Shawn Ray Email & Phone Number

California, United States

Santa Clara, California, US

• Served as the Director of Support for the APTARE Product (continued to run the overall Technical Support department for the IT Analytics Product (APTARE) after merger).
• Effectively implemented the overall Veritas Technical Support organizational transition to an Intelligent Swarming model while utilizing Agile/LEAN processes.
• Demonstrated in-depth skills in driving consistent improvements in overall customer satisfaction, significantly increasing sales by focusing on customer driven action.
• Identified multiple problems with how customers were dealing with product stack issues, worked with the Product Management, Sales, and Support teams in identifying key areas to address, and delivered a cloud-based tool.
• Successfully implemented a new way of organizing and delivering Technical Support to maximize global resources across five major centers around the world, resulting in streamlined processes while ensuring consistency.
• Collaborated with the Product team, Executive Leadership, and Engineering to implement an improved product defect process and procedures, resulting in automated tools being utilized better with fewer defects (held an.

Campbell, California, US

• Served as an Executive Leader of the Global Support Services team, reporting to the CEO.
• Played an instrumental role in doubling the annual revenue (from ~$20 million to $45 million) by helping to ensure an exceedingly high renewal rate (>90%), ensuring new business was onboarded effectively, and getting a.
• Demonstrated exceptional abilities in providing dedicated Technical Software Support to Direct End User Customers, Partners, and Sales teams throughout NAM, EMEA, and APAC.
• Single point of contact for all Customer Escalations.
• Skillfully defined and implemented Enterprise Level Support processes and programs from scratch.
• Held an instrumental role in designing and implementing a Cloud Services Hosting service offering (SaaS).