Dave Coulombe
About Dave Coulombe
Dave Coulombe is a Technical Support Manager with extensive experience in technical services and support. He has worked in various roles in the technology sector, including positions at FIS and Adeptive Software Corporation, and holds an MBA in Information Technology Management from Western Governors University.
Current Role at Qualia
Dave Coulombe serves as the Technical Support Manager at Qualia since 2020. In this role, he oversees the timely and quality delivery of technical services, including upgrades, migrations, database optimization, and technical consulting. He is responsible for managing weekly ticket metrics, which encompass closure rates, SLA attainment, interactions per ticket, and customer satisfaction survey results. His leadership ensures that the technical support team meets its performance goals and maintains high standards of service delivery.
Previous Experience in Technical Support
Prior to his current position, Coulombe worked at Adeptive Software Corporation as a Technical Support Engineer for three months in 2020. He also held various roles at FIS from 2009 to 2020, including Programmer Analyst I, II, and Senior. His experience at FIS involved developing technical solutions and managing projects in the Greater Milwaukee and Greater Denver areas. This extensive background in technical support has equipped him with the skills necessary to lead teams effectively.
Education and Expertise
Coulombe holds a Master of Business Administration (MBA) in Information Technology Management from Western Governors University, which he completed from 2019 to 2021. He also earned a Bachelor of Business Administration with a focus on Management Information Systems from the University of Wisconsin-Milwaukee, graduating in 2009. His educational background provides a strong foundation for his technical and managerial responsibilities in his current role.
Internship Experience at Metavante
Before his professional career, Coulombe gained valuable experience as an intern at Metavante from 2007 to 2009. This internship took place in the Greater Milwaukee Area and allowed him to apply his academic knowledge in a practical setting. The experience contributed to his understanding of the technical support landscape and helped shape his career path.
Team Management and Development
In his role as Technical Support Manager, Coulombe is responsible for recruiting, interviewing, hiring, and developing technical experts from diverse backgrounds. He emphasizes accountability among team members, ensuring they meet team-level and personal goals within a continuous performance management framework. His focus on team development is integral to maintaining a high-performing technical support team.