Technical Services combines CrashPlan's Enterprise and Small Business Customer Support teams, along with Documentation, Customer Education, Professional/Implementation Services and Technical Account Management.Responsible for maintaining effective Technical Support, Professional Services, Documentation, Customer Education and Technical Account Management for all internal and external CrashPlan customers by utilizing in-depth knowledge of Code42 products and services.Responsible for resource planning, process improvements and overall leadership of CrashPlan's Global Technical Services Team. Responsible for teams in the United States and the United Kingdom.Serve as an executive to help press forward important customer and company centric initiatives.Develop and Lead a team of sophisticated professionals covering project management, project delivery, training and support services.Participate in key decisions maintaining a consistent, in-depth working relationship with the CEO, CISO, CFO and other senior executives.Identify, innovate, and execute ideas to improve service delivery and customer retention. Lead and manage annual and interim budgeting and forecasting cycles.Manage the design of an organizational structure adequate for achieving Technical Service goals and objectives.Coach, mentor, provide feedback and improve the skill set and productivity of the Technical Services team.

Technical Services combines Code42's Enterprise and Small Business Customer Support teams, along with Enterprise Cloud Management, Professional/Implementation Services and Technical Account Management.Responsible for maintaining effective Technical Support, Professional Services and Technical Account Management for all internal and external Code42 customers by utilizing in-depth knowledge of Code42 products and services.Responsible for resource planning, process improvements and overall leadership of Code42's Global Technical Services Team. Responsible for teams in the United States, Germany and the United Kingdom.Serve as an executive sponsor to help press forward important customer and company centric initiatives.Develop and Lead a team of sophisticated professionals covering project management, project delivery, training and support services.Participate in key decisions maintaining a consistent, in-depth working relationship with the CEO, COO, CFO and other senior executives.Identify, innovate, and execute ideas to improve service delivery and customer retention. Lead and manage annual and interim budgeting and forecasting cycles.Manage the design of an organizational structure adequate for achieving Technical Service goals and objectives.Coach, mentor, provide feedback and improve the skill set and productivity of the Technical Services team.

Code42's VP, Cloud Operations is responsible for leading strategic planning to achieve business goals by identifying and prioritizing development initiatives and setting timetables for the evaluation, development, and deployment of services for the implementation of robust cloud-based infrastructure and services. The VP, Cloud Operations is also be responsible for the oversight and day-to-day management of the Cloud Operations teams and vendors to ensure that the architecture can support the growing and changing needs of the business.Responsibilities include:Lead and grow a worldwide team including hiring, retaining, and motivating teams and individuals to devise, commit to, and achieve certain operational and innovation goals.Manage multi continental co-located or dedicated data centers handling all aspects of space, network, power, cabling, racks, storage, data destruction. Experience with international expansion and the costs, risks and nuances of opening data centers in other countries.Own fault tolerance, redundancy, auditing, reporting, monitoring.Maintain detailed knowledge and observance of regulatory aspects, contracting, partnerships and procurement.Directly manage agile process for both operations and product development, engineering, architecture, and support.Analyze and cost compare the trade-offs and risks associated with the use of private cloud infrastructure, AWS, or other hybrid solutions.Manage complex operations, models, governance risk and compliance implications.Implement durable and scalable processes, tools, and automation.Develop and support strong cross-functional partnerships with Technical Support, Security & Compliance, Development, QA, Product, Customer Success, and Corporate IT

The Customer Experience Team unites Documentation and Customer Champion Technical Support. We are committed to providing the best possible experience and have set out to delight our customers at every opportunity. We have the highest quality products that possess thorough, easy to understand documentation all supported by the Code42 Customer Champion team.Responsible for maintaining effective Customer Support and Documentation for all internal and external Code42 customers by utilizing in-depth knowledge of Code42 products and services.Responsible for resource planning, process improvements and overall leadership of Code42's Global Customer Experience Team. Responsible for teams in the United States and the United Kingdom.Serve as an executive sponsor to help press forward important customer and company centric initiatives.Develop and Lead a team of sophisticated professionals covering project management, project delivery, training and support services.Participate in key decisions as a member of the executive team and maintain a consistent, in-depth working relationship with the CEO, COO, CFO and other senior executives.Identify, innovate, and execute ideas to improve service delivery and customer retention. Lead and manage annual and interim budgeting and forecasting cycles.Manage the design of an organizational structure adequate for achieving Customer Experience goals and objectives.Coach, mentor, provide feedback and improve the skill set and productivity of the Customer Experience team.

