Cameron Draper Email & Phone Number

Sunnyvale, California, Us

I Lead a team of Global Technical Support Engineers (TSE's) & Technical Account Managers (TAM's) delivering custom solutions to Fortune 1000 companies and working closely with various internal stakeholdersI am responsible for making our customers successful using our products via a quick, safe, and scalable CX solution experiencesWorking with others in Customer Success, Product and Support to ensure customers achieve their business objectives whilst receiving world-class service, with the ultimate goal, being to drive high levels of customer satisfaction and retentionCreate communities of practices to help TSE's and TAM's generate ideas, support best practices, promote open innovation, and ultimately increase impactManage resource decision-making and planning across teams to ensure timelines and performance targets are metDrive account growth goals:Expand SafeBreach product and license adoption, setting up expansion opportunitiesInfluence future lifetime value through higher product adoption, customer satisfaction/advocacy, and referenceabilityAccountable for the successful completion of delivery team activitiesUnderstand client use cases and objectives ensuring alignment with the SafeBreach solution to drive desired business resultsImplement the process, systems, and technology required to support the delivery of successful customer projectsPartner with Sales in pre-qualification and scoping to ensure that high-quality deals are sold that will lead to successful customer outcomesManage the activities of direct reports, delivery partners, and training partners to achieve/over-achieve on quarterly revenue targetsHire, onboard, manage and mentor my teams

Sunnyvale, California, Us

Newton, Ma, Us

I lead, manage, mentor, and ensure the development of our Americas Identity Enterprise Support Team in coordination with the Regional Director and other team managers. I am responsible for the support provided to all of CyberArk’s global customers, by local team members, global teams, and other departments. I manage business and technical escalations, together with other departments and regions, to achieve resolution to customer incidents. I define and measure team KPI’s. tracking team performance and encourage continuous improvement.I also participate in the definition, planning, and execution of the team roadmap according to CyberArk’s strategic targets. Includes defining processes, procedures, guidelines, and tools to improve the team’s productivity, quality, wellbeing, and success.I fully manage support-related projects from inception to implementation. Working with other departments to ensure their success. I drive others to learn about business and what drives competitive advantage. Always seeking to understand the strategic planning process and how my work relates to the business overall.I was a stakeholder for all systems, policies, procedures cut over with CyberArk IL internal teams post acquisition of previous company. I am a CAB approver for all updates, enhancements, bug fixes, and implementation as they relate to CyberArk Identity products. I meet monthly with VP of Global Support to review strategic planning, roadmap, current state of support and customer relationship status and to review project deliverables.

Santa Clara, California, Us

• Responsible for operations of Customer Support servicing customers and partners in North America, South America, and Latin America.• Solely responsible for all new hire processes for Technical Support• Manage 10 Technical Support Engineers• Ensure compliance with stated SLA, maintain 24/7 helpdesk on-call rotation, define and document Support Processes and Procedures• Ensure that CSAT FY % is above 92.3% • Kanban board review organizer / facilitator for escalation management with Engineering and Dev. Teams• Review, Edit, Archive Knowledge Base Repository• Create and distribute support related customer announcements including trust updates• Serve as main escalation point for customer issues• Create, report and track trends thru SalesForce reporting and dashboards• Created new hire training curriculum • Author and distribute RCA reports for service outages to customers• SOC2 Committee Member• CAB (change advisory board) Representative• Admin for backend five9 software for Idaptive

Santa Clara, California, Us

Santa Clara, California, Us

Santa Clara, California, Us

*Act as the technical point of contact for Idaptive MFA, EMM, SSO and BLA Support.*Set-up/create customer environments in Support lab.*Replicate customer environments to troubleshoot and resolve problems, file defects etc*Manage high-profile escalations to resolution, working with internal and field personnel*Deliver product training to support staff and others as required*Resolve customer escalations and drive process/policy improvements through root cause analysis.*Build strong relationships with partner teams: engineering, technical operations, product management, and quality assurance.

San Francisco, California, Us

*Act as the technical point of contact for Centrify Identity Service Support.*Set-up/create customer environments in Support lab.*Replicate customer environments to troubleshoot and resolve problems, file defects etc*Manage high-profile escalations to resolution, working with internal and field personnel*Deliver product training to support staff and others as required*Resolve customer escalations and drive process/policy improvements through root cause analysis.*Build strong relationships with partner teams: engineering, technical operations, product management, and quality assurance.

Salt Lake City, Utah, Us

Field Services Technician IV (Zions Bank Building 2003 - 2006, West Valley Campus 2006 - 2009 and 2010 - 2015) ❏ Individually responsible for 700 + end users and 1200 endpoints including Executive Management❏ Diagnosed and resolved all hardware and software related issues pertaining to PC’s, Network, Printers, VoIP and Mobile Devices❏ Procured, imaged, encrypted, setup and deployed new hardware for Windows and Macintosh devices using SCCM, JAMF, BBCA, McAfee ePO, Microsoft BitLocker and FileVault❏ Managed user accounts, groups, roles and network objects in Active Directory and SCCM❏ Supported branch locations PC’s, Printers, Servers, Switches, Circuits, VoIP Telephony, UPS and Multifunctional Devices❏ First point of contact for troubleshooting all Macintosh PC’s and Laptops for all Utah/Idaho users❏ Configured user devices for RSA securID VPN useKey Accomplishments❏ Ahead of schedule, converted bank wide personal computers using Novell Groupwise to Microsoft Outlook❏ Participated in upgrading both hardware and software for 146 Branch locations from Microsoft Server 2003 to Server 2008 across Utah and Idaho❏ Led team of technicians upgrading operating system from Windows XP to Windows 7 to over 10,000 endpoints❏ Involved in ACD phone system to VoIP conversion installing Cisco switches to ready bank for VoIP implementation❏ Recognized as a top performer in TOPS division for work quality and timeliness in completion❏ Consistently exceeded SLA’s and hit metrics, leading to 8 straight years of full bonus payment

Salt Lake City, Utah, Us

❏ Wholly accountable for the strategic direction and daily leadership of the distributed Field Services Queue Management team who worked from home. Including planning, policies, workflow prioritization, program management, and oversight of all project based implementation into the field. Innovate improvements and solutions based on divisional and/or affiliate needs as it relates to project management refinement. Key Accomplishments❏ Lead a distributed Call Center of in the deployment of Microsoft Office 2010. Upgraded 15,300 endpoints in 18 affiliates in 15 months across 9 states❏ Successfully managed the deployment of the Citrix Desktop Virtualization initiative for the Bancorp. Converted 495 branches, roughly 4,950 end points and roughly 4,000 users across the west. Successfully created and implemented a training strategy to included ‘Train­the­Trainer’❏ Successfully managed the infrastructure build­out track supporting the upgrade of over 500 ATMs throughout the west. Recognized for Best Practices in Strategic Planning & Implementation❏ Gave employee reviews, goal setting, best practice implementation and initiated cross training opportunities

Salt Lake City, Utah, Us

❏ Troubleshot and resolved IT related issues and granted access requests via Phone, Chat and Email❏ Planned for upcoming system and software updates by cross training with multiple departments❏ Ensured first call resolution with high level customer service❏ Responsible for training new specialists to ensure service desk quality standards were met

Computer Sciences And Information Systems, Computer Science

General Studies