Promoted to oversee daily activities and strategic development efforts for worldwide technical support operations, eventually encompassing all international support operations after major business line consolidation. Analyze established processes to identify and address key areas of weakness and improvement. Merge product support operations into more centralized and cohesive units in response to accelerated change and reorganization. Mentor management personnel and identify and cultivate top talent to position organization for sustainable success. ■ Lowered costs to 5% of maintenance revenue by enhancing knowledge management procedures and revamping existing workflow. ■ Achieved and maintained 90%+ customer satisfaction rating by increasing accountability and rearranging CS measurements to more accurately reflect team based support. ■ Devised and implemented innovative software specific methodology for initial assessment of problems and integrated it throughout support operations. ■ Spearheaded comprehensive knowledge base analysis throughout two-year span to identify improvements in knowledge content and documentation. ■ Implemented Knowledge Centered Support and Kepner Trego problem solving.Promoted seamless integration with newly acquired support organizations.

Handpicked to direct technical support operations for the America’s. Assured provision of accurate and timely support for clientele dispersed throughout North America, Latin America, and Canada. Supervised management team and staff of 65+. Formulated and communicated strategic direction for the center. Established and ensured adherence to all budgetary guidelines. ■ Drove seamless consolidation of Latin American support operations ■ Integrated new software systems to enhance call logging, tracking, and issue resolution processes. ■ Revamped and contemporized web facilities by digitizing call submission and updates in addition to providing patch and knowledgebase access downloads. ■ Maximized workforce performance for all employees by enhancing focus on key performance metrics and raising expectations for management team.

Bootstrapped and oversaw multi-lingual Emea Support operation based in The Netherlands. Assisted in the formation of all initial processes and operating framework to ensure productive environment for nascent center. Managed support operations, internal technical training initiatives, and ad hoc consultancy for center providing support throughout Europe, the Middle East, and Africa. Developed and implemented annual budgets and strategic goals to drive success and align operations with overall business objectives. Liaised with regional managing directors and supervised staff of 35. ■ Championed transition efforts, migrating support operations from thirteen countries into single, centralized center. ■ Transplanted distributor support from the US to the center.■ Initiated direct working relationship with development teams in US.■ Increased productivity and cultivated malleable operation with the ability to quickly change and adapt in fast-paced, global business climate. ■ Reduced staff turnover and increased retention rates by conceiving, developing, and implementing new terms and conditions for support engineers.

Joined Progress Software Ltd as one of two people responsible for all things technical.

Worked as Technical Support for the Tower (UNIX) group of the Product Marketing Division.

Provided equipment and support for BT's research division