Don Geoffroy Email & Phone Number

Responsible for leading the support business representation for the Middleware Business Unit. Through regular interaction and collaboration with senior members of the product business units and service management to ensure that supportability, product quality and general readiness issues are addressed prior to product launch. Provide strategic planning in support of new offerings, new concepts, and new ways to implement support for our existing support offerings

Responsible for leading a worldwide team of Technical Support and Field Service professionals located in the US, Asia Pacific, Europe and Japan. This 24X7 organization was responsible for delivering highly responsive hardware, software, sustaining engineering and solutions support. • Skilled at building and maintaining highly effective national and global support teams.• Effective partnerships with Sales and Product Marking groups to establish support strategies to meet new product release requirements.• Proven ability to develop key performance metrics to ensure support delivery goals are consistently met.• Effective at building cross-function partnerships with Engineering and Corporate Quality teams to drive product quality. • Adept at identifying and implementing effective process improvement initiatives to ensure consistent high level service delivery performance. • Proven customer-centric focused approach to service delivery that results in high customer satisfaction.• Skilled at managing critical customer situations and providing formal status updates to internal and external stakeholders.

Led a team of service professionals that provided remote and on-site support within the Americas. This team was comprised of support personnel located in two support centers and a Field Service team that was augmented by a third-party support organization. Team responsibilities included pre and post-sales support, professional services, and installation services for Stratus’ entire suite of products and associated operating systems including: HPUX, Microsoft Windows, Red Hat Linux, and VMware.

Managed two support centers responsible for delivering level 1 and level 2 support to the Americas customer base. Team included 33 Support Engineers who provided hardware and operating system support.

Represented Customer Service as a member of a new product introduction team. Established and managed a startup support team responsible for domestic service delivery and escalations from worldwide support centers.

Business

Education record