-Scaled the support organization from 25 to 75 team members over 3 years-Led an initiative to open a regional support office in 2017, reducing time to hire by 50% and introducing significant cost savings-Built an offshore team in Bangalore, India-Achieved 95% retention rate during 2017-Designed and built Talend's global support phone system (call flow, scripts, routing)-Led a major initiative to migrate ticketing systems (OTRS to Salesforce Service Cloud)-Established a global escalations team-Improved top box customer satisfaction by 11% in 12 months-Designed and implemented Talend's first NPS loyalty program-Designed and managed support operations and CRM improvements (integrations, SLA monitoring, reporting, dashboards)

-Managed day-to-day operations of Rapid7's frontline support team (9 to 11 employees)-Personally hired and facilitated training for 80% of the team-Achieved record-setting customer satisfaction levels during my tenure as manager-Managed high-profile customer escalations, going on-site to customer locations when needed-Designed and implemented an NPS Loyalty program, a first for the company -Redesigned the customer relationship survey from scratch to reduce bias and obtain actionable feedback; achieved record-setting customer participation levels in 2013-Performed relationship survey data analysis on a quarterly basis, presenting my findings to department heads and the executive team-Managed a project to implement product training webinars, working with multiple departments to facilitate the training material, lead generations, and operational aspects-Won the 2014 Silver Stevie Award for Best Frontline Customer Service Team (Technology, Computer Software Industry)

-Provided software and hardware support for customers using Rapid7's Nexpose and Metasploit products-Assisted with deployment recommendations and general information security program advice-Traveled on-site to work with customers for high-profile escalations-Resolved support cases that were escalated from Frontline; generally the 10% that were the most time consuming or technically complex-Trained new hires on product troubleshooting and networking concepts-Troubleshot issues related to our hardware appliances and Ubuntu Linux distro

-Provided leadership and technical guidance to 40 technical support engineers-Handled high-profile customer escalations-Troubleshot configuration of Cisco and Adtran routers used on customer T1, T3, and DS3 circuits-Gave advice to customers on configuration of DNS records, implementing changes where necessary-Supported uncommon legacy network connections (Naked DSL, ISDN)