Leader of team comprised of over 150 technical support professionals (L1 to L3 technical support engineers & managers, Workflow Managers and Business Intelligence managers), operating on 24x7 basis across Americas, EMEA and APAC, accountable for servicing Maintenance Bookings of over $120M per Q. Business owner of global transformational projects, Data Management and BI initiatives for the Global Services organization. Principal point of engagement with external interfaces like IT, Product, Finance, Programs, Sales and Operations teams. Key projects and initiatives: ▪ Global Business Owner of Business Intelligence projects - accountable for architecture, definition, adoption, implementation of score cards and metrics systems. Increased operational efficiency over 20% and gained proficient expertise on various platforms (SalesForce and Siebel Analytics, Tableau, Hyperion, SAP, Excel, Avaya CMS, SQL amongst others). ▪ Global Workforce management implementation – Improved service delivery KPIs by 30%, gained experience on WFM solutions like Monet Software. ▪ Global Telephony system migration – Reduced downtime by 60%. Strategized creation and maintenance of comprehensive reporting framework for global teams. Gained experience on Avaya, CMS, OA and PBX infrastructure. Owned reporting frameworks pre and post project rollout. Project followed ITIL and ADKAR methods ▪ Global Technical Support Process Governance – increased employee sat by 20% globally, reduced time to roll out for global process changes by over 10%. ▪ Integration of EMEA Technical Support teams– contributed to over 20% of productivity increase. ▪ Supportability initiatives with Product Teams - influenced over 18% of our product improvements ▪ 3rd party Services vendors – primary Services stake holder on most OEM conversations and B2B collaboration agreements ▪ Implementation of first Close-Lost recovery framework – over $1M recovered in first 2 Qs. ▪ Supported a team growth of over 20% YoY.

Directly managed team comprised of over 100 technical support professionals that consisted of L1 to L3 technical support engineers & managers. Team operated on global basis under Follow The Sun service model. Offered technical support services across comprehensive product portfolio for all Citrix Networking and Mobility products. Consistently over achieved established KPIs around world-class customer experience, influence product adoption and enablement of skills and knowledge. Key Projects and Initiatives • Operational Review meetings with Product Teams – influenced over 15% of our product recommendations. • Integration of India and Americas Technical Support teams – reduced Operating Margins by 15% and maintained customer sat at industry leading values. • Global Manufacturing process improvements – improved RMA SLA attainment by 20% • Restructured teams from horizontal to a focused vertical functional approach - achieved over 20% increase on productivity.

Managed a team of 20 engineers (2 Managers) supporting EMEA Escalation and Critical Situation needs. Designed/Implemented the process of engagement between EMEA and the NA Escalation Teams. In charge of tracking, monitoring and regularly reporting on department operations, and closely managing critical customer accounts to develop path to issue resolution. Traveled regularly to meet Sales team and customers to gather their feedback and ensure fulfillment of their needs.  Introduced Quality of Service processes and team product specialization. Team grew over 60% during this term, with Escalation Engineers geographically dispersed on over 10 countries in Europe.

Based in Dublin, pioneered the implementation of Citrix Technical Support in EMEA. Started as Frontline Engineer and moved over time onto other positions like Frontline TechLead, Escalation Engineer, Escalation TechLead, DevAnalysis Engineer and finally Critical Situation Manager (or Incident Manager) for the EMEA Geo. My responsibilities included but where not limited to handling high severity cases for enterprise customers, defining code defects and code changes, liaising with engineering for fix creation and delivery. Provided support and coaching for newer tech support engineers, organizing and delivering training for new hires.

Specialized on backup devices, offering Technical Support to EMEA based customers. In charge of training and onboarding new hires for the FrontLine teams. Coordinating the interactions of our EMEA and NA Technical Support teams.