Asia so I created a third team of language support specialists in Victoria to provide support in German, French, Italian, Spanish & Japanese.

The following is a partial list of my accoplishments and responsibilites as the Customer Support Manager for ACD Systems

View samples of my work while at ACD Systems.

Managed the Customer Support staff, resources and $1,000,000.00 budget for the entire US and Canada operation, as well as international support partners from 2003 - 2006.
Administrator of online product discussion forums.
Developed policies and procedures to facilitate efficient handling of customer concerns.
Developed training to speed proficiency of new employees and track their progress.
Furthered the developement of the company's knowledgebase. Wrote numerous articles on Canvas, ACDSee and other ACD software products.
Contributed to and proofed marketing material, product manuals and technical documentation as well as contracts, policies and procedures.
Generated department reports on metrics and key performance indicators from the CRM, Support Sales and Tech Support case data.
Prepared training and test materials for existing support staff and new hires.
Interacted with high profile clients answering questions and demonstrating new versions of ACD System’s software products.
Handled technical support escalations from small and large corporate clients.
Contributed to product development and marketing efforts, providing feedback on product performance and suggestions for new features and improvements.
Worked with international distributors to increase their support department's understanding of the technical aspects of our products.
Beta-tested pre-release versions, prepared bug reports and tracked R&D's progress to resolution.
WebEx, Administrator, managing host accounts, templates, training center and event scheduling.
Developed new positions in Support to address escalations from international partners in native languages and a Product Evangelist for ACD Product Discussion Forums.
Developed a total support strategy which includes a Product Support Life Cycle, anti-piracy initiative, and Customer Web Accounts with the objective of moving as much service as possible to the online support center.
Participation in product development matrix designed to involve managers from all parts of the company in the process of preparing new products for launch.