● Spotfire revenue as well as product and technical leadership○ Created revenue forecasts and presented to senior leadership - release timelines, testing as well as projected challenges in the sales pipeline forecasts for new customers and renewals, marketing efforts, support related concerns with customers and all aspects that could affect projected revenue.● Relationship management and oversight of external partners.○ Lead Spotfire Technical Account Management efforts in collaboration with PerkinElmer Engineering and Spotfire based Product teams.○ Created collaboration channels and facilitated communication across teams both internally and between PerkinElmer and TIBCO including Product Management, Engineering, Marketing, Legal, etc.● Served as the Technical Subject Matter Expert for Spotfire in PerkinElmer Informatics.● Continued leading the Spotfire Customer Advisory Board composed of the top ten Enterprise accounts.● Actively worked across teams to understand business objectives, create new solutions, revise existing solutions and to implement new product functionalityReceived the PerkinElmer Innovation Award 2019 for outstanding work

● Built a highly technical, high performing global support team to support TIBCO Spotfire and Spotfire scientific extensions○ Hired, trained and mentored a team of highly technical support engineers globally across the US, EMEA, and APAC○ Served as the Spotfire technical lead for the support team mentoring engineers on support cases. In doing so reduced the number of cases escalated to Engineering by 75% in the first year● Spotfire Technical Account Management Lead and Subject Matter Expert- regularly met with key customers for support related issues and to advise on best practices, architecture, performance, security, future needs, product roadmap, needed enhancements and challenges etc.● Created the Spotfire Customer Advisory Board with our top 10 flagship customers○ Purpose: to bridge the gap between Support, Product Management and Engineering to facilitate direct feedback about key functionality needed by the largest customers with the largest deployments of Spotfire and to facilitate effective communication, create additional channels and tracking of feedback including a Confluence site accessible by all parties- PKI, TIBCO, and Customers● Created and presented Quarterly Business Reviews to both customers and internally to senior leadership on support metrics. Including the creation of many new metrics to better reflect the accuracy of reported data which resulted in expedited escalation to Engineering and thus improved hotfix availability times and Time To Resolution● Implemented SalesForce Service Cloud measures to improve SLA compliance and KPI metrics across all support teams● Organized enhancement requests across all PerkinElmer Spotfire customers and actively worked with Product Management and Engineering teams to understand and prioritize important enhancements.● Regular engagement with Sales, Services, and Marketing teams e.g. presented at annual global sales kickoff meetings● Championed customer engagement in User Group meetings globally

● Managed support team in resolution of support issues and escalations● Worked with multiple vendors and internal teams to decide on and implement a solution in Support for Documentation● Worked with the Web development team to design and make our download and support areas of the website user friendly● Created work orders and pricing for Professional Services engagements● Lead release meetings with Engineering, QC, and Support, and put together requirements to be met prior to each release● Lead meetings with Engineering prior to release to outline and document release notes● Created and delivered customer onboarding presentations● Lead effort to and created a release process such that release notes, testing, and any release concerns were all addressed prior to release and releases were structured for supportability● Worked with customers and pre-sales with product demonstrations and troubleshooting

● Quality Test Lead for various projects with Agile methodologies● Worked with product management and engineering to provide customer perspective during planning and development● Created, documented and executed test plans and workflows to validate TIBCO Spotfire products● Created automated deployment scripts for Spotfire Server and Web Player Deployments. Setup and maintained the deployments with all supported authentication types● Worked with support to replicate customer environments and issues in the QC lab● Identified additional areas for product testing by reviewing support escalations and hotfix candidates● Worked with the documentation team in reviewing product documentation prior to release● Created training materials and conducted multiple trainings for Engineering, QC and Support for server administration, authentication configuration, AWS cloud architecture and product functionality, etc.● Traveled to Seattle during pre-release test cycles to plan development timeframes with product development, engineering and QC● The Spotfire platform has only been rearchitected once. I successfully installed the first deployment of the new architecture on AWS. This deployment integrated with an IIS front end that included payment processing and replaced the Spotfire evaluation server and became the TIBCO Spotfire Cloud offering. This effort required close collaboration with Engineering to advise on code changes required for the cloud deployment and with DevOps to advise on system requirements which were at that time undefined. Created detailed documentation of the deployment, system requirements, installation instructions and worked with DevOps to automate the deployment.

● Provided Support for TIBCO Spotfire, TIBCO Spotfire Server, Web Player, Decision Site Server, Decision Site, Posters● Lead weekly meetings with Engineering, Support, and Product Management to discuss high profile accounts and issues that need investigation and/or patching● Worked with engineering directly in investigating complicated issues and deciding what qualifies to be patched● Lead weekly escalation meetings with the US Support team for discussion of technical issues and case escalations● Resolved complex technical issues and escalations from the L2 team● Lead regular meetings and worked directly with key accounts for fast resolution of issues and excellent customer satisfaction● Worked with pre-sales and sales to ensure customer success, guiding the sales team on deployment strategies and making recommendations for large implementations in addition to ensuring the success of PoC implementations● Worked with QC and Documentation teams in reviewing product and documentation prior to release● Traveled to Gothenburg, Sweden to work with Engineering and QC prior to new releases● Trained support team on new release functionality and troubleshooting techniques● Expert in solving problems with authentication such as Kerberos, NTLM, LDAP● Skilled at resolving issues of web applications reviewing log files from Tomcat, IIS and utilizing tools such as Wireshark, Procmon, Fiddler, etc● Administered and maintained customer facing systems- Spotfire Evaluation server and On Demand Web Player environment● TIBCO Support Central project - responsible for setting specifications, requirements and testing for the new support CRM system with the team from TIBCO and making sure the new system met the needs of the Spotfire organization● Authored knowledge base articles for internal and external consumptionAwarded with "President Club" honors for outstanding work

● Read and analyzed code to pinpoint areas of code improvement or failure● Provided Support for Domino Server Administration, Crash, and Performance● Provided networking support pertaining to the Domino server● Team lead for CRM software migration project

● Supported Microsoft Small Business Server and Microsoft Exchange Server● Created and monitored all user accounts● Conducted training seminars in Microsoft Outlook● Performed Backups and restores using Veritas- Backup Exec● Provided network, workstation and printer support● Accompanied Sales Team members to do onsite customer presentations● Performed onsite installation and configuration of software and training

● Facilitated front-line interface to users● Provided user software and hardware support● Systems setup, upgrade and configuration● Provided network support

● Researched caching servers - Squid and Cuttlefish● Java programming● Researched groupware software

● Upgrades and installation of new software● Responded to help calls● Worked with hardware and software errors● Worked with the mail servers● Extensive knowledge of Eudora Pro