Manager of Dynamics 365 online services EMEA business, with a team of 50+ engineers (FTEs and partners), delivering great support experience to our customers.Highlights:• Achieving CSAT (customer satisfaction average) of 4.7+ over 5, consistently over the fiscal year• Successfully driving the cultural change in the team, with a sharp focus on our customer needs and following the "Model, coach & care" framework • Leading and implementing the new collaboration model for the global Dynamics 365 EMEA team with focus on ownership and accountability that is resulting in MOM improvement on customer experience.• Hired and onboarded more than 55% of the team in the last year, getting them performing at top level in less than 4 months.

• Site Manager - Local people management of the team in Spain: Hiring, work place management, budget management, communications management.• Engineering Lead – Part of the wider Engineering management team working on items such as open source compliance, process documentation, escrow, capital planning, skills and readiness planning.• Hands on Functional/Project Management in Engineering – with focus on the Valo Product Family.

When AT4 wireless was acquired in 2012 by Keysight technologies, I took over the Global support team at Keysight, taking over a new team of support engineers spread across the globe in locations such as Japan, Korea, China, Taiwan, Scotland, Germany and the US west coast.Highlights:• Keysight Acquired AT4 wireless in August 2012 and I successfully led the integration of the Procurement, Manufacturing, Sales and Support teams into the multinational company. (Meaning people, tools & processes)• During global acquisition, I instilled a culture of belonging and openness through change management.• Implemented several initiatives to increase customer satisfaction level to 9.2/10 and to reduce issue resolution time to 5 working days for more than 80% of the reported issues.

Key accountabilities at this position included service delivery planning, order fulfilment (procurement, testing, shipping and deployment of test systems at customer location), quality assurance and technical support management. Supervised a team of 19+ technical support engineers (field support & escalation support engineers) in Europe, Asia and North America. Highlights:• Created a new support business line in Taiwan from scratch when the company opened a subsidiary in the country. That way we were able to overcome the challenges of the time difference and the language barrier. I was then responsible to hire and train the support engineers and to create the processes and set up the tools for the new team. I was relocated in Taiwan for a period of 1 year to accomplish the task, while remotely managed the support team in Spain.• Implemented the same process for NA, where we created a support line, this time without the need of being relocated.

- Worked directly with wide range of internal and external customers to provide technical expertise for Company’s RF systems.- Provided training to customers ,partners and new hires.- Assessed, documented and resolved customer issues via phone, e-mail, WebEx and on site consultation. - Communicated directly with sales, product management and development engineers as required.

- RF designer & test case developer.