Program Manager -Tools Development Team (2018 -Present)•Managing all global, cross-functional projects for the Global Tools Development team collaborating with stakeholders from engineering, external vendors, and IT/Operations. •Delivering tools on-time which are consumed and utilized by Support, Services, Sales, BCS, customers and other internal groups.•Coordinate, and organize all UAT, ongoing testing, demonstrations, and collaborations with the Education teams.•Primary lead to deliver all release-related documentation and notifications. •Creator and Administrator of the Intranet’s Tools Development team site including editing site content and integrating data feeds from Smartsheet. Improved visibility by extending communications from Support out to Consultants, Sales Engineers, Business Critical Engineers, etc.•Assisting with the Fiscal Year Roadmap planning.•Managing users, licenses, assisting with the renewal process as a corporate Smartsheet administrator.Project Manager - Tools & Technology Team (Telephony)(2016 - 2018)•Managed all UCCE/ Telephony Tools/Call Manager/IVR projects for the Global Support Organization•Coordinated and managed projects involving Global Technical Support leaders, IT, Staff Planning, Internal Customers, Partners, Learning Solutions, and Third-Party Vendors.•Designed real-time release management dashboards with Smartsheet presented to Tools & Technology’s Senior Directors.•Managed the telephony piece of an aggressive 9-month Support/Sales CRM migration to a new platform which was $5.1M in savings. Worked with various business units and third-party vendors.

•Managed a team of 13 Support Engineers (Tier-1& Tier-2) for Veritas Information Availability & eDiscovery Platform.•Facilitated multiple interactions weekly with the Customer Focus Managers, Sales, Critical Situation Managers and Support Team in a collaborative setting to discuss customer escalations. •Led efforts to correct an outstanding broken process by identified the key stakeholders and drove it to completion. •Earned Bronze Star Recognition in a Chief Product Officer’s All Hands’ meeting for going above and beyond my normal job duties. This is for high involvement in a Company Separation FTP server project.

•Facilitated Management Escalation calls by keeping a balanced perspective and composure under heavy pressure and helped turn around some of the most challenging situations•Had an active role in cross-functional meetings for defect triage, hotfix delivery and feature champion•Facilitated multiple weekly interactions with members of the global support team.

•Maintained & collaborated a strong relationship with Sales and Sales Engineers on Pre and Post-Sales Opportunities •Recognized in several All-Hands meetings for assisting with closing a deal

•Managed and completed multiple deployment projects with domestic or international ISP suppliers via electronic mail and direct calls.•Proactive communication with all suppliers to finish my projects in a timely manner.•Developed test plans to verify interoperability with the Supplier’s Network for support of VPN Clients, firewalls, iPass products and Network.

•Tier 2 Customer Care support for global customers and employees via the Customer Care Line, tickets, conference calls, direct calls, and/or e-mail.•Developed and provided the timely execution of test plans to trouble shoot and resolve network issues.•Analyzed and resolved customer billing data and customer configurations using SQL +.•Responsible for ensuring customer issues were addressed within SLA response time for the US Customer Care Team and provided weekly report for management.