• Monitored and reported on key metrics of call handling, escalation, and call management against set goals. Developing action plans to address items needing attention. This resulted in a reduction in the backlog of tasks by 40%.• Managed the organization’s hardware, from deployment to retirement. Ensuring all devices are deployed, tracked, maintained, updated, replaced, and retired according to organizational planning.• Defined the Asset Management Processes for hardware assignment, maintenance, and disposal. Working cross functionally to clarify needs and responsibilities. This resulted in the reduction of unaccounted assets and ensured requirements for proper handling and disposal were completed. • Initiated the documentation of team tasks and procedures to align processes and allow for consistent execution of them. This brought consistent experience to the users, improving customer satisfaction.

● Ownership and management ISO Processes for the handling of ITAR, CUI, NDA, and general data related to customer case work. Updating procedures as new requirements were redefined to maintain teams with appropriate training. Resulted in consistent service delivery and successful annual ISO Audits.● Coordinated activity for SO&S in Cybersecurity Maturity Model Certification (CMMC) project in conjunction with PTC Legal Compliance, IT and Cloud Services. Aligning procedures to meet the changing requirements.● Participated in the development of the SO&S Employee Recognition Program as a founding member and ongoing candidate selection committee member. The program’s purpose to improve team morale was met. Success saw it adopted by other organizations with the corporate structure. ● Redefined the top engineering roles to provide for increased levels for senior team members. Providing an outline of responsibility and required skills. This allowed for promotions within the teams, increasing morale, and removing the ceiling that had developed at Senior levels.● Developed an organizational training curriculum for each role , defining the skills needed and training required for each level from new hire engineer through senior manager within the operational teams. This improved morale by providing the framework for each role and the next steps throughout the curriculum.● Manage growth and development of team members within their roles. Achieving low attrition rate for team, fostering stability of organizational support models.● Coordinated North American support of PTC Windchill PLM and Creo product lines. Defining team SMEs and defining a cadence for team review and support. Decreasing time to resolution of customer issues through increased collaboration.

Managing Premium Services Technical Support Engineer Team

● Managed Technical Support Account Managers (TSAM) tasked with the role of advocate for named customers. Maintaining a regular cadence of contact points designed to identify customer needs and assist in the progress to resolution.● Managed QBR activities for accounts to validate status and roadmap for their upcoming activities for teams to be aware of.● Coordinated Escalations Managers, who were assigned as needed to coordinate internal response to customer issues. Maintaining a regular cadence of status to the customers and PTC leadership teams.

● Managing the deployment of the AT&T Connect Audio and Web Conferencing Platform providing the single point of contact for the customer for the implementation of the services.● Responsible for the coordination of all the projects related activity, starting with the kickoff of project meetings for informing the customer of project flow, milestones, and the gathering of business and technical requirements.● Function as the customers advocate throughout the process to internal groups when required to resolve customer issues and inquiries. ● Provide project closer and effective handoff of services to In-Life Client Support Teams. Ensuring the customer understands engagement procedures for support of the AT&T Connect services for their lifecycle with AT&T.

● Managed the financials for Microsoft LiveMeeting and Cisco WebEx Collaboration services including development of product strategy and roadmap. Resulting in an increase of ● Consulted with the sales management and teams globally for development of opportunities and programs to drive market share and grow attachment rates within existing customer base.● Provided web conferencing product and technical expertise in conjunction with the sales process for the design, configuration and implementation of customer solutions. ● Contributor to BT Conferencing RFI and RFP process in support of web conferencing services in coordination to present the BT value and service wrap around the services.● Managed the Operational Relationship regarding support coordination and escalations with Microsoft LiveMeeting and Cisco WebEx. Engaging appropriate resources in response to specific customer issues. Setting expectations and managing the customer communication process.