• Implemented artificial intelligence (AI) giving customers faster access to solutions, improving the CX, and saving over 250 agent-hours a month• Consistently maintained a satisfaction rating exceeding 94% since January 2020, reflecting our commitment to customer success• Tripled the size of our support engineer team in two years• Strengthened collaboration among engineering and support leading to 18% reduction in resolution times and a 26% decrease in backlog

Developing and deploying solutions for the largest global enterprises to See, Contextualize, and Act on infrastructure and application data from cloud, on-premise and hybrid-cloud environments.

Tenable is a leader in the field of Cyber Security and Vulnerability Management. As Director of Global Technical Support, I was responsible for the entire technical support experience delivered by teams in USA, Ireland, Singapore and Australia.Accomplishments• Implemented policies, procedures and customer-health dashboards to provide awareness at the executive level on the state of our customers: cSat: 93%, NPS: 39%, SLA: 95%.• Managed 45% team growth per year (68 staff, 4 Managers, 4 Non-Manager Direct Reports)• Expanded operations to Singapore resulting in immediate cSat improve in APAC region.• Created new premium support plan resulting in 1MM of new revenue.• Updated existing support plans to align with company strategic changes to focus on SAAS and Enterprise Customers resulting in both NPS and cSat improvements of 5% each in the first year.• Implemented KCS to capture, publish and reuse knowledge deflecting 10% of incoming cases.

Circonus provides real-time monitoring for applications, services and micro-service architecture deployments. As VP of Customer success my responsibility was to transition support, training and services away from the engineering team into their own distinct operations.Accomplishments• Defined and implemented key support systems including case management, knowledgebase and crowd-sourced support forums.• Implemented and regularly published KPIs such as response time, resolution time and cSat.• Maintained 95% Customer Satisfaction rating.• Reduced customer onboarding time 25% by implementation of repeatable on-boarding processes.• 20% Deflection of support issues by implementing self-help systems.• Recovery of multiple strategic accounts (1.2MM revenue) through proper use of escalation management best practices.

Zenoss is a leader in systems monitoring. I was promoted from my Zenoss IT leadership position to build a support team and transition support away from the engineering team. A core support team was deployed in Annapolis, MD with additional teams in India, and the Philippines.Accomplishments• Managed 650% team growth.• Delivered 47% improvement in NPS score since 2008.• Maintained 98.9% SLA achievement.• Obtained 30% Increase in throughput by optimizing support process and systems.• Maintained 4.65 out of 5.00 support satisfaction rating.• Created a global support operation allowing 24x7 support.

Zenoss is a leader in systems monitoring. I started as employee #8 and was responsible for implementing an IT Lifecycle Management for a company undergoing explosive growth.Accomplishments• Established and managed vendor relations obtaining an average discount of 25%.• Scoped and deployed a CRM solution (SugarCRM) eliminating the use of Excel sheets for sales tracking resulting in real-time sales data and visibility to the executive team.• Established an ITIL framework including a service catalog, asset tracking and service delivery.• Implemented both business continuity and disaster recovery plans including the procurement and deployment of hardware and software.

Provide strategic guidance internally and to EG clients seeking to align technology with long term organizational goals. Clients include Visteon, Black & Decker, Ford, Radley Financial and The Ridgewood Companies.Accomplishments• Delivered a 35% reduction in expenditures by establishing vendor discounts & SLAs.• Supported a 10% year-over-year sales growth by participating as SME on sales calls.• Delivered 100% data availability by implementation of HA / DR solution.

Collaborated with Product Management, Software Development, and Technical Support teams to coordinate product defect resolutions and ensure full customer satisfaction.

Recruited to provide strategic guidance for industry-leading ISVs, serving as liaison between internal development team and ISVs to bridge gaps and ensure timely, quick problem resolution.

Responsible for design, roll-out, and maintenance of all technical support systems and components, providing support to field engineers and technicians.

Negotiated closure of several over-budget/schedule projects, interacting with CFO, CEO, and other members of executive team to address and resolve issues.

Responsible for certification, installation and troubleshooting of complex air pollution control and monitoring systems throughout the Unites States and Canada.