• Manage and develop Technical Support Services providing product support to customers on six Continents via direct support and managing Partner and OEM support relationships.• Define and execute tactical plans for maintaining greater than 95% Customer satisfaction and achieve greater than 90% annual Software Support Agreement renewals.• Perform administrative duties including compensation evaluations, performance reviews, expenses, travel, and scheduling.• Accept and resolve escalated customer concerns.• Act as advocate for customer desires and concerns regarding product direction.• Achieve and maintain ISO 9001:2000 certification of Technical Support processes.• Liaise with Engineering, Quality Assurance and Product Management.• Act as an escalation resource for Sales Engineers and Professional Services Engineers to provide assistance on architecture, workflow design and field generated custom integrations.

• Manage day to day operations of Technical Support Services team ensuring SLAs are met and exceeded.• Act as technical escalation for highly complex issues.• Facilitate interaction between Engineering, Quality Assurance and Technical Support to ensure delivery of fast, effective support.• Interact with Product Management to provide product direction based on customer issues and concerns.

• Dedicated to contract for Microsoft Corporation Product Support Services, Enterprise Platform Support group to provide technical and professional leadership to a team of escalation level Support Engineers for the Windows Performance group.• Review Support Engineer cases for technical assessment and process adherence in addition to direct involvement during customer engagement through walk-up technical assistance.• Ensure adequate staffing levels were in place to respond to inbound escalation calls.• Provide new staff with Microsoft EPS core training and Windows Performance specialty training.

• Manage production Local Area Network for offices across Canada and support outsourced Wide Area Network solution.• Provide leadership and guidance to a team of 5.• Work with Corporate Security department to plan and implement security measures.• Monitor firewall and network management systems for failures and security violations.• Manage server infrastructure along with in-house and third party services.• Manage all technology and facility aspects of corporate disaster recovery centre.