Jeff Egli Email & Phone Number

Sunnyvale, California, United States

-- First CSM to start program back in 2013. Program was established to ensure customers are maximizing value of Proofpoint solutions to achieve their business and security objectives.-- Created and implemented several Health Checks to measure customer configurations against Proofpoint best practices and show deviations in an executive summary table. Added several KB articles with links to quick videos and articles about how to use best practices. -- Serve as customer advocate and influencing product roadmap, Engineering and Product teams.-- Proven track record of handling customer escalations, balancing customer expectations, and negotiating successful resolutions.

San Jose, Ca

-- Implemented systems and processes to support end-to-end customer success from implementation to training, community, support and operations. This reduced operating expenses by $500k in the first 6 months.-- Managed a growing customer success team that provides service & support to a quarter of a million (250k) customers worldwide.-- Responsible for world-wide support/call centers in North America (NA), Singapore (APAC), and Germany (EU). -- Leader of Drobo’s 24x7 customer-facing support teams, including technical support, licensing and customer care teams worldwide (phone and web/email) as well as the support organization’s knowledge management (KB), social media, partner support and customer satisfaction (CSAT) programs.-- Responsible for creating and presenting customer facing Incident Reports, Root Cause Analysis Reports, Event Analysis Reports, and Quarterly Business Reviews in an effort to continually improve support offerings and product quality.

Redwood Shores, Ca

-- Lead the creation and management of the company’s first customer advocacy and critical situation programs with a focus on the largest and most strategically valuable customers.-- Focused on creating client satisfaction within Imperva’s top global customers and main liaison between those customers and internal stakeholders in Client Services, Sales and R&D.-- Recognized potential trends and worked with Engineering and Product Management to fast-track resolutions.-- Managed and communicated customer expectations, customer satisfaction issues (product, policies, sales promises, etc.) and conflict resolutions. --Communicated internal business process improvement recommendations to Imperva Management (CEO to VP level) on a weekly basis.

San Jose, Ca

-- Managed three technical support teams globally (27 direct reports) which included interviewing, hiring, termination, training, goal setting, evaluating performance, career development, salary and bonus administration.--Interfaced with Sales, Professional Services, Sustaining Engineering, Development, and other internal groups as necessary to discuss performance, requirements, and the advancement of business objectives. -- Managed vendor relations with LSI, DDN, Glassbeam and SalesForce (SFDC) to meet and exceed SLAs of 99.99%.-- Identified and quantified supportability issues and key support drivers, including issues that result in longer resolution times; develop actionable items to resolve them.-- Responsible for creating and presenting customer facing Incident Reports, Root Cause Analysis Reports, Event Analysis Reports, and Quarterly Business Reviews in an effort to continually improve support offerings and product quality.

Mountain View, Ca

-- Actively managed and participated in deployment, installation, and quality assurance of new infrastructure, software and services including network, security, server, operating system, and file storage. Provided recommendations for strategic improvements to infrastructure and plan for future enhancements. Evaluate and/or recommend purchases of servers, peripheral equipment, network hardware and software.-- Custom built production, staging, and QA environments including management of data center, technical service providers (ISPs), communication networks (voice and data) and all computer systems. Active board member of Bug Council which oversee’s bug tracking using Bugzilla/Problem Tracker.-- Sole Project Manager for high-priority subsystems monitoring and upgrades for all software/hardware solutions.

Milpitas, Ca

-- Managed all IT functions, services and standards related to the operation, performance, and availability of all associated systems, software and services.-- Provided technical expertise with regards to design, functionality, QA and implementation of proprietary software. Coach and train employees to use new software allowing individual attention and follow-up assessment.-- Established daily business objectives including staffing, HR functions, budgets, forecasting & data modeling. Also developed and maintained a professional working relationship with vendors, consultants and service-contracted companies (including facilities). -- Collaborated with CEO and cross-functional teams to plan, implement and manage department programs and operations ensuring efficient utilization of resources.

Santa Clara, Ca

-- Provided operational expertise with regards to design, functionality, QA and implementation of APX proprietary software for CAISO, ERCOT, MISO, and NEPOOL / GIS energy markets. -- Developed operational procedures relating to electricity scheduling, APX systems monitoring and operator helpdesk responsibilities. Documented and presented technical work flow of network, systems, and applications to Operations, New Hires, and other departments to understand the global picture and understanding of software.-- Served as the escalation point for cases requiring management involvement, provided mentoring to Market Operators on their professional development, and proactively managed the workload and administrative load. Met regularly with Operations Staff and individuals to provide feedback and assess performance, held regular reviews of escalated cases to document and enlighten staff of issues.

Redwood City, Ca

-- Provided Tier 3 support for the @Home network consisting of a dual OC-48 ATM & SONET backbone, OC-3 & OC-12 state and regional, and Point-to-Point Intra-city connectivity.-- Facilitated Technical Control Boards (TCB) to conference customers, internal groups, and Engineers into a common working environment to eliminate duplicate and erroneous trouble-shooting techniques.-- Participated actively in planning for new services, network upgrades, additional connectivity, capacity and topology changes in response to growing demand and shifting loads.

San Jose, Ca

-- Managed administration for all production services including: computer services, application servers, databases, remote access, LAN/WAN (routers, ethernet switches, concentrators), DNS, file and print services.-- Implemented and participated a Change Control Board which oversees network changes, maintenance, and software patches to production environment. -- Coordinated technical teams, scheduled projects, and completed data center upgrades and modifications. Data Centers included Globix, Equinix, UUNet, AboveNet, IBM, Verio, Level 3, AT&T, and XO Communications.-- Established monitoring and escalation procedures ranging from Technical Support Engineer (Level 2) to Network Architect (Level 5).

San Jose, Ca

-- Managed 24 direct reports which includes interviewing, hiring, termination, training, goal setting, evaluating performance, career development, safety policies, salary and bonus administration.-- Managed vendor relations (Microsoft, Netzero, EarthLink, Cisco, 3COM, TelSource, and ESSC) to meet and exceed SLAs of 99.99%. Interfaced with Market Services, Engineering, Development, and other internal groups as necessary to discuss performance, requirements, and the advancement of business objectives. --Planned and implemented goals, objectives and guidelines to establish effective program operation policies, procedures, plus benchmarks and key performance indicators (KPI).

Nas Alameda And Moffett Field

-- Qualified Aircrew & Plane Captain for C-130 outfit (VR-55) in Alameda and Moffett Field, CA.-- Held previous secret security clearance -- Honorable discharge

Bs, Systems Administration

Education record