Tyler Hagan
About Tyler Hagan
Tyler Hagan is the Customer Service, IT, and Operations Manager for North America at Egress Software Technologies, where he has worked since 2018. He has a diverse background in IT and customer service, with previous roles at institutions such as Harvard Medical School and the University of Massachusetts.
Work at Egress Software Technologies
Tyler Hagan has been serving as the Customer Service, IT, and Operations Manager for North America at Egress Software Technologies since 2018. In this role, he is responsible for overseeing customer service operations and IT management across the North American region. His leadership has contributed to the development and implementation of support strategies that enhance customer experience and operational efficiency.
Previous Experience in IT and Customer Support
Before joining Egress, Tyler Hagan held various positions in IT and customer support. He worked at Harvard Medical School as a Junior DevOps for one month in 2018. He also served as a Senior Desktop Support Engineer at Affinnova from 2013 to 2014 and as a Senior Systems Support Specialist at Foundation Medicine from 2015 to 2017. His extensive background includes roles such as Help Desk Supervisor at the University of Massachusetts and Help Desk Support at Bottomline Technologies.
Education and Professional Development
Tyler Hagan studied Applied Science at Gibbs College, where he earned an Associate's degree from 2003 to 2005. He later pursued a Bachelor of Science in Management at the University of Massachusetts Dartmouth from 2005 to 2010. Additionally, he has engaged in professional development through Edx, where he studied Business, and Freecodecamp, enhancing his technical skills.
Key Achievements and Contributions
Tyler Hagan has implemented significant initiatives during his career. He developed a chatbot solution for online chat support, generating over $100,000 annually in return on investment. He played a crucial role in integrating the US telephony service, Aircall, to improve communication capabilities. As the ISMS representative for North American offices, he ensured compliance with ISO27001 standards and successfully coordinated the build-out of a new US office.
Team Leadership and Management Skills
In his current role at Egress, Tyler Hagan has built and managed a team of three professionals dedicated to delivering support to both US and UK customer bases. His project management skills have been evident in his ability to plan and execute initiatives that enhance operational effectiveness and customer satisfaction.