Led the US Support and Manufacturing operation, overseeing the building, installation, and support of PCI-DSS Audio Tokenization products, and Desktop Solutions.Starting in 2003, I helped build and then lead the Support team at Product Support Solutions, growing it from one person to a team of 30+ Engineers, all working remotely across the US and UK. After acquisition by Eckoh in 2016, the team continued to support the legacy support business, and added Eckoh CallGuard solutions to the mix, bringing the PCI Audio Tokenization Solution to customers throughout the US. Managed the transition from US Field Engineering staff to a Global NOC.20+ years of developing and managing staff in the US and UK. Hand on technical manager, trouble-shooting issues, training Tier 1 and Tier 2 Engineers, Incident and Problem management, US Telephony management. More than 25 years of industry experience in positions of increasing positions of responsibility in the Technical Support industry, with hands on experience at all levels.

Liaison between RND department and Tech Support Department - vetted all trouble tickets and aided in diagnoses and assignment to programmers.Maintained Periphonics Documentation package and utilities.

Led the Assigned Accounts Financial group, consisting of 5 Senior and Principal Technical Support Engineers.Directly supported the top two customers (by maintenance revenue). The group supported the top 8 customers.