Melissa Mcdermott Email & Phone Number

Boston, MA, US

Making open source work better for everyone.

Seattle, Washington, US

Acquired Threat Stack in October 2021

Boston, Massachusetts, US

Threat Stack acquired by F5 in October 2021

Burlington, Massachusetts, US

- Manage, support, and advocate for portfolio of 20+ Strategic Enterprise customers in their Cloud Native Security management journey via regular calls, touchpoints, and value adds- Coordinate onboarding activities which include onsite and remote on-premise and SaaS implementations and support on-going deployments and upgrades- Act as internal advocate on.

- Developed success plans to meet customers’ critical success criteria, met or exceeded metrics for success, identified potential risk, and provided recommendations on Open Source Software Management and Security best practices- Served as product expert to deliver trainings and demos to engineering and security teams on SaaS solution and API; proactively.

Burlington, Massachusetts, US

- Managed 2M+ ACV in SMB market (~150 accts) driving adoption, renewals, and customer satisfaction- Identify and support upsell and cross-sell opportunities with customers in multiple segments - Optimized Customer Lifecycle by improving documentation, identifying value drivers, and customizing presentations - Advocated for improvements through internal.

London, GB

- Coached and managed newly formed team of 3 Success Associates and 2 rotating Co-Op Support Specialists- Bridged gaps between Support, Sales, and Product teams and influenced cross-functional transparency - Create customer usage reports and organize customer account information to aid in renewal activities- Monitor support queue; streamlined support.

Mountain View, CA, US

I volunteered to guide non-profit organizations in implementing Google Apps. I evaluated existing environments, created project plans for data migration, and recommended solutions to streamline processes. I also developed and presented customized trainings to non-profit teams and coordinated Go-Live activities.

Mountain View, CA, US

- Managed 24/7/365 Systems Operations Center (SOC) team of 20 operations engineers responsible for handling customer support as well as monitoring for all internal Linux based systems in multiple data centers- Enforced Change, Incident, and Problem management processes across operations according to policy- Created and tracked performance metrics to ensure.

Cambridge, MA, US

Transitioned to Manager, Enterprise Technical Solutions Engineer after ITA Software was acquired by Google in April 2011.

Cambridge, MA, US

I led high-touch operational and technical support for key strategic airline and OTA (Online Travel Agengy) customers. I collaborated with cross-functional teams to advocate for customers, develop unified SLAs, and provide customized reporting to enhance customer satisfaction.

Cambridge, MA, US

I developed and implemented a comprehensive Change Control policy for production impacting maintenances. By evaluating change requests for impact and risk, I ensured smooth operations and provided timely notifications to customers. Additionally, I created metrics and analyzed reporting to make data-driven improvements, reducing future risk and enhancing.

Cambridge, MA, US

I successfully resolved customer support calls and emails, ensuring prompt and satisfactory issue resolution. I also proactively responded to alerts from multiple monitoring systems and documented issues using a ticket tracking system. Additionally, I took the initiative to lead a project that revamped documentation and improved the team's resources.

Clifton Park, NY, US

I led a dedicated team in providing top-notch customer service to web hosting clients. I developed and implemented the company's first Help Desk training program, ensuring new employees were equipped with the necessary skills to excel in their roles. Additionally, I documented and enforced support policies and standards to ensure SLAs were met.