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adrienne trice

@adriennetrice

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Senior Technical Support Director at Motorola Solutions, leading Tier 1–3 teams and major incident resolution.

United States

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At MotorolaSolutions, I lead and mentor Tier 1, 2, and 3 technical support teams and oversee major incident resolution. I coordinate escalations, engage VIP customers, and guide root cause analysis for software and system issues.

Earlier at MotorolaSolutions, I managed complex hardware, cloud software, and network support, and worked as a regional and senior account manager. I’ve focused on customer outcomes, service metrics, ITIL practices, and technical solutions for customer needs.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Director

Current

Motorola Solutions

Nov 2020 - Present (5 years 11 months)

Lead, mentor, and manage technical support teams (Tier 1, 2, 3), setting performance goals and ensuring high-quality service delivery. Oversee major incident resolution, coordinate escalations, engage VIP customers, and ensure exceptional customer satisfaction.

ITIL Knowledge Management Incident Management Escalation Management Customer Satisfaction Team Leadership Performance Management Root Cause Analysis Technical Troubleshooting

Senior Technical Support Manager

Motorola Solutions

Nov 2015 - Nov 2020 (5 years)

Acted as primary point of contact, ensuring customer satisfaction and adherence to Service Level Agreements (SLAs). Coached and managed support specialists, tracked performance metrics, and guided resolution of complex hardware, software, and network issues.

SLA Management Performance Metrics Coaching Knowledge Sharing hardware troubleshooting Cloud Software Network Troubleshooting After Hours Support Service Contract Management

Regional Account Manager

Motorola Solutions

Nov 2010 - Nov 2015 (5 years)

Developed sales business plans on a regional/per account basis to meet sales goals and targets. Built and maintained strong customer relationships and managed sales pipeline, forecasting, and new business opportunities.

Sales Planning Customer Relationship Management Pipeline Management Forecasting Business Development Technical Solutions Channel Partner

Senior Account Manager

Motorola Solutions

Jan 2007 - Nov 2010 (3 years 10 months)

Developed and implemented comprehensive sales plans for target accounts and geographies covering the full portfolio of Motorola products and services. Assembled and coordinated diverse teams of internal and external sales resources to assess and address customer needs.

Sales Strategy Account Management Portfolio Management Team Coordination Customer Needs Assessment Technical Solutions