Making open source work better for everyone.

Acquired Threat Stack in October 2021

Threat Stack acquired by F5 in October 2021

- 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 behalf of customers to drive resolution to reported issues and escalate where necessary- Identify customer use cases and collaborate with Product team on feature requests- Streamlined internal processes for managing customers at risk and increased cross-functional visibility

- 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 engaged customers on new features and products to identify upsell and cross-sell opportunities- Acted as main POC for customers on troubleshooting issues and removing roadblocks for successful implementations- Updated and enhanced documentation on customer facing support site- Analyzed customers’ technical environments and usage via Planhat to identify opportunities for engagement, optimization, and/or risk - Created and delivered Business Reviews (both on-site and remote) focusing on success against business outcomes and goals- Partnered with customers and internal cross-functional team to develop and promote case studies- Mentored, coached and trained growing remote team of CSMs providing guidance on new product capabilities and impact on customers’ deployments as well as customer success methodologies- Maintained 100% renewal rate for Enterprise customers including an 11% increase in ARR

- 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 feedback channels, including Slack, JIRA, and cross functional team meetings- Lead customized onboarding meetings, training sessions, and program reviews with development and security teams

- 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 processes by centralizing and creating workflows in SalesForce; implemented reporting to identify trends, problems, and drive change - Identified, proposed, and advocated for software improvements to streamline customer experiences; created and maintained prioritized repository of bugs and feature requests - Host routine and ad hoc status calls with customers to address needs and propose new solutions- Developed and Implemented Service Level Plans for customer segmentations

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.

- 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 SLAs are met and underlying problems are identified and addressed; also provided reporting results to upper management and cross-­functional teams for transparency- Responsible for recruiting, hiring, and training new employees and ongoing mentoring program- Reduced escalations to on­call teams by 97% while maintaining high level customer satisfaction rates- Improved team alert resolution rate by 11% -­ rising to 98% overall- Served as escalation point for major incidents on an on-call basis

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

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.

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 customer experience.

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.

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.