Manage daily operations of a global team of support engineers providing 24x7 technical support.

• Manage Mid & Long-term Critical/Hot and Customer Satisfaction escalations which impact: - Revenue-driven functions such as Sales Orders, Contract Renewals - Process-driven functions such as R&D PDLC, Ops, RMA & Logistics, Professional Training• Manage Critical Situations from the time that the critical issue was identified to the time that all outstanding issues related to communication, root cause, and prevention have been completed.• Facilitate Technical Resolution Channel by reviewing, assisting with, and tracking service ticket progress. Assist on service ticket closure to meet business objectives of key support metrics.• Closely manage and monitor assigned ‘hot’ accounts, working to address customer concerns quickly and effectively to move them off of ‘hot’ account status.• Escalate technical issues to Level 3 Support & Engineering team and facilitate and expedite RMA & Logistics process.• Primary liaison between customers, 3rd Party Vendors, and DDN cross-functional teams of Sales, Marketing, Engineering, Operations, etc.• Drive External & Internal Communication Channels by conducting daily/weekly meetings with DDN technical teams. Create, manage, and distribute daily/weekly status updates to customers, Account team, Technical team, Support, and Engineering Management. • Report status of Critical Situations to upper level management. • Participate in improvement of Product Development Process through Root-Cause-Analysis, Engineering Change Order, Technical Service Bulletin, and test case escape loop back process, etc. Work closely with Operations and Engineering to assess any product quality issues or trends and contribute to continuous improvement in product quality.• Develop customer-facing document templates such as Incident Reports, SLA Metrics, etc.• Report progress in both problem resolution and subsequent problem avoidance for customers who have experienced a critical case situation.

• Primary point of contact and chief liaison between 8 corporate customers and across internal departments to provide program management and support in the areas Engineering, Operations, Quality, Compliance and Marketing for this Fortune 500 enterprise data storage products corporation. • Essential member of sales team generating $35M+ in revenue annually. • Key facilitator in establishing and maintaining new client and business partners accounts. • Successfully absorbed and managed 30% more account responsibility during 2013-2014 after co-worker’s retirement.• Collaborated with customers, as well as cross-functionally with numerous internal departments and management levels within a 13k employee organization, to develop and successfully execute multiple simultaneous and time-critical technical and business projects. • Arranged and directed weekly conference calls with multiple customers and upper-level management to pinpoint, action and resolve complex issues across various internal departments, and identify more proactive processes.• Daily collaboration, prioritization and decision-making with internal Engineering teams to drive ongoing and upcoming technical projects and programs according to best practices.• Key interface between customer and NetApp Operations to transform business and facilitate varying flexible business models for evolving OEM (Original Equipment Manufacturer) landscape.• Enthusiastic and tireless advocate, exemplifying a trusted advisor role to drive high-stress issues to resolution, ensure high customer satisfaction rates and retention, and promote ongoing sales and success. • Customers: SGI, Cray, Alcatel-Lucent, BlueArc/HDS, Actifio, Raid Inc., NEI, Quantum.

• Collaborated with OEM and Technical Support Team daily to investigate and document complaints; identify critical situation triggers; manage escalations, customer expectations and deliverables; formulate and drive concise action plans; and resolve issues in a timely manner and to customers’ utmost satisfaction. • Facilitated a communication bridge between OEM, 30+ end-user customers, Engineering, Hardware and Software Development, Failure Analysis, Quality and Test via email and conference call.• Worked with other members of the Crit-Sit Team to develop innovative metrics and reporting structures to identify trends and opportunities for improvements in products and processes.• Advised Executive Management daily via a continuously updated spreadsheet of open critical situations, and monthly via an executive dashboard summary.• Acted as a periodic after-hours escalation resource (Duty Manager) for issues that required management assistance. • OEM Customer: IBM; Multiple End-Users such as Wal-Mart, Kohls, Celgene, Raytheon, Acxiom

• Utilized strong customer relations skills and communication fluency by acting as the primary liaison between 12 emerging OEM customers, internal Operations and contract Manufacturing departments. • Consulted daily with additional internal departments including Engineering, Tech Support, Sales and Marketing to resolve cross-functional issues presented by multiple customers and satisfy their evolving product and service requirements.• Instrumental in driving logistical changes during manufacturing transition to Flextronics Mexico.• Conferred daily with contract manufacturer to manage open customer orders in all capacities including prioritization, production, invoicing, shipping and expediting.• Collaborated with internal Sales/Customer Team to:o Ensure accurate forecasting of product materials o Review and negotiate customer contractso Create and manage product improvements or changeso Identify unsatisfactory order and shipping procedures and implement effective solutions• Customers included: SGI, Cray, BlueArc/HDS, Harwood International, Raid Inc, Raytheon

• Sole service salesperson in the corporation, generating $3M+ total annual service sales revenue by promoting the concepts of service and support to customers, preparing quotes and negotiating maintenance contracts for hardware and software parts and services necessary to support enterprise data storage products. • Continuously developed and maintained strong working relationships with 80+ customers, resellers, distributors and end-customers, as well as product sales team, to increase service sales revenue annually.• Took lead responsibility between customers and internal 24x7 Technical Support team to resolve entitlement, shipping, delivery, warranty, and contractual issues and escalations related to service delivery and support.

• Generated sales revenue in outsourcing of essential business functions for this national payroll, tax, time and attendance, benefits administration and human resources service and solutions provider. • Developed and maintained relationships with over 50 CPA's and bankers for exchange of client referrals.• Completed intensive continuing education and training for building rapport, probing for needs, presenting solutions and closing the sale.

• Built strong customer relationships that continually resulted in increased sales revenues as a result of identifying and providing solutions for evolving customer requirements for this 8-branch value-added reseller and solutions provider of computer hardware, software, service, and outsourcing.• Developed 40 new customer accounts, including Rent-A-Center, a 900-store national chain.• Facilitated resolution of billing, delivery and service issues as needed to promote successful customer relationships, satisfaction and trust. • Doubled total sales from 1998 to 1999 through strong abilities in prospecting, building customer relationships, proposal development, delivering presentations, follow-up and closing the sale.• Top salesperson at Wichita branch in 1999 with sales in excess of $1.5 million (branch avg - $800k).

• Selected to serve as Athletic Petty Officer in Basic Training. • Granted rate (rank) promotion awarded to only 4 of 60 recruits following Basic Training.• Received Honorable Discharge upon fulfillment of active tour of duty.