• Led digital transformation for global support and customer experience teams, establishing a dedicated team for management of digital channels.• Launched in-house AI toolkit for support engineers and experience agents, incorporating generative summarization and automated article writing.• Led a company-wide adoption of a customer portal to centralize and improve customer digital self-service. • Coordinated cross-functional efforts to create customer resources for digital success including renewals and professional services • Implemented a unified metrics and technology programs framework for customer-facing functions including Global Support and Customer Experience.• Started a systems and ux design practice within customer post-sales operations.

Strategy and Direction:▪ Reported directly to SVP, Customer Experience and Global Support▪ Led customer experience programs and platforms strategy and created high-level objectives and key results. ▪ Developed a product-led strategy for customer success, designed user lifecycle, customer journey mapping, content development, service offering development, and website designs.▪ Started AI/ML Center of Excellence and exploratory workgroup for business use cases.Program Management: ▪ Managed program management team responsible for digital programs including content strategy, information architecture, self-service, customer engagement, digital funnel, customer success and support analytics, team performance metrics, product market readiness, public communications, staff enablement, and customer and employee gamification. ▪ Led operational and IT enhancement projects to improve customer experience and business platforms: Salesforce Lightning Service Cloud, Experience Cloud, identity, and e-commerce. Digital Transformation: ▪ Redesigned SaaS and SMB customer journeys, enhancing digital interactions and sales strategies with customer insights and technical integration.▪ Launched large-scale Chatbot platforms with generative AI and NLP search, integrating with CRM and Identity systems across multiple digital platforms.▪ Transformed Global Support by shifting away from traditional support/success models to digital channels including chat channel support, decreasing the average time to resolution from 14 days to 20 minutes, and automating >60% of all success inquiries using API workflows.▪ Grew Customer Touchpoints across all digital platforms to 40M/year from 3M/year. (Avg. 3.3M/month)▪ Boosted customer digital solutions from 3%/year of overall volume to 35%/year.▪ Transformed CSO digital support volume from 12% (2021) to 60% (2023 YTD)Analytics:▪ Responsible for data analytics applications and pipeline development for Global Support and Digital Success

▪ Reported directly to VP, Digital Custom Success and Global Support▪ Created technology strategy for Digital Customer Success and Global Support▪ Led information technology initiatives for Customer Success in major systems projects.▪ Successfully deployed Salesforce Lightning Service Cloud globally for Global Customer Success and Support teams.▪ Managed the entire project lifecycle, including discovery, design, process analysis, development, implementation, and integrations.▪ Designed new internal processes and user interfaces for service delivery, including live chat, ticket creation, escalations, and custom internal objects.▪ Integrated community forums with search functionality and Salesforce Lightning Service Cloud to enhance customer support.▪ Implemented a unified search and knowledge base solution for improved information accessibility.

Business and Process Transformation with Customer Engagement:▪ Led the strategic business and process transformation of the Qlik Global Customer Success and Support organization, guiding the transition from a perpetual, client-managed model to a Software-as-a-Service subscription model.▪ Simultaneously, actively engaged with customers to assist them in their transition to our new cloud product.▪ Played a key role in defining and implementing reporting and observability requirements for our cloud platforms.▪ Designed and launched critical aspects, including go-to-market strategy, product management (observability and supportability), technical enablement, and incident management.▪ Introduced new processes to enhance critical incident response and optimize product management for software supportability.▪ Onboarded Splunk to the Global Support team, enabling more efficient troubleshooting of production environments.Achievements and Recognition:▪ Achieved a significant improvement by raising SaaS platforms' support CSAT from 3.3 to 4.5 in 2020.▪ Successfully met key net retention goals for 5 large accounts.▪ Recognized for outstanding contributions and awarded Customer Success MVP Q4 2020.Leadership and Reporting:▪ Maintained direct reporting lines to senior leadership.▪ Developed and executed objectives and key results (OKRs) to drive business transformation and enhance service delivery.

Technical Support and Analytics Platform Expertise:▪ Specialized in Qlik Sense analytics platform infrastructure and integrations, particularly for embedded use cases.▪ Proficient in web development and handling large-scale deployments within the Qlik Sense environment.▪ Conducted research, diagnosis, troubleshooting, and provided solutions to resolve customer issues related to the implementation and configuration of Qlik software.Cloud Native Analytics Solutions and Training:▪ Held responsibilities for cloud-native analytics solutions, including products on Kubernetes, Docker and cloud-native architecture.▪ Developed and executed a go-to-market strategy to enable and empower global support teams and customers on these analytics solutions.Successes and Achievements:▪ Achieved an average Customer Satisfaction (CSAT) score of 4.8 year-over-year, indicating high customer status faction.▪ Ranked in the Top 3 for case closures globally, demonstrating exceptional technical expertise and customer issue resolution skills.▪ Recognized for your accomplishments and promoted to the role of Senior Technical Support Engineer.

• Maintained and ensured reliability of distributed SaaS web application platforms for 550+ clients.• Spearheaded performance improvement initiatives, optimizing JVM-based web application performance.• Led successful client migrations to SaaS platform, ensuring smooth transitions and minimal disruptions.

• Led ERP implementation project for new academic system, managing database hosts and responding to integration requests.• Successfully implemented document management system across multiple campuses, improving document accessibility.• Completed federal reporting requirements utilizing SSRS and Crystal Reports, implementing data automation processes.

• Managed large medical and administrative Windows environment across multiple datacenters, including desktop, laptop, and server configuration.• Installed and maintained various applications such as Microsoft Systems Center Service Manager, Cisco VOIP solutions, and Citrix Access Gateway.• Designed and coordinated implementation of Windows 7 across seven geographic locations using VMWare and Citrix.