Manage teams of highly skilled folks in service delivery, operations, central support, dispatch, technical help desk, field delivery. Provide direct sales support and partner support for Services.

Provide support managment for all area of Northland's MultiVender support offerings. Including technical management, sales support, and partner development. Manage staffing partners for technical skills offered to Northland's customers. Provide techincal call management for ongoing issues. Provide SLA and reporting to customers on MultiVender services.

Program Management and Business Development for service partners.Provided all aspects of creating services business to including developing the over all Service/Support program, creating each project to complete the overall program. Manage all work flow for certification of skills, products, accreditations, support systems, process, sales, call handling, back-end order processing, etc…

Responsible for the supporting the field AE team in a Systems Engineering role, selling Datalink Services products to the installed Customer Base. Provided Program Management involving sales and technical certifications for Datalink to meet Vender requirements allowing Datalink Support to enhance service products and margin. Provide direct customer escalation support involving multi vender problem resolutions.

Responsible for all aspects of SUN/StorageTek VAR/VAD Partner service offerings. This job was a Sales Rep., systems engineer, program/project manager, business development manager and a technical escalation manage. Managed the technical requirement for partners to sell and deliver service on StorageTek Products. I developed, deployed, and maintained all Service Partner programs for the VAD/VAR channel. Created a yearly business plans for each partner that included revenue growth, GP and product sets for SUN/StorageTek products. Provided management escalation for all VAD/VAR partners into SUN/StorageTek for partner management escalation of technical issue on behalf of their customers. Served as the technical team lead for two year and over all team lead for additional two years covering the VAD/VAR Service team.

Managed the development, test and support groups for all StorageTek Field Support and Sales tools. Managed Level 5 support teams for all tools and systems involved with World Wide Customer Suppor. Implemented design and development standards for all development programs. Created a Customer advocate program for the customer community to ensure we provided the correct tool on time with the correct functions. Created a Customer Support team to work directly with StorageTek Support team and the customers to resolve a back log of 190 sev. 1 and 2 problems and ensure the tools were what was needed by our customer base.

Managed all technical skilled field functions for Network Systems. Including Customer Services, Customer Support, Systems Engineering, and Professional Services, Tech Support (level 2-4 hardware and software), product introduction team and development support teams. Sat on a daily customer Sev 1 review panel to set action plan and assign correct technical recourse to problem resolution. Provided on-site corporate management to on going Sev 1 issues to interface with the Customer team and ensure a plan in place to meet the customer expectations.. Set on the PMP Team (Product approval Team for new products) to ensure that service and support requirement were included in the products.

Managed support teams providing over $70M in revenue and 34% NP. My teams included Systems Engineering, Customer Service and Support Management Teams that provided direct on-site support for customer service contracts, per and post sales configuration support and software support. Headed a Level 3 and 4 Technical Support/Development team that was involved in all Sev 1 customer problems not resolved with in 4 hour. Had P&L responsibilities for my regions. Created a Professional Services group that was used and the model for Network Systems. Became part of the StorageTek/Network Systems merger team for integration for all of technical customer service skills.

Managed five field departments providing install, MAC, and remedial service. Headed a level 2 Technical support team for problem escalation of remedial service issues.