Lead a team of engineers that is the final escalation point for Linux workloads on Microsoft Azure, with operational responsibility for Azure Linux Escalation in the Americas. In addition, I own the Linux Academy, consisting of push swarming, pull swarming, and Linux instruction, to Make Linux Part of the DNA.

Work with some of Infor's largest and most influential customers, delivering business value to clients by:* Partnering with them to achieve their targeted business outcomes in the adoption and expansion of hybrid and cloud implementations of CloudSuite Financials and Supply Management, and Enterprise Asset Management, among other solutions.* Orchestrating support of their critical issues* Serving as an advocate within Infor for their business concerns and as a conduit for feedback on existing and new product capabilities and service offerings.

Seeking a Director role leading in Technical Support, Customer Success or IT Operations.

Led a team of Customer Success Managers and Advocates (CSMs/CSAs) to deliver proactive, reactive and account management support services for enterprise security customers, with a focus of enabling customer success and improved security postures, and delivering contracted services.• Developed proposals to improve Services gross margin by increasing revenues and reducing costs.• Coached CSMs on building deeper customer relationships and applying customer success.• Drove improvements to enable greater consistency in delivery and operational efficiency.• Mentored team on changing business delivery model.

Americas lead for 10 Relationship Managers, recovering at risk implementations across the Dynamics product lines, characterized by executive escalations and/or threats of litigation. Recovery included technical assistance and negotiated settlements. Partnered with other regions to drive consistency and results. Also led Professional Direct, a global managed support offering for Microsoft Cloud services (Azure and CRM Online), managing two vendor managers and 25+ delivery managers.• Led transformation of CRT business to increase focus on eliminating systemic issues, improved partner accountability and enabled deep business insight.• Led CRT, which secured $10.6M in new revenue and $19M in cost saving during FY15.• Doubled Professional Direct business to 450+ accounts• Partnered with Offerings team on improvements to Professional Direct program and expanded CRM Online coverage to Japan and rest of Asia.• Managed operational and settlement budgets for a total of $8.5M, as well as internal support contract and Business Investment Funding program for customer recovery.

Global lead for 17 Relationship Managers, recovering at risk or failing customer implementations across the Microsoft Dynamics product lines, characterized by executive escalations and/or threats of litigation. Also built the North American Customer Success Manager (CSM) practice for Dynamics, chartered to maximize customer success in lighthouse accounts, drive references and renewals, and build deep business relationships. CSM organization included 4 CSMs and 6 vendor employees. • Implemented KPIs, operational score card and monthly business review for CRT, providing operational insights and enabling more efficient use of resources.• Managed operational and settlement budgets ($9.6M) and internal Premier support contract.• Collaborated to define required CSM business model and skill set.• Hired and on-boarded 5 Customer Success Managers (CSMs).• Engaged with field sales leadership to position CSM role and build partnerships.• Envisioned CRT operational and impact strategy, and reporting solution.

Managed a team of Support Escalation Engineers for Health Solutions, covering Microsoft Amalga, Vergence, ExpreSSo and Microsoft Healthvault., and two Technical Account Managers specialized on MS Health solutions.• Transitioned incubation team to standard support processes, reducing labor per incident while increasing customer satisfaction.• Built rapport with sister organizations, recovering relationships and streamlining joint processes.• Transitioned support business to new joint venture, sharing expertise on systems, processes, products and customers, keeping existing team focused on customer care and service delivery while ensuring seamless business transition.

Managed a team of engineers in top support tier for MS SQL Server. Team focus is three-fold:* Resolving new or unsolved complex issues.* Providing training, documentation and triages to improve frontline readiness.* Improving supportability of current and future versions of SQL Server and associated technologies (XML, JDBC, Windows DAC, ADO.net, ...).Leading a program across Commercial Technical Support to accelerate growth of essential escalation skills for select Support Escalation Engineers.

