Colin Mchugh Email & Phone Number

San Mateo, California, Us

San Mateo, California, Us

San Mateo, Ca, Us

Support and Cloud Services Leadership: -- Responsible to manage MBOs, annual reviews, promotions/increases, training plans, hiring and day-to-day operations -- Provide weekly Executive Summaries and present at Company meetings. -- Provide 7x24x365 for Product Support and Cloud Services for Critical/Production Down issues -- Point of contact and responsible for action plans and resolution of Critical/Escalated issues -- Manage Customer Support Portal for Distribution of Software, Documentation, Knowledge Base, Forums and Customer Case management Support Services: -- Responsible for managing Engineering Support Services teams both in US and Off-Shore (Chandigarh/Hyderabad India). -- Develop, QA and deliver product patches for “released” Product versions -- Redesigned Customer Support Handbook, Case Management Process Flows and Case Management Web-Portal to increase team and case efficiency -- Facilitate and manage regular meetings for Customers with high number of cases, escalated issues and/or critical timelines. -- Implemented per case Customer Satisfaction Surveys - In 2016 customer response has been 100% Satisfied-- Responsible to distribute software per Customer’s Licensing Agreements and responsible to assist with Maintenance Renewal process -- Created and Sold a NEW "SupportPlus" product offering to provide post Go-Live services for issues not covered by the Customer’s standard Maintenance AgreementCloud Services: -- Developed Cloud Services program from scratch partnering with Rackspace -- 80 percent of NEW customers would use STI's Cloud Services -- Typical customer model is to provide Dev, QA and Production infrastructure -- Cloud Services provides Production Infrastructure with High Availability with Hot Fail-Over for Applications and Database and optional Disaster Recovery services -- Services include On-Boarding, Governance, Deployment, Maintenance, Monitoring, Security and Monthly Services reporting

Dublin, Oh, Us

Supporting major customer accounts for Application Management Services and Hosting Services group.

Sterling Commerce acquired Comergent Technologies in January 2007. Major responsibilities include: - Managing Sterling Commerce's Support Services for the Multi-Channel Selling suite of applications. - Took lead role to drive the organization integration between Comergent's and Sterling Commerce's Support Services groups. - Grew Support Services organization to move towards a Global "Follow the Sun" 7 X 24 support model which included creation of a Bangalore, India Multi-Channel Selling Support Services team. - Owned the MCS role to move from Comergen'ts SalesForce.com implementation (SupportForce) to Sterling's Global SalesForce.com implementation (ServiceForce) .

Us

Managed Support Services through high growth period with a focus on: - Hiring talented resources and build organizational infrastucture to support new and existing customers- Creating support processes to improve and track Support Services efficiencies such as Case Response Time, Case Resolution Time and decrease Case Backlog and Case Escalations. - Improving cross-organizational communication and processes between Support and other organizations such as PSO, Engineering, QA, Hosting and Product Management. - Provide Sales with the Support Services products and assistance they need during the sales cycle- Maintaining high Customer Satisfaction

Us

- Responsible for managing all aspects of accelerated B2B and B2C e-commerce software implementations where the key focus is managing project costs, maintaining scope, managing project resources and meeting agreesive timelines. - Responsible for driving and creating new Professional Services SOWs to implement new functionality and increase the customer’s use of Comergent's products.

Walldorf, Bw, De

Technical Lead and Developer for several SAP implementation both US and Europe. - Experienced on several SAP modules including: Sales and Distribution, Materials Management, Warehouse Management and some Finance- Taught several SAP courses. Including: Introduction to SAP Architecture and Overview and several ABAP programming classes

Bethesda, Md, Us

- Implemented company-wide Material Tracking System (MTS) utilizing radio frequency with hand-held portable radio frequency scanner / computers.- Developer responsible for support and maintenance for Manufacturing applications. Applications included Shop Floor Work Instructions and Manufacturing Kitting applications supporting the Trident Ballistic Missile program