-Spearhead technical leadership and support for high-value customers, enhancing account relationships and retention.-Develop and maintain strategic partnerships with key technology partners, leading to successful joint projects and integrations.-Serve as the primary technical expert for assigned accounts, providing tailored support and insights.-Foster robust relationships with technology partners, contributing to collaborative projects and alliance building.-Authored numerous public and internal articles, code samples, and knowledge base items, showcasing expertise and aiding in company-wide knowledge sharing.-Conduct regular reviews and proactive monitoring of customer accounts, ensuring optimal service health and providing insights to team members.-Collaborate cross-functionally with customer success, sales, and engineering teams to align strategies and enhance customer experience.-Recognized internally as a key resource for development skills, mentoring team members and leading by example.

https://pluginamerica.org/Plugin America has become the leading non-profit advocate for electric vehicle technology to address the many issues electric transportation can help solve. We can both reduce our nation’s dependence on oil and improve the global environment. Successful event and media rollout of documentary Who Killed the Electric Car. Plugin America put together electric car events at showings of the documentary nationwide. PBS viewers recently named Who Killed the Electric Car as #53 “Greatest” documentary of all time. Over the years the organization has produced many nationwide and local campaigns, including media outreach, conferences and shows. The last several years Plugin America has been producing National Plugin Day.

-Manage high touch and premium touch customers (All Over $100k ACV)-Creation of Success Plans-Onboard, engage and create relationships with customer team.-Early and proactive identification of renewal and adoption risks.-Identify key customer team members, champions and decision makers-Monthly meetings with customer team with some onsite visits.-Handle and direct escalations through support, licensing, etc.-Cross functional regular engagement with Sales, Renewals, Sales Ops, training, Product Management, Engineering and Shipping

-Project manage and implement new customer training, customer success and onboarding programs.- Design and implement Salesforce to Zendesk data migration.- Built Open Source Outlook Add-in which uses the Zendesk mail api to create cases directly from Outlook. Works around issues with official Zendesk add-in. https://github.com/dbr2hb/Outlook-to-Zendesk-Manage and mentor technical support team-review and recommend new case management software and KPI’s-design and implement customer surveys-Salesforce administration and development.

The Alfresco Premier Support Program, which is part of Customer Success organization, provides large enterprise customers with an Alfresco Service Engineer dedicated to the successful planning, deployment, and day-to-day maintenance of an Alfresco solution. Duties:-Manage, Mentor and coach team of Onsite, Remote support engineers and Technical Account Managers dedicated to specific strategic customers. Customers include several Fortune 500 companies and large government agencies. -Onsite visits with customers and participation in technical reviews and health checks with staff.-Active hands on technical participation in solving customer cases.-Provide backup technical support for staff. -Participation in cross functional and technical team projects.-Help identify additional sales opportunities at the customer. -Daily use of SalesForce for reporting, case management and regular review for improvement.-Quarterly Business Reviews with the customer.Achievements:-Member of the OASIS(https://www.oasis-open.org/) CMIS technical Committee. CMIS is a standard that allows code to be written that can be re-used across several content management vendors like Filenet, Documentum, Alfresco, OpenTex, Nuxeo and others.-Created statistical customer success presentation used widely throughout the sales organization.-Built reusable sample import data package for customer testing.-90% Staff product certification of at least one product with several having multiples.-Overall support case CSAT (Customer Satisfaction) scores are world class, but Premier support case scores regularly were even higher.-Regularly recognized for rapid Coordination of escalations between cross-functional departments of Support, Consulting and Engineering.Technologies used:Java, Linux, Tomcat, SQL, Oracle, MySQL, PostGres, JSON, Windows, API, CMIS, XML, Content ManagementMonitoring, development and other tools used like New Relic, App Dynamics, Jprofiler, Eclipse, VMware.

Documentum systems administration, support, maintenance of systems. Planning and implementation of upgrades and company projects. Documentum technologies in place are customized Taskspace, webtop, dfc, content server, input accel, DQL.

Plan, review, test and upgrade Documentum Systems including Content Server and xPlore index servers. Review and setup cleanup jobs. Resolve errors. Write test scripts. Assist with Documentum related support requests as needed. Build and implement testing scripts. Work with end users to complete User Acceptance Testing.

Develop Functional, Technical and Integration specifications based on user requirements for the Documentum Content Management system. Work with outside vendors on project integrations. Produce estimates and project timelines. Write code as required utilizing Java, docbasic, DFC. Write testing scripts. Design user guides and training. Provide user training. Fix user reported bugs as needed. Develop and deliver training. Projects included scanning solutions, Web service integrations, reporting jobs and both Webtop and Web Publisher customizations.