As the Director of Customer Support at ZOLL Data Systems, I am a strategic leader who guides and empowers my organization to excel on the front lines of customer support. With a strong focus on delivering exceptional service, I have played a pivotal role in developing and implementing the department's vision, mission, and objectives.By driving key results, action initiatives, and processes, I have equipped my team with the necessary tools, data, and organizational structure to achieve outstanding customer support outcomes. I prioritize providing guidance and fostering a customer-centric culture, ensuring that my team has the necessary resources and support to deliver exceptional technical assistance and managed services.Through collaborative leadership, I have had the privilege of driving the design and implementation of efficient support systems for a diverse suite of 15+ enterprise/SaaS/mobile EMS, firefighting, dispatch, and billing software solutions. These efforts have empowered my dedicated team to effectively serve approximately 5,000 customers in North America, successfully handling and resolving a substantial volume of cases and tickets on a yearly basis. One of the achievements I am proud of is my contribution to ensuring a consistent and exceptional customer experience through the successful integration of two acquisitions in 2019. Through careful oversight of the migration process for people, processes, and systems, I worked towards facilitating a seamless transition and harmonization of support operations. As a result, we witnessed improvements in customer satisfaction and enhanced service delivery. It is truly rewarding to be part of a team effort that positively impacts our customers' experiences with every interaction.

I am passionate about leading well as a coach and mentor, with an aptitude for problem solving and a heart for fostering a positive culture. I lead a team of new consultants for cloud ERP financials (GL, AP, AR, FA) planning and implementing cloud ERP using modern best practices. We work closely with customers to maximize their investment in ERP Cloud Application Software (SaaS) by partnering with them from pre-sales through post go-live (Land, Expand, Adopt, Renew). Responsibilities included customer success through successful quality implementations, ensuring projects are delivered on time and according to plan. Brought a focus on quality service delivery, top line growth and customer satisfaction, along with functional and consulting skills development.

Lead a team of engineers who deliver 24x7 techno-fucntional support for Oracle ERP Financial products including Financials, Project Portfolio Management, and Risk Management. Develop the vision, goals, priorities/tactics and work alongside the team to accomplish them. Ensure high-quality customer service and ongoing functional and technical skill development. Collaborate with Cloud Operations to manage production incidents in real time, with emphasis on timely and thorough problem identification and customer communication. Partner directly with customers from C-Suite to end user: resolving high-profile escalations and issues, improving the customer experience and driving initiatives that increase their likelihood of success on our Integrated Cloud Applications. Partner with Implementation Success Managers and Customer Success Managers to optimize customer success and provide insight, review service requests and enhancements, and help communicate and manage priority and outcomes. Engage with Product Management, Cloud Strategy, and Development to translate customer needs into a better overall product. Recognize trends in customer feedback and escalate issues within Oracle.

Operational and Strategic management in Application Support for JD Edwards. Emphasis on success of others, from customer success in implementation of software, success of global teams in collaboration relationship building and knowledge sharing, success of individuals in challenging and mentoring to grow skills and talents. Projects include facilitation of Community growth in specific product areas; Quality improvement in Service Requests through SR Quality Tools and assessment process; Sharing knowledge with peers in management community via teach times and recorded sessions on best practices.

Proactive leadership, decision-making, and operational management in a dynamic technical support environment. Lead and prioritized for customer satisfaction and operations/team performance management excellence. Managed escalations through communication, expectation setting, and facilitation. Provide training, performance coaching, and career development planning for a team of highly technical and successful support engineers. Ensure resource/skills coverage and manage workloads for 24x7 global support. Highly attuned to behavior patterns, work processes, technological requirements, and motivation.

Motivated, curious, and ambitious. Strong troubleshooting skills. Provided excellent customer management and communication. Database experience (Oracle, MS SQL, DB2, DB2UDB). Operating system experience (Windows, Unix, Linux, System i). Web Server experience (IBM WebSphere, Oracle Application Server, Weblogic). Genuine commitment to customers and customer service. Certifications included IBM Websphere administration and Certified Support Professional (Service Strategies). Specialized in JAS, Web Install and Administration, WebSphere, J2EE, System Administration, and CNC.

- Instructional designer, curriculum developed using the ADDIE model.- Technical trainer, delivered instruction to customers, partners, and employees who were implementing JD Edwards ERP software.- Project manager for development of new courses on web strategy and installation and administration of web servers.