Leading our global team of 200+ Integrations technical support engineers and managers working to make ServiceNow customers maximally successful when automating or integrating our industry-leading platform with their other systems. For more information on our supported integrations program please see: https://www.servicenow.com/products/api-integrations.html

Defining and leading the Global Partner Support program at ServiceNow. Goals include process improvement/transformation to optimize the partner support experience through streamlining both partner and internal support processes while improving overall support effectiveness and efficiencies.

Pleasanton Unified School District Trustee for 13,000+ students in the district and helping to provide them the best possible educational experience alongside our great parents, teachers, Principals and support staff. Was Board VP for 2024 and now Board President for 2025.

Prior to May 2020, I led the Ellie Mae Premier Support which is a value-added service incremental to our base Technical Support organization. Premier Support is comprised of highly technical Engineers and Coordinators who work together to help support customers with their very personalized and market-leading approaches to their residential home lending business. Our Premier Support team aims to provide quick and reactive responses to customers while at the same time being proactive in all our customer communications, system engineering, advisory support and customer prioritization activities. We utilize exclusive tools and are always looking to provide customers with the competitive advantages they need in an industry where closing loans faster and more efficiently are key differentiators to greater automation, self-service and the best possible consumer loan experience.Since May 2020 I have been the architect for Customer Success surrounding improving the customer experience and efficiency of the Customer Support and Premier Support organizations. This unique role is designed to bridge Customer Success with that of Engineering and CloudOperations. As an example of this partnership we achieved significant 40+% gains in key performance indicators for loan operations and I am continuing to drive improvements in support tools for both customers and internal team members.

Responsible for 5 functions, $525M ACV, a $150M+ budget and a team size up to 1,200 people        - North America Contact Center Service Desk Agents & Dispatchers (125)        - Global On-site Field Technicians (620)        - Client Service Management (150)        - Proactive Solution Engineering (15)        - Remote Software Support Engineering for top customers & co-delivery partners (95)• Promoted within role from Senior Director to a VP after 2 years of exceeding KPI targets• Led product support for our Premium accounts and their application within large information technology (IT) mission-critical business applications, contact centers and telecommunication services • Executive sponsor for data-driven, customer-centric process improvement projects, e.g. Global Parts Dashboard• Management skills exercised included mentoring, metrics optimization, crisis management, multi-site operations, budgeting, finance, best practices, vendor relationships, business development, & organizational leadership• Accountability included services profitability improvement through engaging with other senior leadership on Services Transformation of the user experience to reduce costs while exceeding net promoter + CSAT targets• Transformation results: NPS up 31 pts, CSAT up 18%, resolution time down 50%, cost per incident down 57%, employee engagement up 12%, service delivery gross margin up 8 pts to help achieve corporate financial goals- Accomplishments: self-service, knowledge transformation, standardized tools, process simplification, automation & outsourcing through better collaboration, multi-channel support, remote diagnostics & revenue generation

Responsible for quality improvement programs and business operations for all product lines• Defined and led the measurement programs that helped significantly drive product quality changes which resulted in improved CSAT/Net Promoter scores and stronger market position

Led customer operations for service delivery with System Integration Global Account Partners such as CSC, HP, IBM, Dell plus 6 other accounts, each ranging from $3 - $50M ACV

Directed the customer service and account maintenance, service delivery, product and project performance for voice and data equipment as purchased by our global System Integrations partners for either an end customer or their managed network service offerings

Managed 2 project teams related to improving the Carrier VoIP software upgrade process and a re-design of the process for better CAST, operational cost efficiency and ROI• Won both a Lean Six Sigma Quality Award (2008) for Innovative Approach & CTO Quality Award (2007)

Drove a quality improvement plan to improve key performance indicators as defined by the customer's CTO office to help achieve best-in-class network quality; this program of work helped lift the customer from a #3 position to #1 in wireless data performance drive tests • Directed a team of 30+ project managers for customer operations in a $250M wireless operator account in UK, Germany and Ireland, including installation & acceptance and performance

Managed a team interfacing with key customer executives to maximize in-service quality of packet core networks with T-Mobile, AT&T, O2 and Vodafone• Oversaw the implementation and development of a 200+ person project (> $30M) spanning multiple development sites and which achieved global software deployment and acceptance• Controlled all feature content and financial implications (revenue and penalties) associated with product delivery including documentation, installation, training, and customer validation• Lead agile feature re-development (post-general availability) to re-factor billing /accounting and other critical features to achieve T-Mobile customer acceptance and replacement of our competitor’s equipment in the European market

Defined, implemented and launched a Wireless Service Management solution including a $3M joint-development effort with Accenture and Cap Gemini for wireless provisioning, accounting and alarming.• Directly led a team of 9 product managers charged with creating roadmaps, program management, lifecycle, P&L and gathering of customer requirements.