Claude Gauthier Email & Phone Number

Toronto, Canada Area

Small business acquisition in the commercial food equipment repair and service industry. We completed due diligence and successfully obtained funding. The process was quite interesting and educational. We built a strong team comprising of lending institutions, accountants, and lawyers. We also relied on mentors and colleagues with experience in SMB acquisitions. A fulfilling journey with a successfull ending!

Toronto, Ontario, Canada

I worked as a substitute teacher for the French public school board in the Greater Toronto Area. I spent time in both primary and high school environments. I took great pride in helping students with learning difficulties and enjoyed seeing them achieve new levels with anything from grade school reading to high school math.

Canada

Protect-IP designs and engineers network architecture for single site security systems and multi-site enterprise systems. They integrate access control, video surveillance, intrusion alarm and perimeter protection systems by selecting and implementing the best IP based technologies to meet your business needs.I led the operations for this fast-growing company. We implemented leading-edge processes and systems across product delivery and technical support to enable scalability while sustaining agility. We improved the culture and transformed teams to be customer-centric while developing strong partnerships with our sub-contractors and our clients.

Toronto, Canada Area

Led the field support operations managing 45 employees with 5 direct reports across Canada. I also had client facing accountability on behalf of 73 Field Engineers from our Service Partner and 11 Service Account Managers.We supported Canadian enterprise customers across verticals such as financial, telecom, government agencies, health care, manufacturing, pharmaceutical, education, energy, retail and service providers. I transformed the Services Leadership Team to consistently exceed our business goals. I provided leadership with problem resolution, re-occurrence prevention and customer communication resulting in client retention. Together we worked with our country wide sales team to mitigate risk to our Customer’s operation. Those contributions helped grow revenues 16% year over year in excess of $400MM.

Toronto, Canada Area

I led the Product Support Readiness program for Global Technical Support. We worked with technical support teams across 5 worldwide support centers to ensure their readiness to successfully support all new product releases. This included anything from a patch release to a major product launch.We developed a standard scalable process to manage and deploy new product releases such as vSphere, Fusion, Workstation with a reach to over 500,000 customers including 100% of the Fortune 500.We designed and implemented an online tracking portal (ReleaseTracker) to provide transparency for product release milestones. ReleaseTracker is used to deploy over 150 product updates each year.

Toronto, Canada Area

I led a team of Knowledge Champions distributed across 5 global support centers. Together with our peers we implemented a scalable, repeatable process for our knowledge management strategy across worldwide technical support with a span of 700+ support analysts. We designed and deployed a home grown application - KnowlegeToolbox to manage the workflow of knowledge base articles from inception to the publishing phases. The tool also manages the workflow of edit requests from clients and support analysts to ensure technical accuracy and publishing standards.

Greater Boston Area

I managed partners who provided global technical support for EMC’s Clariion (CX) product line supporting EMC customers worldwide. We negotiated partner contract terms and conditions including SLAs, penalties, bonuses and price per service request. We implemented the standard EMC processes across Partner operations.My first assignment was to oversee the operations of Siemens Business Services (SBS) in Mississauga, ON (Jul 2005 – Dec 2006). We successfully deployed the inaugural multilingual support center (10 languages) for EMC CX products.My second assignment was to oversee the operations of Patni Computers in Mumbai, India (Jan 2007 – Dec 2007). Together we successfully transitioned CX support from onshore to offshore with oversight for infrastructure setup, formal training and onsite agent mentoring program.

Greater Boston Area

Together with 2 other Black Belts we launched the Six Sigma program across Global Services which consisted of over 4000 employees. I drove improvements and savings through Black Belt projects while I mentored Green Belts through their own projects. I worked with the Lean Six Sigma PMO to develop consistent training programs and a standard project deployment methodology.I also served as a Six Sigma instructor teaching over 200 students.

Greater Boston Area

I led the C4 - Configuration, Code and Change Control team which consisted of Technical Support, Program Managers and Technical Writers across Massachusetts, Ireland and Japan.We implemented EMC's inaugural knowledge-base with supporting processes for worldwide remote support. We designed, implemented and managed the EMC global change control program achieving a 98%+ success rate across hundreds of EMC product changes weekly.We collaborated with Engineering and Manufacturing to improve product reliability/serviceability. We developed and deployed a standard operating process for the Root Cause Analysis program which drove problem prevention enhancements across all EMC products.

Greater Boston Area

I was a member of the Config Group - the top level of support for the Symmetrix (VMAX) product line. We worked directly with product engineering on code enhancements. We developed the curriculum and taught the 1 week Advanced Symmetrix Configuration class – over 200 students trained worldwide

Ottawa, Canada Area

I was an onsite technical support specialist for the EMC install base in Ottawa, ON. I collaborated with the Ottawa sales team to grow the install base. I also served as the Symmetrix configuration specialist for EMC Canada.

Ottawa, Canada Area

While at StorageTek (was STC, then STK, then Sun bought STK, then Oracle bought Sun), I was an onsite technical support specialist for the Ottawa install base. My roles included Co-op student through to the Senior Customer Engineer role.

Electronics Engineering Technology Coop French, Electronics

Six Sigma Black Belt Certificate, Project Management