With 20+ years of experience as a Customer Support Leader, I have been integral to project & program management initiatives to drive support for global teams. I am skilled in remote team management & technical customer support, ensuring top-level stakeholder relations to drive organizational success. By developing customer service strategies, I have consistently contributed to meeting & exceeding service level standards while focusing on training, development, & operational optimization. Some of my key achievements include: ✅Effectively developed processes to improve communication and collaboration between Engineering and Escalation Support teams, increasing accountability towards internal processes and procedures, resulting in a 5% decrease in Escalation Rate to Engineering and 7% decrease in Time To Resolution (TTR) KPI’s✅Maintained greater than YoY 70% Net Promoter Score (NPS) vs. Escalation team target of 60%✅Served as the Program Owner for Citrix’s Global Microsoft Premier Support Contract, an enterprise support agreement valued at $500K, globally training 12 Citrix managers and influencing 100+ support engineers on system usage such as tracking technical labor✅Ensured strategic customers received technical relief to business-critical IT problems quickly, achieving a consistent support experience across the globe, resulting in 90%+ customer satisfaction scores from several position levels✅Responsible for recommending plans for Server and Desktop deployment, network and server optimization, Windows Active Directory management, disaster recovery planning, and network security, successfully assured customer satisfaction with Premier Services, establishing high-percentage YOY account satisfaction rateI would like to connect with like-minded professionals. Feel free to contact me through this profile if you wish to connect.