Built and, currently, lead a high-performing technical support organization, DevOps, and Network Operations Center (NOC) responsible for ensuring the health of hundreds of globally installed servers hosting critical HPR applications utilized by top global banks for financial market access, risk checking, and regulatory compliance. In this role, I implemented various measures to enhance the customer support experience, including the implementation of systems, processes, training programs, and customer engagement model improvements. To ensure superior performance, I introduced a global phone system, implemented a ticketing system, and closely monitor key metrics to ensure SLA compliance, achieve optimal KPI performance, and enhance client satisfaction through efficient resource allocation, process enhancements, automation, and adherence to SLA and KPI metrics. Additionally, as part of our commitment to people development, our geographically dispersed team is effectively managed and coached, fostering goal setting and providing comprehensive support for individual professional growth. To enhance operational efficiency, I successfully implemented robust processes and tools for the streamlined management and deployment of system updates. Throughout my tenure, I have served as a strong advocate for clients, effectively addressing their needs and concerns to both our CEO and VP of Engineering.

Transitioned back into the workforce and developed a $500K pipeline of new customers, utilizing my technical and sales backgrounds to drive revenue growth. Expanded regional wins to global executive-level engagements.

Took a rewarding sabbatical to nurture and raise the next generation.

Two time President’s Club winner and various FAE of the year awards. Enhanced Silicon Valley Xilinx FAE team processes, optimizing territory assignments, customer prioritization, and coaching. Restructured productivity reporting, saving FAE hours and ensuring seamless collaboration. Analyzed customer data, providing actionable insights to Avnet management. Provided direct support for a $3M+ pipeline, developed 50+ new client accounts, consistently, exceeded design win and revenue quotas. Delivered impactful presentations, demos, and training to large groups of engineers.

-Led the cross-functional and cross-departmental Hardware Documentation Product Review Team tasked with unifying document standards across departments and document production, maintenance and usability improvements-Managed several successful projects and project teams including implementing statistical process controls for technical support and a new electronic corporate documentation control system-Implemented and documented several processes including technical support and hardware documentation change request policy, process and responsibilities-Analyzed and reported the impact of documentation quality to upper level management-Managed change requests for several teams including Reliability Engineering, Packaging Engineering, and Technical Support