Director of Customer Support in the Storage, Virtualization & Operating System organization. I have a global team of 60 employees, consisting of Senior Support Managers and high level Technical Engineers, located in the US, EMEA and APAC. As a member of the management team, I assist in the development of short, medium, and long term plans to achieve strategic objectives. I regularly interact across functional areas with senior management or executives to ensure unit objectives are met.My focus is on delivering post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales technical and non-technical customer inquiries via phone and online service requests in conjunction with the technical support staff. I am a primary point of contact for customer escalations, with responsibility for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.I am accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the my business unit, while assuring the highest level of customer satisfaction. I work closely with my team of Managers to ensure proper utilization of resources and achievement of performance goals. I am accountable for the overall success of my technology team within the Storage, Virtualization & Operating System organization.

• Direct management for 27, Tier 2 & 3 technical support staff. Indirect management of 4 support professionals and their associated staff. • Escalation Management for all levels of support.• Provide technical account management in conjunction with the Sales team for several large customer accounts.• Engineering product management review.• Create and maintain product-specific "expert" groups to work on customer issues.• Create metrics and drive adherence to the policies and procedures as defined.• Create support plans for new product releases.• Perform short/mid/long-term strategic planning.• Process and procedure review, creation and implementation.• Hiring, coordinating training, one-on-ones and yearly performance evaluation.

• Lead, plan and manage the development of software quality assurance products and tools.• Work with project team to create project plans and system requirements.• Lead quality assurance team including resource allocation, recruiting, retaining, and professional development.• Lead quality assurance development cycle including overall product quality responsibility.• Develop, run and maintain test plans, test cases and test scripts. • Perform risk analysis and contingency planning.• Develop metrics to track testing effectiveness.

• Manage and develop a large group of diverse employees consisting of front line and supervisory employees.• Investigate and resolve customer concerns in an efficient and timely manner.• Set, monitor and achieve quality goals that consistently meet internal objectives.• Set, monitor and achieve customer quality goals based on customer satisfaction survey.• Project and time management for all aspects of individual objectives and those of the customer care center.• Communicate effectively both internally and externally.• Motivate, coach and develop strong relationships with direct reports.• Resource allocation for assigned customer care center staff. • Employee recruiting, retention, and professional development.• Prepare yearly performance evaluations for assigned staff.