Senior Technical Support Manager at Toyota Automated Logistics who develops new service offerings, negotiates enterprise contracts, and builds production software. Deep expertise in C#, .NET, SQL development combined with commercial strategy and global team leadership across 250+ logistics customers including Fortune 500 companies.
15+ years of technical leadership in enterprise logistics automation, combining software engineering, product development, commercial strategy, and global support operations.
Leading enterprise technical support operations while developing innovative service offerings and custom software solutions to drive operational excellence and revenue growth across Toyota's global logistics automation platform.
Led comprehensive technical support strategies across global production environments while developing commercial relationships and negotiating enterprise contracts with Fortune 500 clients and major vendors.
Managed multi-tiered global support teams while building production software applications in C# and .NET to automate operations, enhance customer experience, and support 250+ enterprise logistics customers across three continents.
Provided hands-on technical support for proprietary warehouse management systems, leveraging T-SQL and C# expertise to troubleshoot complex production issues and optimize database performance for enterprise logistics operations.
Provided comprehensive IT infrastructure support and network administration for small business and enterprise clients, building foundational technical expertise in server management and troubleshooting.
Products developed, revenue generated, and enterprise solutions built to solve real business challenges in logistics and support operations.
Identified revenue opportunity in mid-tier support gap and developed entirely new service tier. Created pricing model, drafted contract terms, obtained legal approval, and sold to multiple enterprise customers—generating new recurring revenue stream now offered company-wide.
Custom Zendesk App Framework application that automatically injects branded HTML email signatures with agent profile data, brand auto-detection, and hosted asset management. Features polished UI with CSS animations and seamless composer integration.
Lead commercial contract negotiations with enterprise clients and vendors. Draft contract language, review and redline Data Processing Agreements (DPAs), negotiate terms with Fortune 500 legal teams, and coordinate with General Counsel for final approval. Negotiated major agreements including Zendesk enterprise platform and NCC Group cybersecurity services.
Web-based command center application for logistics operations management, leveraging Web Services API and JSON for real-time data integration and operational visibility across warehouse systems.
Suite of custom internal applications built with C#, .NET CORE 2.0, ASP.NET, and .NET to automate support processes, enhance customer experience, and improve operational efficiency for global support teams.
Developed stored procedures, triggers, and SQL jobs to mitigate customer issues, automate repetitive tasks, and enhance database performance across enterprise logistics systems supporting 250+ customers.
React-based workspace tool designed to streamline support workflows, providing agents with unified access to common resources and reducing context switching in daily operations.
Built comprehensive reporting solutions using SSRS and Crystal Reports to provide operational insights, customer satisfaction metrics, and performance analytics for support leadership.
Comprehensive technical skillset spanning product development, commercial strategy, software engineering, database design, and enterprise support operations.
Interested in discussing product development, commercial strategy, technical support leadership, software development, logistics automation, or collaboration opportunities? I'd love to connect.