Overseeing and assessing support team activities, and providing team members with regular performance-related feedback.Guiding the development and implementation of support policies and procedures, and communicating them to the team.Expanding on performance measurement tools and providing reports to senior management.Assisting with interviewing and hiring new team membersImplementing training programs for new support team members, and ongoing training programs for existing team members.Effectively taking control of the investigation and resolution of customer service escalations.Coordinating with Support Engineers to manage engineering escalations and guide product improvements for the benefit of the support team.Directing the creation and maintenance of internal and external support documentation.

Created Support Organization for Big Data Analytics Consulting firm utilizing Azure Cloud TechnologyResponsible for organizational structure and strategic planning of support servicesPolicy and Procedure creation and implementationContract creation and negotiation with clientsActive in Client RelationsManaged resource hiring / training and allocation for both onshore and offshore operations to support ETL projectCross functional collaboration between development, deployment, IT and support team for transitioning from project teams to support group

Responsible for report generation using SQL on Microsoft SQL Server databaseWriting automation scripts in PerlBuilding reporting dashboard in HTML and JavaScript

(Managed high functioning team of global technicians for Big Data and Analytic software (Vertica, IDOL, IDOL on Demand/ Saas) for many Global Fortune 500 companies)Directed day-to-day operations of global multilingual support organization with offices in Canada, USA, Europe and Asia Pacific.Responsible for hiring, training, mentoring and career growth of support team membersCreated and Implemented various support policies and tools focusing on support delivery improvement.Participated in quarterly business reviews (QBR) with the sales and executive team, providing detailed reporting on customer satisfaction and product trends and providing continuous improvement feedback.Coordinated and communicated with various levels of internal and client executives for incident resolution, client retention, licensing and client onboarding and escalation management.Collaborated with Product Management & Development Leads for product roadmaps, application enhancements / new version releasesSupport Lead for migration project, moving from Salesforce to HP Sparks: Interfaced with business-side to determine requirements and timelines Coordinated technology resources for testing, piloting & training and data integrity, resulting in successful transition of internal services within budget and timelines Performed Change Management dutiesExceeded client satisfaction score targets while maintaining an exceptional employee retention rate.Performed goal-setting, performance and career coaching as well as year end reviews. This included scheduled one-on-ones to ensure the team met or exceeded deliverable targets and strategic objectivesManaged Support Training Compliance team, including notification of training courses, completion verification and course feedbackMeasured team effectiveness and customer satisfaction utilizing various Key Performance Indicators (KPI)

Built world- class support team, exceeding service level targets for 2500+ companies (including 40 Global 500 companies)Managed Global Support Team (20 direct reports) for big data search analytics and document filtering software .Project lead for Support Applications and Implementations including management of support knowledge base and solution repository.Responsible for Customer Relations, Client Retention and working closely with third party vendors.Implemented support policies and tools for continuous improvement

Reported directly to VP, Global Support; supervised 3 international Support Team managers for big data search analytics applicationsResponsible for fiscal management and policy implementation.Responsible for client relations and client onboarding for many of the Fortune 500 companies.Collaborated closely with third party vendors and integrators such as Adobe and McAfee including licensing requests.Worked with executive team to successfully migrate / integrate Support and R&D systems for 6+ M&A activities Acting Project Manager for Ticket Tracking applications (client self- service functionality) resulting in $6M in savings. Additional responsibilities for the project included: training programs growth and maintenance migration road mapsDesigned and built: Incident management application (Support CRM) Escalation reporting system Client Support Site (CCS) which included request/ issue submissions, documentation and a searchable knowledge base