Senior Director of Global Customer Support. Over 17 years of experience building teams that deliver top rated customer experiences, establishing Vecima as a trusted business partner globally within the telecommunications and broadband cable operator space. A leader who builds skilled teams, focused on delivering a 5 Star Support experience, competing on a global scale. Accomplishments:• Establishing and building a Global Support team from the ground up• Bringing in performance metrics that tie directly to the customer experience and lead to measurable success• Launching a ticketing management system that helps better serve customersKey Skills:- Customer Support Ticketing System optimization- Team performance metrics and reporting- Customer advocation and partnership- Team skill development and talent ingest- Strategic planning

Direct the efforts of the Customer Support organization, for Vecima's Content Delivery & Storage and Video Broadband Solutions business units. Focused on ensuring customer satisfaction remains on target.

Manager of Vecima's Customer Support. Position entails overseeing Cable Video, DOCSIS, and Wireless product Support and customer training programs. - Recruiting of technical support professionals- Train team members - Coordinate support resources- Provide on site customer training- Monitor and generate performance metric reports- Act as interface between various departments and Customer Support

I currently Supervise the Cable TV Applications Engineering Support Group. The group provides support for Vecima's customers using their Cable TV products. In this position, I am responsible for:- Write procedures, policies, and technical documents- Providing customer training- Providing on-site troubleshooting and installs- Providing and supporting Technical Demos- Providing tier 3 support on escalated tickets- Writing problem tickets- Training new employees on the functions of the group- Conducting interviews and hiring for the group

Operated as the Supervisor and customer liaison for the EmergiTel Contract team. - Fielded and followed up on customer complaints- Organized training- Acquired and inventoried team equipment- Acted as liaison between EmergiTel contract group and Shaw Cable- Trained new hires

I currently Supervise the Cable TV Applications Engineering Support Group. The group provides support for Vecima's customers using their Cable TV products. In this position, I am responsible for:- Write procedures, policies, and technical documents- Providing customer training- Providing on-site troubleshooting and installs- Providing and supporting Technical Demos - Providing tier 3 support on escalated tickets- Writing problem tickets- Training new employees on the functions of the group- Hiring employees for new or vacant positions in the group

As a Engineering Technologist, I was responsible for testing and supporting Vecima products and developers in the lab environment. During that time I progressed from a tester to a test lead. Over the course in that position I was responsible for:- Providing assistance to developers in the Video Lab- Running tests and documenting results- Writing bug descriptions- Writing technical documents - Writing Design Verification Tests- Assigning tasks to testers assigned to me

Provided help desk support for customers using IRON Solutions products and services.