• Trellix is a newly created company from the STG (private equity) acquisitions of FireEye & McAfee • Led a global team of escalation specialists facilitating the resolution of critical customer issues, resulting in a 30% reduction in CSM workloads and a 40% increase in Critical Account normalization.• Developed and implemented a standardized global escalation process, streamlining workflows and reducing response times by 75%.• Collaborated with cross-functional teams to identify root causes of escalations and implemented proactive measures to prevent future customer issues, resulting in a 40% decrease in escalations.• Developed and implemented a training curriculum to enhance the skills of escalation specialists, resulting in improved problem-solving abilities and an increase in normalization times.

• FireEye was acquired by STG (private equity) and became Trellix• Responsible for the Customer Support, Escalation Management, and Customer Success functions for the Americas region (North, Central, and South America) • Facilitated the growth of pure Support revenue from $25M to $150M globally• Built and scaled the Americas operation from 10 to 110+ employees & key leader assisting on the global build out from 30 to 250+; helped to facilitate growth from pre-IPO to public• Spearheaded the development and implementation of a comprehensive technical support strategy, resulting in a 21% increase in customer satisfaction and 77% improvement in agent productivity. Delivered 32 consecutive quarters of 85% or higher CSAT.• Successfully integrated support teams from Mandiant, nPulse, Verodin, and iSightPartners as part of M&A activities.• Collaborated with cross-functional teams to identify and address product issues and customer pain points working closely with sales, engineering, consulting and product management teams to communicate customer feedback and drive continuous improvement.• Key contributor on the maintenance and improvement of a comprehensive knowledge base system and customer community, enabling the technical support team to efficiently access and share relevant information, resulting in streamlined processes and improved customer support.• Provided strategic direction, guidance and mentoring to drive exceptional performance, superior customer experience, customer expansion, customer adoption, and to reduce churn • Developed and implemented a Success Program targeted at top 50 customers reducing churn by 20+%

• Managed 2 tech support teams totaling 23+ TSEs across 2 separate product groups (RSA & Networker)• Successfully built 2 technical support teams from scratch & lead them to full productivity• Responsible for the ramp up, training, development, and success of teams and individuals• Daily, weekly, & monthly metrics tracking and data mining – monthly presentations to management• Coordination with global management staff in EMEA & APJ regions• Responsible for the Federal SP program establishment and staffing• Escalation management and collaboration with Sales and Field teams• Responsible for customer satisfaction• Assisted with local EMC site training and recruiting activities

• Manage the activities of a 10+ member advanced support team (Tier 2) & responsible for overall team performance• Responsible for the hiring, training and mentoring of technical support employees as well as conducting employee reviews• Helped to establish an Advanced level support team & created/implemented processes & procedures for the team• Responsible for maintaining call schedules, queue management, and support coverage• Responsible for responding to and handling difficult customer escalations & complaints• Maintained appropriate metrics to measure performance & provide early indicators of areas to improve• Implemented a series of technical trainings to increase the technical knowledge of all support engineers• Ability to thrive in a stressful customer-driven and responsive environment

• Account Management at an Executive Level• Responsible for driving closure of assigned Priority 0 & Priority 1 support cases• In charge of collaboration between Support, Engineering, the Field, Sales, and the customer to ensure communication, closure, and customer satisfaction• Customer advocate during escalation process owning all communication with customers• Issue ownership and creation of resolution action plans• Responsible for customer satisfaction

• Escalation manager overseeing the complete resolution cycle for the successful closure of customer escalations• Escalation manager owning & managing all customer communication with escalated customers for all PGP products• Created & streamlined PGP escalation process/tracking/communication/reporting• Implemented PGP escalation dashboard for all escalation tracking/reporting/stats• Manager for all PGP Training development & delivery locally managing 2 Trainers/curriculum developers• Responsible for Authorized Training Center (ATC) program and owning 10+ partner relationships• Led initiative to implement a fully functioning Learning Management System (LMS)• Working cross functionally; developed financial and registration processes with Finance & Sales• Manager responsible for PGP Knowledgebase locally managing 1 Knowledge Engineer• Increased KB usage by 79%• Increased KB creation rate by 28%

• Locally & remotely managed 8 Senior Level 2 Engineers primarily responsible for escalations and high profile accounts• Responsible for the day to day management of the team and individual engineers• Responsible for the weekly creation of stats/reports outlining trends & work load of the team• Responsible for work schedules, evaluation & salary reviews as well as hiring & termination of employees• Prepared weekly meetings with team and followed up with meeting notes and action items• Led cooperative initiative to create a quality control process for the entire PGP support department• Technical Support lead responsible for development/teaching of the IPT (Intro to PGP Products Troubleshooting) class• Account manager for the PGP & IBM ISS partnership overseeing proper communication and technical resolution

• Team Lead for the Platinum Engineer Support Team• Main PGP Technical contact for Platinum level customers such as IBM, Boeing, American Express, Lincoln Financial Group, Xcel Energy, AGF Funds, & Bear Stearns• PGP product testing, Bug reporting, and Feature Request Submissions• Troubleshoot, research, test, and reproduce customer issues• Work issues escalated from Frontline Engineers & Management• Assisted the PGP Training Dept. in teaching the PGP Certified Technician (PCT) & WDE classes• Wrote 20+ Knowledge Base articles for the PGP 2.5/

• Senior Firewall Engineer responsible for Firewall design, implementation, management, maintenance, monitoring, backup, and support• Security Engineer for Intrusion Detection System (IDS); responsible for configuring email alerts, reviewing email logs, and transitioning to Intrusion Prevention System (IPS)• Security Engineer for E-mail Virus/Spam Filtering; responsible for upgrading the current platform to state of the art• Design the overall physical and cyber security of the network, as well as lead meeting discussions• Determination and Resolution of Network problems and degraded performance• Mentoring of Junior Engineers and Interns

• Developed a system in UNIX that extracted data from stores, transferred it to a host, loaded it into a database, and then processed it into reports to be emailed to managers using Unix shell programming• Developed a Pharmacy Patient Lookup application in VB 6.0 that takes user input and pulls data from Wal-Mart’s secure Teradata system • Developed applications and SQL that used Wal-Mart’s secure Teradata storage system• Back-end data processing and data manipulation in the Unix environment• Developed other various applications using Unix shell, Visual Basic, C, and using SQL