| About Technical Support Mangement |
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| Written by Jim Hendrickson | |
| Wednesday, 25 June 2008 | |
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Jim Hendrickson - Founder I have over 35 years of Customer Services Executive experience managing highly responsive, global customer-focused services organizations. My background includes executive-level services leadership roles at companies of all sizes:
Throughout my career, I earned a reputation for setting strategic vision and executing organizational changes that drive product and services revenue while achieving high customer satisfaction. I have been involved in all aspects of Customer Service, Services Marketing, Renewals, Technical Support delivery, Professional Services and Education Services. I accomplished improvements through cross-functional teams focused on operational excellence that produced high gross margins. I also implemented process improvement through ISO 9000 Certification at Informix and SCP Certification at BEA. I have been an active participant and supporter of the SSPA for many years, including spending a year as the VP, Advisory Services, where I re-vamped and launched the SSPA Benchmarking program. I also was involved in the evolution of the Organizational Development Program (ODP) including developing the Assessment Program.
Technical Support Management (TSM) was founded in April, 2008. The original idea was formed in the fall of 2006. I approached the SSPA with the idea, to encourage them to sponsor the work effort. I actually worked for the SSPA for a year, with the idea that I would eventually implement this project. When it became obvious it was not a major priority for the organization, I decided to launch the project on my own. . Much of the content of this site is a result of the combined learning from these experiences. If you are interested – you can see my profile on LinkedIn. |
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| Last Updated ( Tuesday, 07 October 2008 ) |
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