I earned multiple promotions to this key role focused on shaping & leading execution of the strategy, vision, and culture across L1 & L2 customer support, cloud operations, training & enablement, and documentation teams.My key achievements:• Built five high-performing teams of six direct & ~30 indirect reports, providing ongoing mentoring & coaching, establishing & enforcing best practices, and recruiting top talent.• Expanded support team by 3X, introduced 24x5 coverage, and maintained CSAT at 98%+ for five consecutive years, including during new product launches.• Slashed unplanned production outage frequency by up to 80% for cloud products by introducing improved monitoring & maintenance strategy.• Achieved 90% reduction in hosting/infrastructure costs by implementing GitOps-based technical documentation site.• Transformed customer training program to virtual-first model and transitioned 75% of customer training engagements to on-demand eLearning platform, resulting in higher levels of product adoption.• Championed continuous improvement, created a culture of accountability, refined existing processes & procedures, and identified opportunities to enhance performance across the team.

I interfaced with large enterprise, federal, education, healthcare, and other top-tier accounts to deliver real-time support for escalated issues related to Dell’s PowerEdge, PowerConnect, and PowerVault products.My key achievements:• Facilitated cross-functional collaboration with product development team to successfully resolve complicated technical issues.• Served as single point-of-contact for all hardware form factors (tower, rack, blade) and server operating systems (Windows, ESX/ESXi, RedHat, CentOS, XenServer, SUSE, Ubuntu).• Mentored and trained new hires and existing staff on products, support processes, and best practices.