Customer Success Project Manager Team Lead:Responsible for educating and helping customers understand End-to-End processes.Responsible to resolve customer escalations: o Using Customer Loyalty and Voice of the Customer, I have mitigated 93% of escalated accounts. o Taking ownership of the account being pro-active with my customers keeping them up-to-date. o Pro-actively educating my customers to understand the importance of upgrading to animal guards.Responsible for time management and keeping the team on track when Supervisor is unavailable. o Helping other CSM’s educating their customers on best practices.Responsible to help keep the team motivated; taught Leading Customer Loyalty (Franklin Covey). o Worked with supervisor to do 5 formal team trainings. o Continue to work with team members making customer loyalty our highest priority.Extra Projects Assigned:District Sales Manager Project.DocuSign – PPA, SPA, HOA, NEM and CSSA, working with customers to get signatures.Customer Service Manager Brainstorm group.

Responsible for review and implementation of updated User Experience (UX) on company websiteLiaison between Frameworks and customer using voice of the customer feedbackResponsible for analyzing technical specification structures and operations to ensure that UX changes requested are in line with manufacturing specifications

Drove and coordinated projects that encompassed as many as 15 teams. Communicating with IT, Key Stakeholders/ Customers and Exec Sponsors, thus ensuring transparency and laser focus on end goal. Established effective partnerships across the company that set the path for successful collaborations for future projects.• Foster transparent collaboration between Program Team Members and Business Partners • Ensure that assigned projects are delivered on-time and within scope • Collaborate with IT on setup and testing, ensuring all defects are resolved before GoLive• Utilized a Waterfall / Agile hybrid approach on projects with a goal to move teams to Agile• Create, maintain, and drive project plan as defined by team• Manage risks, dependencies, and escalate project issues as needed• Business Analyst – SalesForce.com changes and updates

Responsible for analyzing the structure, policies, and operations within Symantec to ensure that our CRM SalesForce.com project changes requested by one part of the business are in line with policies and procedures across the businesses as a whole, to better achieve company goals.

• Delivered localization of ~80 KM articles from Endpoint Management and BackupExec teams. Localized into 9 different languages resulting in a total of ~1,400 KM for the enterprise product landing page update project.• Delivered ~15 new training videos from Endpoint Management and BackupExec teams to walk customers’ through top known issues. Added Closed Caption (CC) in nine languages• Delivered 11 new KM training modules to SymLearn, along with assessments.• Created ~40 process docs and numerous swim lanes for process management (SymProc)

Managed all facets of supportability and release readiness for over 120 products from Global Availability to EOL Responsibilities included: Technical liaison with Product management and Engineering to determine product improvements for future releases, this resulted in a 20% reduction of common calls Compiled and submitted routine monthly and quarterly “must-fix” bug lists to Support Management and Engineering in coordination with backline engineer requests Provided monthly product analysis and guidance reports to Support Operations for pre-release products Analyzed and improved product landing pages to help customers find information, thereby improving customer self-help and satisfaction levels by 35% Ensured components/sub-component accuracy in Call Tracking database Managed lifecycle information including GA, EOL, EOSS, and EOSL date accuracy via expertise with product tracking database (i.e. Rosetta)

Responsible for tracking the life cycle of a product and to help make all products more supportable both before the first version launches, as well as pushing through needed features and fixes on mature versions. Main responsibilities include but are not limited to: Thorough working knowledge of product tracking database (Rosetta) Technical liaison to Product Development for supportability, impact, feature enhancements and product roadmapsProvide monthly product analysis and guidance report to Support Operations for pre release products(Responsible for over 120 products; however, main focus was on the following Products: Deployment Server, Management Platform (Notification Server), Patch Management, Asset Management, pcAnywhere, Recovery Solution, Ghost Solution Suite, and Software Virtualization Solution.) (ITMS), (CMS), (SMS) (AMS). Compile and submit routine “must fix” bug lists to Engineering, coordinating with backline resources. Ensure Components/Sub-Components are accurate in Call Tracking Database, updated as needed.Review Release dates of products in Rosetta. Verify GA, EOL, EOSS, and EOSL dates are accurate for customers. Review and update Product Landing pages on external web site to help customers find current issues and fixes for their products.

Resolved escalated issues by working closely with Development, Sales Engineers, and Partners Created and presented internal training to peers and new employees, which resulted in 25% increase for First Call Resolution Rate Created and presented external training to Partners, and Clients, which resulted in overall reduction of incoming technical support calls by 15% for Ghost Solution Suite, and Backup Exec System Recovery (BESR) Tested product bug fixes and enhancements associated with solutions developed and delivered to Partners and Clients using Symantec Ghost Solution Suite Provided subject matter expertise by reviewing technical product documentation for accuracy Last point of escalation and global support for backline engineers to troubleshoot and resolve complex issues which required in-depth knowledge of imaging processes, multiple operating systems, various hardware setups, and multiple networking environments

Enterprise Support / Working knowledge with the following software packages: 1. Deploy Center Library2. Partition Magic / Partition Magic Pro3. ServerMagic (Netware Servers)4. VolumeMagic (Microsoft Servers)5. Ghost Solution Suite6. pcAnywhere / pcAnywhere Access Server7. Back Exec System Recovery (BESR)

Enterprise Technical Engineer Support / Working knowledge with the following software packages: 1. M.S. Office Suite2. WordPerfect Suite3. Novell Netware Servers4. Microsoft Servers5. VPN Connections

Trainer to outsource partnersEnterprise Technical Engineer Support / Working knowledge with the following software packages: 1. WordPerfect Office Suite2. Paradox3. M.S. Office Suite 4. Timeline 5. InfoCentral

Trainer to outsource partnersEnterprise Technical Engineer Support / Working knowledge with the following software packages: 1. WordPerfect Suite2. Paradox3. M.S. Office Suite 4. Timeline 5. InfoCentral