Leading all aspects of the VSAN support team.

Global technical support for all Brocade Technical Assistance Centers and Remote Technical Support Engineers in EMEA and the Americas. Additional experience in managing the global supply chain team and site executive lead for the Broomfield CO building.

Director Technical Support EngineeringResponsible for Critical Customer ProgramIdentification, development and implementation of new automaton services for Brocade Global Support (TBN).Re-define and implement new escalation process.

Managed Sun Microsystems global escalation process across all lines of business. Hosted a weekly global executive call covering Suns most critical Customer situations. Responsible for taking actions and driving resolution across the company.Responsible for all aspects of the Service organization reporting. Provide Service trend and real time data to Service executives.Developed a new methodology for data capture and reporting across lines of business.

Situation Management Director: Responsibilities included:SMI Governance over Sun's Customer Intensive Care process, connected implementation of Sun storage product, case automation. Developed cross line of business Control Board for Critical quality issues.(Daylight Savings Time)Global Command and Control Center Director: Developed a global control center to drive best practice throughout the call centers and field for all new high-end products. Identified quality or procedure issues, developed process to resolve them, successfully deployed and measured the process through to completion.Identified as one of Services top directors. (DT20).Americas Technical Center (ATC)(ASSEs, Ecache):Successfully reorganized and consolidated the highest level technical resources within the America regions. Developed special procedures for new product installations and support of Sun high-end systems. Expanded the process to a virtual global team, leveraging best practices and proximity-based response procedures to reduce cost while expediting support to critical customers.North American Escalation Center Manager:Managed critical escalation team for North America. Responsibilities included; development of a rapid response process for entire SMI product line with limited resources.CSO Project Executive:Negotiated new master agreement between Sun Service and Amdahl Corp. Managed Amdahl as a strategic alliance. Developed engagement process, all aspects of service delivery including high level escalation, single point of contact for SunService field management throughout North America. Increased Sun Service revenue by $4M while reducing the Amdahl/SunService cost model. Received VP outstanding contribution award in November 1997 Program Manager 2:Introduced new products and provided support readiness for North America and Australia field and call centers. Insured support requirements were in place prior to First Customer shipment of products.

Managed Service Branches in Northern CA and NV. Including San Francisco, Oakland, Concord and Sacramento CO.Responsible for full P&L.