Supporting the National Science Foundation (NSF) Division of Information Services (DIS).Serve as the primary point of contact for Release and Incident Management across the entire IT Enterprise reporting to DIS Senior Management.Responsible for oversight and coordination of all software releases, infrastructure changes, and cross-project integration.Manage incidents and serve as the liaison among DIS Service Areas to escalate, coordinate, and facilitate troubleshooting of all enterprise issues.

Planned and managed the Enterprise Support Services readiness for new Veritas storage and high availability software. Represented the Support organization in multiple product teams and cross-functional initiatives to manage product release plans, develop strategy, communicate policy and resolve customer escalations. Communicated the product roadmap and defined requirements for staffing, training, and equipment resources. Presented quarterly executive reports on project milestones, customer experience, trends, and top issues and recommended business process improvements. Maintained project sites in SharePoint, and enabled products and knowledge articles in Salesforce and corporate web sites.• Contributed to the successful launch of 4 new product offerings in cloud replication, enterprise storage, high availability and data governance by defining the service model and enabling Support Teams.• Reduced Support costs as a result of continuous product feedback and enhancements during the Software Development Life Cycle (SDLC).• Planned and facilitated new product training for 50-100 participants via instructor-led, remote and e-learning methods, and improved training processes.

Provided Tier 3 technical support to customers of Veritas storage and high availability software on Windows Server and UNIX/Linux. Evaluated our products, processes and utilities to improve our support services, reduce costs and ensure customer satisfaction.• Produced quarterly reports on KPIs to drive operational excellence, quality assurance, product enhancements and process improvements.• Defined new tools and utilities to improve supportability and reduce call volume.• Designed and delivered new product training for Technical Support Engineers, Sales Engineers and Consultants via Webex.

Provided Tier 3 technical support to customers of Veritas storage and high availability software on Windows Server and UNIX/Linux. Evaluated products and processes to improve the customer experience and reduce Support costs.

Managed a team of technical support engineers delivering support to more than 2000 customers of Precise SRM storage management software for Window Server. Responsible for day-to-day operations, personnel management, training, escalation management and customer satisfaction.