Managed the performance, professional development, and morale of up to 16 Engineers and Technical Leads providing developer support related to Microsoft database technologies.• Implemented development plan to ramp existing Support Engineers to Support Escalation Engineers (SEEs), resulting in 7 new SEEs, significantly more than any other team in the group.• Mentored India’s DSD managers on case reviews, employee development, and 1 on 1’s. Delivered triages on Customer Recoveries, Premier, Development Plans, and Advisory Cases.• Attained strong manager feedback results. • Managed DSD’s 3rd Tier Support, aligning support process with service offering.

Owner of support relationship with enterprise customers for Microsoft Corporation, managing service usage, coordinating support resources, escalating cases and partnering with the customers' IT leadership to ensure successful use of Microsoft Technologies.• Provided technical and process planning and guidance to customers.• Worked proactively to prevent support issues, stabilizing environments and reducing support needs.• Drove re-use of proactive information within the Premier organization via international distribution list.• Developed presentation for customers transitioning to Premier Refresh.• Led Premier Central Region's training and represented Central Region in the Premier US Training Advisory Board.• Assisted management with workplace health via the Las Colinas Employee Advisory Team, • Mentored two TAMs, one at request of Central Region Director.• Member of the Great Lakes District’s JVM Remediation Team, planning for mitigation of JVM licensing issue.

Owner of support relationship with enterprise customers for Microsoft Corporation, managing service usage, coordinating support resources, escalating cases and partnering with the customers' IT leadership to ensure successful use of Microsoft Technologies.• Co-developed Active Directory Overview workshop, later leveraged for customer deliveries.• Mentor to Latin American TAMs (LATAM) and presenter for LATAM internship program.• Developed 1-day workshop to drive proactive deliveries for TAMs, delivered in Venezuela and Peru.• Ran proactive DL to facilitate collaboration between TAMs on proactive mailings.• Recovered key enterprise account and guided delivery of two Supportability Reviews (AD and Exchange).• Led project with MCS and the SQL product group to fund and deliver an MSDE 2.0 upgrade script, which the product team plans to leverage for future needs.• Collaborated with MCS developer to develop patch update script in early days of Slammer outbreak.• Central Region Training Lead and first TAM on Premier Training Advisory Board.• Developed consulting opportunities at three enterprise customers..

Owner of support relationship with enterprise customers for Microsoft Corporation, managing service usage, coordinating support resources, escalating cases and partnering with the customers' IT leadership to ensure successful use of Microsoft Technologies.• Managed a diverse scope of support issues covering Windows, messaging, systems management and desktop productivity suites.• Instructed NT Critical Problem Management and Network Monitoring Analysis workshopsAlso delivered ad hoc consulting to clients.

• Supervised eight network engineers supporting more than 2,000 users.• Managed four client accounts and day-to-day operations in support of local area networks.• Chaired the joint forum between LAN Services and the Oracle Database Administrators.• Setup and supported MQSeries service offering.• Managed Year2000 compliance project for LAN products.• LAN representative to divisional Systems Management committee.• Recognized twice at division level for contributions to business units.

• Managed four accounts for an internal network consulting group.• Served as the technical LAN resource for client developers and analysts.• Developed Service Level Agreement for clients.• Managed small to mid-range projects.

• Supervised 7 PC technicians supporting 800+ end-users.• Provided Level III support for Lotus SmartSuite, Oracle client, and Windows NT/95.• Served as Divisional representative to Lotus-IBM and NT Information Sharing Forums.• Evaluated Systems Management Server (team member), with focus on electronic software distribution. Also provided user support for pilot; identified bug requiring Microsoft fix.

• Supervised up to 30 personnel in medical device manufacturing operations, both manual and automated assembly lines, in positions of increasing responsibility• Reduced personnel-related process deviations from 4.4 per month to 2.8 per month.• Delivered $1.1 million in cost savings per annum as member of department supervisory team.

Served in positions of increasing responsibility, starting as a 2nd Lieutenant and completing service as a Captain.• Planned and directed logistics and international relocation for 300-person aviation unit.• Managed annual budget of $600,000 as Logistics Manager.• Supervised 20 personnel and managed maintenance of 8 helicopters.• Planned, directed and executed aviation operations in the United States and Central America.