Joseph Welsch

Directed global technical support operations for merchants, developers, and internal teams, leading a high-performing team of support professionals and maintaining SLA compliance above 80%. Designed proactive monitoring dashboards in Salesforce, cross-collaborating with SRE to detect early system issues, enabling faster incident response and supporting consistent SLA attainment.

Managed a high-impact technical support team serving global merchants, developers, and internal operations, ensuring consistent, high-quality issue resolution and customer satisfaction. Led global initiatives to enhance customer satisfaction, identifying pain points via survey analysis and implementing improvements that drove a 30% year-over-year increase in CSAT.

Directed day-to-day operations of a global technical support team, ensuring timely and accurate resolution of complex issues for merchants and developers across multiple platforms. Built a performance-driven team culture centered on accountability, ownership, and continuous improvement, leading to consistently high customer satisfaction.

Managed high stakes customer escalations across delivery teams, serving as the primary escalation contact for strategic accounts and ensuring rapid issue resolution. Collaborated cross-functionally with sales, product, and support organizations to proactively mitigate escalation risks and enhance the end-to-end customer experience.

Led North American regional operations with 50 direct reports and 3 frontline managers, while driving global strategy across the organization. Served as Global Knowledge Management Lead, overseeing 37,000+ support documents and reducing service request rediscoveries by 11% through improved searchability and content tagging.

Provided enterprise-level technical support for Oracle 7, 8, and 8i databases across Unix and Windows environments, with specialization in tuning, backup/recovery, networking, and troubleshooting. Acted as team lead and mentor to 10 analysts, guiding daily operations, technical escalation handling, and professional development.

Oversaw planning, activation, and operational management of advanced global communications systems, supporting secure command and control across UHF, EHF, and SHF bands. Supervised and trained military personnel across 17 work centers, ensuring operational readiness, technical proficiency, and mission alignment.

Focused on advanced topics in computer information systems with a specialization in database technology. This program enhanced my expertise in managing and optimizing complex data infrastructures.

Completed a comprehensive curriculum in computer information systems, building a strong foundation in IT principles and applications. This degree provided essential knowledge for a career in technology and systems management.