Responsible for managing a Learning Enablement team that executes on targeted learning initiatives that support the growth of Atlassian's Customer Support Organization. - Assisted with hiring and strategy to doubled the size of our Learning Enablement team with hires from all over the world- Oversaw the development of a training and assessment framework for support engineers that reduced time to proficiency and time to first support ticket by 50%- Led initiative that created dashboards with KPIs business leaders use for MBRs and capacity planning- Assisted in road mapping, prioritizing initiatives, and building cross-functional program teams to deliver results in alignment with team and company OKRs - Responsible for consulting with business leaders to mature 27 different support teams through the adoption processes that reduced time to resolution of support cases by matching customer requests to team members who have the right skillset to solve them- Accountable for maintaining a skill taxonomy and associated trainings and assessments for an organization with more than 1000 employees.- Consulting and partnership on organization redesign

Responsible for maturing technical support teams in the way they learn and grow their support engineers by designing and maintaining learning and assessment frameworks.- Collaborating on strategic long-term planning to scale the team/organization.- Designed and delivered the processes of a comprehensive promotion/growth framework; gained alignment from senior business leaders resulting in a successful global launch where 98% of engineers completed assessments with a 93% satisfaction rating.- Facilitating regular meetings with product leads to determine areas of opportunity and to share best practices across product support teams. - Planning and hosting quarterly reviews of technical skills matrix and assessments.- Helping to identify and grow support engineers in the support org for a role in our L&D team.- Mentoring new team members and developed team process to rapidly scale a new L&D team.

Responsible for driving strategic training initiatives to improve performance of technical support teams. - Lead a program team of twenty support engineers and product leads to develop and deliver a skills matrix for a global customer service organization made up of twenty-seven support teams. This skills matrix served as the foundation for training developing, technical assessments, and promotion frameworks. - Designed training development templates and a standardized process to increase quality of training and prevent redundant efforts. Reviewed, organized, and provided feedback for new trainings.- Developed training for technical support teams to facilitate a rapidly growing and changing business.

- Worked with enterprise customers resolve issues data center Java applications and environments. - Built relationships with development teams to improve documentation, training and prioritize bug fixes.- Closed over two hundred and seventy-five improvement requests while facilitating the creation and maintenance of training paths, SOPs and ninety-day plans related to training across Atlassian’s global customer support teams.- Mentored new hires to support three different Java applications.- Helped to build Amsterdam and Bangaluru support teams by promoting Atlassian culture and assisting with training improvements.- Implemented documentation on internal procedures for the support engineer team to improve initial response times and overall customer experience. Won ShipIt in Amsterdam developing and launching a new learning management system across the support org- Coordinated with mentors, team/product leads and project managers to develop unified training paths across Atlassian support teams. - Implemented new metrics to monitor mentors and trainees by creating Redash dashboards that queried training and customer data. Provided support leadership updates on those metrics.

- Worked with customers to resolve issues with Java applications.- Cultivated relationships between the customers and the development team to provide a seamless resolution. - Provided training for team members globally on a variety of subjects including queue management and application performance. - Curated documentation enabling customer self-service, thereby reducing the load on support engineers.