Responsible for providing technical support and expertise for FlashBlade products within EMEA region. Including assisting with installations, troubleshooting, and ensuring optimal performance of storage solutions for clients. Crucial role in maintaining the high standards of service and reliability that Pure Storage is known for, contributing to the overall success and satisfaction of their customers

Lead two teams of technical support engineers across different locations, ensuring smooth operations and deliveringexceptional service to Microsoft VIP clients. Directly communicating with Microsoft stakeholders, managing tight deadlines and KPIperformance, and actively involved in recruitment and process improvement initiatives aligned with SMART goals for team success.

Managed multiple customer service teams, optimizing processes and workflows to enhance efficiency and customer experience.Provided guidance, mentorship, and coordinated deliverables to ensure accuracy and quality. Proactively identified and addressedroot causes of defects to drive continuous improvement.

Provided specialized training to new hires, equipping them with the skills and knowledge to excel in their roles.

Led multiple tech support teams virtually, continuously improving processes and sharing best practices to enhance the customerexperience. Successfully met performance targets while fostering a collaborative team environment.

Managed a virtual customer service team, enhancing performance metrics and implementing strategies to boost customersatisfaction. Mentored potential candidates for management roles, successfully transitioning them into team manager positions.

Effectively led a team of 5 tech support agents, ensuring seamless operations and delivering exceptional customer support whilefostering a positive team environment.

Demonstrated advanced knowledge and expertise in virtual tech support as an SME, resolving complex technical issues and sharingbest practices with colleagues

Consistently provided high-quality technical support for digital and devices products in a virtual environment at Amazon.