Michael A. Troy
Longmont,CO
Summary
I am looking for an opportunity that will draw upon my Geospatial and Remote Sensing Customer Support professional skills and experiences. I have extensive experience in managing customer support teams, driving customer satisfaction and fostering teamwork and adaptability in dynamic environments.
Overview
17
17
years of professional experience
Work History
Senior Customer Support Manager
Capella Space
Louisville, Colorado
01.2022 - Current
- Responsible for creation of customer support team; helped to identify customer support tasks, implement process, and integrate team into day-to-day workflows for external customers and internal stakeholders
- Responsible for daily NGA ordering support and monitoring/addressing customer support tickets in Zendesk/Hubspot ticketing queue
- Oversee day-to-day operation of the customer support team;
- Tri-weekly on-call rotation (including nights, weekends, holidays)
Customer Care Manager, Global Field Operations Team
Maxar Technologies Inc.
07.2019 - 01.2022
- Oversee day-to-day operations of Global Imagery Support team, helping to support a diverse customer base across different organizations of the business
- Effectively communicate and collaborate with teams around the world and internal stakeholders to help ensure customer success and satisfaction
- Oversee team of eight imagery support representatives: lead regular meetings with individual team members and the larger team, conduct performance reviews, approve weekly time sheets and other administrative tasks
- Point-of-contact for new products and processes requiring customer service support; lead customer service team in migrating to new production system and incorporating additional satellites in Maxar’s constellation
Customer Care Supervisor, International Defense and Intelligence
Maxar Technologies Inc.
Westminster, CO
04.2018 - 06.2019
- Oversee day-to-day operations of IDI customers
- Delegate and ensure daily workload is being handled timely and efficiently
- Oversee team of four imagery support representatives: host regular meetings with individual team members and the larger team, conduct annual performance reviews, approve weekly time sheets and other administrative tasks
- Point-of-contact for new products and processes requiring customer service support
US Team Lead Imagery Support Rep, Americas Customer Care
Maxar Technologies Inc.
Westminster, Colorado
06.2017 - 04.2018
- Monitor, prioritize, and work case queue for Americas regional customers
- Coordinate with supervisor, other regional team leads, and across departments to ensure efficient and timely answers to questions for customers and orders
- Knowledgeable and proficient in new processes and of products
- Oversee Global Trade Screening team, duties include performing daily screenings for potential blocked documents and partners
Senior Imagery Support Rep
Maxar Technologies Inc.
Westminster, Colorado
03.2014 - 06.2017
- Worked closely with defense and commercial customers processing orders and troubleshooting technical issues as they arose
- Monitored regional queues to handle variety of cases that came in
- Handled bi-monthly on-call phone responsibilities
GIS Technician 2
CACI Inc.
Fort Collins, Colorado
10.2008 - 03.2014
- Subcontracted for Digital Globe Customer Care team, as Associate Imagery Support Representative (August 2013-March 2014)
- Created and updated digital nautical charts
- Extraction of geospatial data to various project guidelines from a variety of data sources
- Maintained up-to-date understanding of all project specifications and software us on project including Arc GIS 10 and Arc SDE
Education
Master of Arts - Geography & Planning
Appalachian State University
Boone, NC05.2006
Bachelor of Arts - Geography
University of Georgia
Athens, GA12.2001
Accomplishments
Maxar-Seeing a Better World Award recipient 2019
Capella-Customer Champion Award Winner 2024 and 2025
Timeline
Senior Customer Support Manager
Capella Space
01.2022 - Current
Customer Care Manager, Global Field Operations Team
Maxar Technologies Inc.
07.2019 - 01.2022
Customer Care Supervisor, International Defense and Intelligence
Maxar Technologies Inc.
04.2018 - 06.2019
US Team Lead Imagery Support Rep, Americas Customer Care
Maxar Technologies Inc.
06.2017 - 04.2018
Senior Imagery Support Rep
Maxar Technologies Inc.
03.2014 - 06.2017
GIS Technician 2
CACI Inc.
10.2008 - 03.2014
Bachelor of Arts - Geography
University of Georgia
Master of Arts - Geography & Planning
Appalachian State University
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