Tameeka McBride

I’m a senior technical support leader who builds high-performing, remote teams, analyzes support metrics, and uses knowledge-centered support practices to improve service quality. I focus on handling escalations, partnering across product and engineering, and turning voice-of-customer feedback into measurable outcomes. My strength is translating operational insights into faster resolutions and stronger customer retention.

At TALN Holdings, I led 10–15 technical support analysts supporting enterprise hardware, software, and office automation environments. I reduced operational costs by 48% by optimizing diagnostics, workflows, and support processes with technology and project leadership. I also ran daily problem management reviews with application and development teams to accelerate issue resolution and reduce recurring incidents.

I deliver high-touch technical support through chat, email, and remote desktop while exceeding customer satisfaction goals. I’ve collaborated on Salesforce workflows to improve service delivery quality and mentored/coached support analysts to strengthen productivity and escalation management. In earlier roles at Verizon and Comcast, I provided advanced support for complex voice, internet, telecommunications, connectivity, and network performance issues.

I’m at my best when I’m combining incident and escalation management, root cause analysis, and KPI management to improve first-contact resolution and reduce future risk. I continuously maintain customer advocacy and quality standards while troubleshooting TCP/IP, LAN/WAN, router configuration, and Windows/Mac OS environments. With experience across service desk operations and problem management systems, I aim to help teams deliver consistent, exceptional SaaS support.