P&L accountability with a portfolio of clients representing a 71%CM in annual software maintenance and subscription revenue equal to $1.5B. Globally responsible for customer/partner success and experience providing technical product/solution support for NCR software solutions on premise, remote and SaaS with transactional survey results north of 80%.+ Led 1200+ Software Solution Engineers in 27 countries w/12 Centers of Expertise+ Managed 385 FTE Digital Banking team performing Implementation, Delivery and Support+ Implemented simplified global solutions support process focused on ease of doing business+ Managed SWAT teams focused on executing our Customer’s Journey to Success mapping+ Implemented new process & technology to drive iNCRcredible Customer experience and loyalty+ Created Remote Assist – remote consulting services for upgrades, migrations and service packs.+ Ensure new products/solutions are reliable, available and supportable on a global scale+ Ensure best practices and “close loop corrective action” (CLCA) to improve software quality in an Agile world + Foster a culture of collaboration, innovation, simplification by driving for operational excellence+ Established robust transactional survey for CSAT in the Financial Services, Retail & Hospitality markets+ Championed the migration to new incident management system – ServiceNow+ Completed the integration/assimilation of Retalix and Radiant into the Solution Support team

Globally responsible and accountable for leading a high performance team focused on exceptional customer experience and success! P&L responsibility for Global Enterprise Support Services through SaaS, Managed Services, Cloud and on Premise product and solutions support for Enterprise Content Management in multiple industries including Healthcare, Finance, Manufacturing and Higher Education.+ Responsible/accountable for global strategy and operational delivery of support and services + Maintain a CSAT transaction score of 94% with a NPS score of 8.6 + Delivers 86% Margin on global support and managed services maintenance/subscription revenue+ Implemented continuous improvement focus for improved efficiency and productivity+ Implemented/executed Customer and Partner journey maps and strategies improving Employee productivity and the overall Customer experience and retention+ Successfully integrated acquired technologies w/centralize Support Services methodology+ Developed/launched framework improving morale and career opportunities + Turned around a truly tarnished reputation becoming the model organization inside Lexmark+ Created a collaborative global environment where innovation thrives and Customers & Employees are #1!

Globally responsible for customer/partner experience with 12 global support and escalation centers providing 24/365-problem resolution. Portfolio of clients represents $3.6B in annual maintenance revenue. + $125MM operational budget responsibility; improved overall operating expense by $1.3MM YOY.+ Managed 8 direct w/1025 indirect reports, utilizing Convergys, JTP (Japan) and Yudatek (China). + Outsourced lower level tasks, improving efficiency by 50%, saving $12.2MM annually in costs.+ International experience included US, Japan, China, Australia, Germany, Holland, and the UK.+ Improved overall transactional CSAT scores from 63% to 70% in 24 months.+ Implemented holistic problem resolution, improving first-action by 35% reducing costs by 15%. + Successful integration of LSI Storage support into the NetApp family+ Implemented global employee council to improve ESAT scores, + Implemented NTAP certification program @Wake Technical College & Wichita State College,

Vice President, Global Escalations Management (2008 - 2010)Developed/directed Global Escalation Crisis Team utilizing escalation ecosystem, structured framework, and processes with matrix-driven cross-functional internal collaboration and external multi-vendor environment. Developed and executed actionable crisis-recovery plans with 24/365 availability, achieving 100% referenceable mutual customer satisfaction. + Protected $2.5B in deferred maintenance revenue with $300MM operating budget.+ Managed 8 collaborative/cross functional senior directors, solving post-sale high risk issues.Vice President, Enterprise Support EMEA/India (2004 – 2007)+ $210MM operating budget, protecting ~$1.9B in deferred revenue in follow-the-sun strategy.+ Managed 10 direct/1,000+ indirect support personnel in 6 centers in Europe, Israel, and India.+ Assimilated Symantec, Precise, and VERITAS employees (1,150 FTEs) into productive team. Vice President, Americas Technical Support (2002 – 2004)+ $100MM operating budget; managed 5 direct reports and 545 indirect-report support engineers+ Managed client relationship for VOS (VERITAS/Oracle and SUN) collaboration center+ Achieved trusted adviser status attaining 90% satisfaction w/renewal rate 98% + Created global services release process, leveraging product lifecycle Lean/Agile methodology+ Improved RAS reducing support costs by 22% saving $11.3MM annually.+ Improved transaction C-Sat scores to 88% over 2-year period.+ Implemented efficiency metrics, reducing TTROS from 13.2 days to <24 hours.+ Upgraded training, processes, and technology, delivering 93% maintenance revenue CM.

Total oversight of Global Operations, including developing, launching, hosting and maintaining Internet presence referred to as “Store Fronts.” Responsible for commerce, content, context, communication, and compliance as measured by “clicks” and analytics for each commercial web site generating revenue on a subscription basis.+ Grew B2B space to 82 revenue-generating properties driving stock price to $250/share+ Grew headcount from 10 client service agents to 265 client facing agents+ Developed VERT hubs in Japan, Israel, and South Africa creating global e-Commerce.+ Member Board of Directors – South Africa.

Accountable for managing multi-country post-implementation Technical Support, Remote Consulting, PS collaboration, and Remote Migration Services for the SAP R2 and R3 application software and products in the Americas and Australia. + $1.25B revenue base accountability managing a CM in excess of 65% with 85% renewal rate.+ Grew Remote Consulting Services to $250MM w/migration services and Accelerated SAP.+ Managed 5 VPs w/1,978 indirect-consultants in 7 countries (US, Canada and Latin America) + Hosted and provided Managed Services for "mySAP.com"+ Achieved ISO 9002 certification reducing clients’ TCO by 20% through process improvement.+ Executed programs, improving C-Sat scores from 52% to 83% over 3-year period.+ Expanded service offerings to VARs, generating 36% ($120MM) in additional annual revenue. + Increased consultant utilization 90%+, reducing “bench” time and increasing revenue $80MM