Elevated underperforming projects to a modern level of engagement by establishing a new community, implementing a new search engine, and reworking error codes. Improved frontline routing and reduced call volumes by implementing an AI-based solution. Advised customers on major issues, saving hundreds of days of team labor and maintaining a 99%+ satisfaction rate. Revitalized Commvault’s Customer Support function, identified gaps during a third-party audit, independently improved issue taxonomy, developed content, and partnered with internal teams on implementation, reducing incoming calls by ~30%.Highlights of accomplishments in this role include:• Oversaw translation vendors with monthly costs of $15-20K and reduced expenses by introducing a step to confirm customers' translation needs and transitioning to a less expensive vendor, resulting in monthly cost savings of ~$10K.• Increased customer satisfaction by handling proactive issues better, resulting in fewer upset customers and minimum data loss and security issues.• Created a community post during the Log4j security vulnerability that received 50K+ views, reducing thousands of related incidents and demonstrating a proactive approach to problem-solving.• Reduced call volume by 5% and grew the customer base to 7K+ members within a year by engaging in direct and peer-to-peer issue resolution on a new SaaS-based Customer Support Community.• Redesigned error messages for the top 100 error codes, resulting in a 15% decrease in error-related calls.• Created a new product classification model, resulting in a 75% increase in efficiency in classifying products.• Deployed a new SaaS-based federated search engine, Coveo, and curated content for customers based on their issues, reducing customer effort by 50%.• Improved incident routing accuracy from 30% to 80%, slashing time-to-route by 50%.

Optimized a global team of 30+ Frontline members in the US, EMEA, and APAC by introducing a Midline team to bridge the gap between Frontline and Backline, resulting in a 75% increase in incident closure rate and a 10-second reduction in answer time; Frontline closed 25% of all created incidents.Highlights of accomplishments in this role include:• Launched support for Hyperscale Appliance, the company’s first major hardware offering and a $500K per unit product, by creating support and implementation processes and an onboarding system, resulting in sales of 100+ units and multiple promotions of team members to Tier 1 positions.• Offshored Frontline responsibilities to India, maintaining high-quality service delivery while reducing costs.• Improved customer chat experience by introducing a menu-driven system, boosting chat volume by 3x. • Reduced expenses by consolidating vendor groups from 4-5 to one, resulting in 20% cost savings.• Implemented a training schedule and paid time off opportunities for contractors, improving retention and giving 9-12 months of experience to move them to a Tier 1 role.

Led team growth to 15+ engineers, balancing schedule for appropriate coverage during peaks and flows. Improved customer satisfaction and call resolution by implementing additional standard operating procedures and bringing in eager technical personnel, maintaining 99%+ customer satisfaction.Highlights of accomplishments in this role include:• Implemented a new team structure, reducing ticket handovers and improving call resolution by 20%.• Ensured consistency in following standards amongst all teams, creating a culture of collaboration and accountability to raise underperforming teams.• Authored a handbook for Frontline employees, resulting in consistent training and routing of issues to appropriate personnel, even for a team not under direct supervision.• Supervised high-performing team of 10+ Tier 1 & 2 customer support engineers.• Developed new hire roadmaps for technical training and designed technical profile surveys to identify team expertise and plan targeted training to fill knowledge gaps.

Oversaw the Technical Quality of the Server Group in the Support Organization, ensuring smooth functioning of daily operations. Executed Backup Supervisor responsibilities to ensure data integrity and minimize downtime. Managed multiple ESX servers in the VMWare lab, conducting team testing and troubleshooting to enhance system reliability.Highlights of accomplishments in this role include:• Boosted team productivity by streamlining processes and coaching underperforming team members. • Conducted rigorous testing of all Service Pack releases before customer access, preventing potential system failures and minimizing related call volume by 25%.• Developed comprehensive documentation of server features and provided training to team members to ensure standardization of procedures.• Mentored Tier 1 and Tier 2 engineers, fostering their professional development and improving their technical skills.• Managed VMware lab of ESX servers, resulting in increased customer satisfaction through testing Service Pack releases before customer release.• Coordinated the Support Expertise Team to achieve high-level performance in providing technical customer support, transitioning from a support role.• Collaborated with the development team to enhance online product documentation, significantly boosting page visits.

Spearheaded training and documentation efforts for the concept of data aging, resulting in improved product quality and easier troubleshooting for colleagues. Demonstrated initiative and willingness to share knowledge, ensuring that peers and colleagues were equipped with the necessary understanding to perform their roles effectively. Stepped up as backup supervisor when needed, displaying reliability and leadership qualities.Highlights of accomplishments in this role include:• Promoted to Technical Quality Manager role for attention to detail and effective communication skills, competing against eight more technically qualified individuals.• Documented Server Team features and provided training and mentoring to engineers, contributing to the team's overall productivity and knowledge sharing.• Collaborated with the development team to deliver technical customer support for the Commvault product suite within SLA, resulting in improved customer retention and satisfaction.• Recognized for outstanding performance, receiving the Engineer of the Quarter award multiple times.• Recognized with Quarterly Performance Award for outstanding contribution to the organization's success.

Various Customer Support and Project Management roles at numerous Pharma orgs in New Jersey.