Director, Global Customer SupportHire and manage a team of frontline and escalation engineers. Act as liaison between Sales, Professional Services and Engineering to ensure customers receive clear action plans for technical escalations. Collaborate with channel teams to ensure partners understand the overall support process and procedure. Ensure that bugs are appropriately triaged and prioritized based on the customers’ needs.▪ Revived and grew a support organization to achieve a… Show more Director, Global Customer SupportHire and manage a team of frontline and escalation engineers. Act as liaison between Sales, Professional Services and Engineering to ensure customers receive clear action plans for technical escalations. Collaborate with channel teams to ensure partners understand the overall support process and procedure. Ensure that bugs are appropriately triaged and prioritized based on the customers’ needs.▪ Revived and grew a support organization to achieve a global presence.▪ Project managed and launched a knowledge base.▪ Implemented a weekly triage process with Development, Product Management and Customer Experience.▪ Rolled out a release management process and transitioned it to Development.▪ Implemented a global on-call program to ensure that there is a clear follow the sun process.▪ Created and integrated a support-escalation path for internal customers to escalate day-to-day support issues.▪ Developed new support services to enhance the needs of different regions.Director, Training and LearningManaged a team of three training managers and one training coordinator that handled external training for external customers.▪ Hired a training coordinator and two additional training and learning individuals to develop content to support our partners and SEs.▪ Maintained an excellent CSAT score from all of our learners.▪ Worked with the training and learning team to drive adoption of the Deep Instinct product. Show less

Hired and managed a team of staff to principal support engineers. Acted as liaison between Sales, Professional Services, Engineering, and Consumers to ensure customers received clear action plans for technical escalations.▪ Collaborated with the Development team on product enablement.▪ Improved efficiency and performance by creating an internal knowledge base for the Global FortiSIEM technical teams, in addition to establishing a new onboarding program for new hires.▪ Worked… Show more Hired and managed a team of staff to principal support engineers. Acted as liaison between Sales, Professional Services, Engineering, and Consumers to ensure customers received clear action plans for technical escalations.▪ Collaborated with the Development team on product enablement.▪ Improved efficiency and performance by creating an internal knowledge base for the Global FortiSIEM technical teams, in addition to establishing a new onboarding program for new hires.▪ Worked closely with Product and Engineering on a new product introduction and ensured all customer facing teams are up-to date on the new release.▪ Developed a bug, Request for Enhancement, and Technical Escalation process in collaboration with Development to ensure proper triage.▪ Upskilled and upscaled the engineering team to include more senior engineers. Grew the team from Tier 1 and Tier 2 associates to Staff and Principle-level engineers.▪ Fostered a collaborative global culture by facilitating regular meetings with regional leaders to promote ongoing communication and knowledge exchanges. Show less

• Lead team of twenty-eight including program managers, customer advocates and critical incident managers.• Built the global customer advocates team to deliver seamless customer experience.• Contributed to overall Horton Works and Cloudera integration programs around support operations and customer escalations.• Participated to internal audits and addressed identified gaps with our global customer escalation process.• Mentor managers for them to lead and scale their respective… Show more • Lead team of twenty-eight including program managers, customer advocates and critical incident managers.• Built the global customer advocates team to deliver seamless customer experience.• Contributed to overall Horton Works and Cloudera integration programs around support operations and customer escalations.• Participated to internal audits and addressed identified gaps with our global customer escalation process.• Mentor managers for them to lead and scale their respective teams. Show less

• Lead a team of nine global level one Customer Operations Engineers.• Built the global program managers team to manage the overall service requests process with our field teams. • Developed training program to enable the team to grow into becoming Senior Customer Operations Engineers.• Created customer touch points regarding dissatisfied surveys to help identify customer satisfaction trends.

Splunk is a data analytics company that collects and provides analysis of machine data. They have since expanded their products to cover the IT, Security, IoT and Business Analytics space. Key responsibilities: • Developed Splunk Support Voice of the Customer program working with Confirmit and SFDC. • Analyzed data and developed strategies to significantly improve customer satisfaction and present it to the executive team.• Lead the Proof of Concept with Gainsight and… Show more Splunk is a data analytics company that collects and provides analysis of machine data. They have since expanded their products to cover the IT, Security, IoT and Business Analytics space. Key responsibilities: • Developed Splunk Support Voice of the Customer program working with Confirmit and SFDC. • Analyzed data and developed strategies to significantly improve customer satisfaction and present it to the executive team.• Lead the Proof of Concept with Gainsight and worked with the team to ensure a successful implementation. • Collaborated with other external organizations to identify customer experience best practices.• Recognized as the key subject matter expert for Support operations and IT business development • Managed a global customer service agents team who help drive revenue recognition.• Evaluated potential customer success tools to help drive internal adoption. • Enhanced the customer escalation program within support. Show less

Arcsight was a cyber security product which is now owned by Micro Focus. ArcSight provided a large scale data security analytics and intelligence software for SIEM (Security Information and Event Management) and log management. Arcsight became a subsidiary of HP in 2010 and eventually merged with Micro Focus in 2017. Key Responsibilities: • Lead global support team with eighty employees across three regions.• Managed a multi-million-dollar budget and completed a capacity… Show more Arcsight was a cyber security product which is now owned by Micro Focus. ArcSight provided a large scale data security analytics and intelligence software for SIEM (Security Information and Event Management) and log management. Arcsight became a subsidiary of HP in 2010 and eventually merged with Micro Focus in 2017. Key Responsibilities: • Lead global support team with eighty employees across three regions.• Managed a multi-million-dollar budget and completed a capacity plan aligned with the business growth.• Met regularly with key customers worldwide to establish relationships and drive customer renewals.• Ensured that support revenue growth continued to flourish at a consistent rate year over year.• Supported the growth of a Global Premier Support offering from four to nineteen paying customers.• Successfully collaborated on cross-departmental projects with Sales, Marketing, Professional Services, Development, and Finance. Show less

Key Responsibilities: • Managed a team of twenty technical support engineers and customer advocates.• Led the integration and change management process between ArcSight to HP support. • Managed strategic enterprise level technical escalations to resolution.• Implemented and coordinated the training programs for Support Engineers • Implemented our global company survey to measure customer satisfaction• Established Federal and Enterprise customer Support… Show more Key Responsibilities: • Managed a team of twenty technical support engineers and customer advocates.• Led the integration and change management process between ArcSight to HP support. • Managed strategic enterprise level technical escalations to resolution.• Implemented and coordinated the training programs for Support Engineers • Implemented our global company survey to measure customer satisfaction• Established Federal and Enterprise customer Support program.• Developed the career path of several employees to ensure their success within Professional Services, Education and QA• Recognized as the FY09 Sales Club recipient. Show less

Key Responsibilities: • Built a successful customer advocate organization to be a liaison between the technical support engineer and the customer base.• Implemented key processes for order management, customer on-boarding, licensing and revenue recognition.• Successfully project managed and developed content for the download server project for internal and external customers.• Implemented a regional On-Call process for the Federal and Enterprise customer base

Siebel Systems was a software company that specialized in CRM (Customer Relationship Management) applications. It was acquired by Oracle in September 2005.