Our New Tech Support Manager has hit the ground running. In the six short weeks that he has been with the MKS team, Joe and his team have cut our open, pending and enhancement tickets by over 50%!
Our New Tech Support Manager has hit the ground running. In the six short weeks that he has been with the MKS team, Joe and his team have cut our open, pending and enhancement tickets by over 50%! "We will continue to cut into the open and pending ticket count every week until we are operating on current incoming tickets continuously," stated Manager Joe Maglio.
Joe has also brought aboard a new employee, as well as made a few strategic moves among our current team members. Today, Monday July 28th a new central station technician started as a Tier 1 Technician while our current Installations Tech was moved to a Tier 1 Management/Accounting team position.
Chris Lientz will be promoted to the Tier 2 Accounting Team which will definitely strengthen? the group. Also, Joe Maglio will be moving Senior Tech Ron Medina into the Installation/Tier 3 position in support of the whole team and also strengthening the installation of all of our software products to our clients.
In addition to all of these changes implemented among our support team members, Manager Joe Maglio has set up a system that will better QA all of our fixes for the clients. We are now using an outside team to QA all of the work before it goes out.
this process is to ensure that we catch numerous bugs/fixes before they get to our customers. Joe is also actively taking part in the Q&A meeting as is hosting a weekly meeting the Technicians to help the department continue to progress.
Stay tuned in to our blog to hear about what Joe Maglio has up his sleeve for the near future!
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