Created a new area within IT to look at improving the end user experience by improving IT processes• Deployed a new ticketing tool based upon the ITIL framework• Developed a process improvement methodology to improve IT services to the End Users based upon metrics and KPIs

Managed the global Engineering support teams and implementation of data centers • Negotiated the contracts expanding our data center presence in India, Singapore and Bulgaria• Worked on the team to acquire a new 1.2 MW data center in Santa Clara, CA• Negotiated the acquisition of our 2nd data center in Santa Clara, CA (2.2 MW)• Coordinated the move of the Singapore data center to a new location over a single weekend minimizing downtime• Created multi-year forecast of global data center requirements

Managed the Engineering support teams in APAC, EMEA and Eastern US, Engineering Infrastructure Services (EIS), Web Development tools and end user support• Lead the development of the first data center strategy• Developed a ‘follow-the sun’ support model• Created a robust proactive EIS environment• Develop tools for R&D operations (project resource tracker, automated distribution list creation by hierarchy, CapEx projection collection tool …)• Promoted innovation and creativity as my team developed the first production internal cloud offerings (vSEL, TOVC and vDEV)

Managed Engineering Desktop Support, Engineering Infrastructure Services (EIS), Hardware Deployment, Configuration Management and VMSD• Developed operational service catalogs for across my service areas • Expanded reporting and metrics reporting across Technical Operations, which lead to quarterly operational reviews with Technical Operations leadership.• Developed Service Level Agreement (SLA) reporting which was adopted across the entire IT organization• Developed an IT Customer Satisfaction survey and reporting dashboard.• Delivered new tools and processes that automated and improved the quality of service (new hire on-boarding tool, software delivery portal, asset tracking, project tracking and loading process …)

Managed daily activities of the corporate service desk supporting user’s technical and non-technical issues.• Expanded service desk into Europe and Asia supporting corporate growth.• Developed reporting and analysis of weekly incident resolution and aging which gave visibility of operational effectiveness to all levels of management. • Developed coverage scheduling optimizing the processing of incidents and requests.• Developed relationships with IT support and development organizations to enhance the service and reduce the time to resolve incidents.• Chaired the Helpzilla steering committee which prioritized the development of the customized corporate ticketing tool.

Directed global client servicing and research delivery for Gartner Dataquest Cross Technology Group products.• Managed global servicing operation, delivering Gartner research to individual clients.• Reduced delivery time by 40% and enhanced quality of responses.• Collaborated with Product Management, Marketing and Pricing groups to define new products.• Developed and executed product and delivery enhancements.• Implemented a management operating system for the measurement and review of key performance metrics across the Client Services Organization.• Grew product contract value by 34%.• Instituted a regional quarterly business operational review which was adopted globally.• Created self-paced training materials for associate skills development.• Reduced employee attrition from 60% per annum to zero and maintained it over 4 years while expanding the group.

• Managed service business analysts, responsible for worldwide analysis and reporting of organizational metrics.• Managed regional service contract coordinators and database coordinators, responsible for service order, data processing and integrity.• Developed, gained management approval and implemented worldwide laptop computer strategy for field service engineers.• Directed the implementation of field engineer management system lowering administrative tasks and enhancing access to customer information.• Developed field management customer status reporting process.• Part of team that defined and implemented SAP for CSBO activities and processes. • Implemented and administered project prioritization process for information systems projects. • Led projects between the customer services group and corporate information technology departments.• Developed service contract quoting system decreasing turn around time and enhancing customer service.

Managed support service sales group, worked with other departments to increase value of support services to customer base. Responsible for worldwide service revenue forecast.• Stimulated worldwide service revenue opportunities, which increase from 18% to 35% of total revenue.• Established a domestic telesales group growing sales to $62 million dollars.• Consistently exceeded revenue targets. • Negotiated service contracts with major accounts.• Specified and implemented an enterprise-wide service quoting and contract management system increasing productivity by 20%.