Responsible for resource planning, process improvements and overall leadership of Code 42's Customer Champion Team. Additional responsibilities include:Build strong relationships with customers for new business development opportunities. Manage hiring, training, retention and performance of the CrashPlan Customer Champion team. Develop strategies to increase the quality and efficiency of support to all customers.Monitor business and process metrics to measure and manage customer service effectiveness. Ensure all customer inquiries are handled in an accurate and timely fashion.Collaborate with sales and marketing to maximize revenue opportunities in an effort to maintain customer loyalty.Responsible for leading the operational activities and services encompassing the development of protocol, budget and employee development for the Customer Champion TeamPartner with Human Resources in the development/revision of department policies and procedures, as well as participate in the planning of employee engagement activitiesDrive productivity improvements through the application of consistent performance management, technologies, etc. to meet service goalsAnalyze current and historical data/trends, apply staffing forecasting models to ensure effective utilization of resourcesMonitor and improve morale through application of effective leadership, management and coaching skills, and recognition of team performanceDirect the implementation of training/skills to ensure competency levels for all rolesActively seek out innovative methods to improve efficiency in meeting client service level agreements

Direct a team of highly skilled Support Engineers, evaluating performance, providing leadership and professional developmentDevelop strategies, procedures and training plans to improve performance, efficiencies and collaborative practices between development, services and various support organizations.Maintain high level of technical competence; aptly able to break down complex technical discussions into easily understood entities.Lead discussions on resource planning ensuring headcount levels are adequate in US, EMEA, India and Australia. Maintain responsibility for helping to create yearly resource plans for 60+ individuals in Oracle ECM Support. Present monthly Team Meetings with metric overviews, including: incident backlog analysis, Customer Satisfaction, timeliness of responses, and overall effectiveness of engineering staff. Communicate important updates throughout all of ECM Support - specifically maintain oversight of 27 engineers and 1 manager.Establish and execute acquisition strategy to consolidate, merge and streamline practices of acquired organizations.

Facilitate, lead and instruct graduate students on Managing in an Information Technology agePresent, lecture and teach students about Information Technology and various technical tools utilized within the industryMentor, assign and grade students on technological understanding paying special attention to accuracy and thoroughness

Mentor a team of product support engineers, evaluating performance and providing assessmentsDevelop strategies, procedures and training plans to improve performance and efficiencies.Provide assistance with various technical issues pertaining to the Stellent software products involving any given implementation or environment.Present technical and non-technical information to a wide variety of audiences.Organize productive meetings with a wide range of attendees.Present technical information at Stellent’s Crescendo (Global Users Conference) once yearly (2005 and 2006)

One-on-one interaction with clients supporting all Stellent products on any given platform.Code extensions to the software to meet the customization needs for clients.Handled Internal, Developers Support and general Advanced Support issues in a timely manner, under a strict escalation policy.Various on-site technical visits for clients that were encountering show stopper issues

Provided project consulting for a team establishing e-commerce capabilities for a video supply chain.Managed client relationship and provided primary point of contact between project team and client.Ensured product quality.Coordinated development schedule.Managed any problems and issues between the client and project participants.Designed and developed business strategiesDeveloped business requirement documentation, business process flows and descriptions, user interface designs, and other development guideline documentation.Identified data requirements in business processes Research:Provided information in the form of written and/or oral presentations.Researched market leading CRM vendors and their strengths and weaknesses to present market trends to project teams and clients.Assisted in new business development and opportunity research efforts with Managers and Partners.; Developed application systems using e-Business technologies. Demonstrated competency in UI Design, Object Oriented programming, Java application programming, Java Beans, Servlets, Java Server Pages, building XML documents and processing them with Java, HTML, JavaScript, database concepts, SQL information access, testing techniques, debugging skills, oral presentation skills, group facilitation and team leadership abilities