David Magera Email and Phone Number

-Passionate leader dedicated to managing technical teams and driving individual success.-Grew, established, and currently manage a team of approximately 50 security support professionals in IBM's Security portfolio.-Cultivated a high-performance team culture emphasizing collaboration, skills development, leadership growth, and people-focused management.-Leader in developing and implementing support strategies and processes to enhance customer satisfaction and operational efficiency.-Mentored and developed emerging leaders within the team, fostering a pipeline of current and future managers.-Recipient of the IBM Eminence & Excellence Award in December 2020 for leadership achievements.-Promoted to Senior Management level in 2019, recognizing outstanding performance and leadership capabilities.

-As a Channel Support Manager, I was responsible for identifying, onboarding, and managing IBM's Primary Support Provider (PSP) community. PSPs are resellers who deliver 1st and 2nd level technical support for a diverse range of IBM products, including IBM Analytics, Security, Commerce, ECM, and Watson brands.-Collaborated closely with executives and management from Channel Sales, Channel Operations, Support Operations, Product Management, Legal, Digital Sales, and Value-Added Distributors (VADs) to identify and drive new business opportunities in DACH and Central Europe.-Managed PSP application reviews, approvals, onboarding processes, enablement, and program revalidations, ensuring a seamless experience for partners.-Owned critical situations and escalations for business partners, addressing both sales and technical issues to ensure prompt resolution and continued satisfaction.-Drove the PSP Software and Support (S&S) revenue stream for DACH and Central Europe through strategic planning and execution.-Developed and implemented new initiatives and strategies to advance the PSP mission and enhance partner engagement.-Communicated new initiatives, best practices, and program changes through global webinars, conferences, and business partner meetings, ensuring consistent and effective messaging.

-Mentored and supported the L2 & L3 support teams of a new IBM acquisition as they transitioned into the IBM support model and implemented IBM's support infrastructure-Worked closely with support\development management and executive team in meeting the challenges of a high volume, high profile and business critical software rollout

• Developed, implemented and managed Support Metrics process & tools for multiple L2 Support teams• Provided metrics support, analysis and mentoring to Industry Solutions L2 EMEA Management• Managed the quarterly training budget for multiple L2 EMEA Industry Solutions support teams• Provided escalation support and technical mentoring as a senior member of L2 ECM support team

• Responsible for the day to management of the Upgrade\Install support team which provided Premium Support services for partner and IBM services teams engaged in complex on-site installations and upgrades of FileNet ECM software• Ensured that services were delivered as contracted• Scheduling and reviewing project & technical architecture plans for FileNet ECM Installation and Upgrade projects• Selling and administration of Premium Support contracts to business partners engaged Installation and Upgrade projects

• Senior support engineer providing Premium Support services for partners and services teams engaged in complex on-site Installations and upgrades of FileNet ECM server side software• Reviewing project\architecture plans of Enterprise Content Management Installation\Upgrade projects• In addition to being a FileNet product SME, the role required a working knowledge and on-going training of various Database (Oracle, MSSQL, DB), Web Server (Weblogic, WebSphere, Jboss), OS (Windows, Solaris, HP-UX, AIX), HA/DR, LDAP and cross-brand IBM technologies

• 1st and 2nd level phone & email support for wide range of Enterprise Content Management (desktop and server side) products• Required on-going training and familiarity with a wide range of IT technologies including SAP, Java, OS (Windows, Solaris, HP-UX, AIX), Database (Oracle, MSSQL, DB) and Web technologies• Duties included tracking and management of cases, contributing to the internal knowledge bases and maintaining a high level of customer and partner satisfaction

- Oracle Database Support & Administration (Contract)

- Technical Analyst for the internal IT Helpdesk

• My role was to manage and train new-hire technical support agents for an initial 4 week period• I prepared and delivered ongoing technical training for all Iomega product support agents (approximately 30 staff) • I played an active role in creating and developing the internal technical training plan which was rolled out globally across the company