Dale Miller Email & Phone Number

Sunnyvale, Ca

Manage two teams of Service Managers and Resident Engineers providing premium support to two large cloud providers. Ensure all customer deliverables are met on time and unplanned downtime is minimized. Provide regular customer updates on current issues and aware of customer business needs for future growth of their business. Work closely with Sales teams, engineering and other support teams to ensure products and support meet or exceed customer expectations and timelines.

Sunnyvale, Ca

Grew a team of Customer Success Managers and Technical Account Managers to formalize Business Critical and Mission Critical wireless support for Fortinet’s largest customers. These customers were in Hospitality, Education, and Healthcare industries which require high availability, high density, and bandwidth intensive wireless networks.• Created kickoff presentations to ensure customers understood expected deliverables.• Held regular status meetings and Quarterly Business reviews to ensure customer satisfaction.• Single Point of Contact for customer issues and internal communication to resolve customer issues.• Collaborated with Professional Services and Sales to create new business opportunities.Transitioned acquired company, Accelops (now FortiSIEM) TAC into Fortinet operations and processes

San Jose, Ca

Served as the single point of contact for all Cisco support issues for a large US base financial customer. Ensured Cisco’s and Customer’s business goals and objectives were met and/or exceeded. Managed a direct staff of 20 engineers & program managers and matrix managed a team of ~15 contractors. • Ensured seamless support for all subscription and transaction services provided by Cisco while meeting customer‘s business goals and objectives for financial success.• Managed ~$25M P & L while maintaining 50%+margin goals. • Collaborated with the Product Sales and Service Sales teams to become the “trusted advisor” to provide solution alternatives to various customer business issues, such as “bank of the future”.

San Jose, Ca

• Helped design and modify Focused Technical Services premium support model, an internal startup differentiated from standard Cisco TAC support model, to provide more custom and responsive support to Cisco’s largest Fortune 500 Service Provider and Enterprise customers. Managed the High Touch Technical Support Team of ~250 Customer Support Engineers providing break-fix support for Cisco’s Largest Service Provider and Enterprise customers, 7 x 24 x 365. Geographically dispersed team across worldwide centers in Dallas, San Jose, RTP, NC, Toronto, London, Bangalore and various other North American locations. • Grew overall FTS team revenue from $30M annual revenue to $250M+ annual revenue, with 50%+ margin goals. • Created and managed a team of ~20 outsourcers in Halifax, Nova Scotia and a team of nine outsourcers in Gurgaon, India. Reduced annual outsourcer costs by $1,250,000, through negotiation and cost avoidance.• Team had highest customer satisfaction of any Cisco Customer Support Team (4.7+ on 5 pt. scale) and provided initial Severity 1/Severity 2 resolution times of up to 10X faster than standard Cisco support model.