Oversaw 32+ independent support systems with a mission to improve software engineer productivity and evolve customer support through cross platform improvements including HTML, SQL, Azure Cloud Storage, Dynamics 365 (CRM), Microsoft Omnichannel, and Salesforce. • Utilized SCRUM and Agile methodologies to ensure product owners and developers were aligned to ensure faster software/update releases to increase stability and improve productivity.• Led the prioritization, direction, and deployment of over 20 strategic projects focusing on automation, machine learning, AI and simplifying support management processes.• Reduced lost production support down time by 96% from 208 hours per quarter to 6 hours per quarter in less than 180 days.• Saved an additional 2400 workforce hours per week by developing and implementing proactive automation for support engineers during customer support incident review process.• Implemented Machine Learning software from Forethought (Triage), into the incident creation process successfully increasing customer incident routing accuracy from 40% to 80%.• Worked with business teams to implement a machine learning SaaS-based search engine, Coveo, into the customer incident creation workflow and helped reduce customer created incidents by 50%.• Established a communication process for business teams, facilitating transitions and enhancing support readiness by outlining software release changes, instructions, and benefits. • Developed tools and procedures to reduce complexity and simplify the customer journey by utilizing Machine Learning and AI in the journey map.• Completed monthly and quarterly reviews of support system improvements and fixes with Global and Regional support VPs.• Worked directly with Business Systems Analysts and developers to evaluate software functionality, ensuring solutions and ideas met user needs and maintained system performance and stability.

Established and managed the global partner support program by identifying, developing, and growing relationships with partners’ sales and support teams. • Led the development of the partner support program, Support as a Service, for Commvault, scaling to 54 global partners through partner identification, contract creation, negotiation, and approval processes, spanning 20 countries and 15 different languages. • Generated over $43M in yearly revenue, with $25M attributed to support maintenance, by leveraging upsell/cross sell opportunities with a focus on new logos. Proactively pursued yearly renewal and upselling opportunities to maximize revenue potential.• Collaborated with partners to maintain a 75% deflection of resolved customer escalated incidents while maintaining a global 98% customer satisfaction score. • Served as a key liaison and point-of-escalation while heading cross-platform operations across support, sales, and partners. Utilizing support data, identified prospective new partners in alignment with company requirements to penetrate new areas and regions.• Managed partner relationships and customer support initiatives, resulting in a $1M per quarter cost reduction in support expenses via partner resolved incident deflection.• Utilized support based KPIs to measure partner performance for program adherence and enablement. These KPIs also served to create training content based on call type.• Developed and maintained a comprehensive partner enablement curriculum customized to suit the requirements of more than 400 partner support engineers.

Utilized technical understanding of Commvault software to train partners, improve service offerings and reduce support needs· Worked in concert with Commvault Sales and ASEAN partners to enhance the efficacy of selling methodologies as well as the implementation and distribution of company software. · Promoted client engagement and improved partner delivery of Commvault Software· Designed, developed, and presented partner training curricula across multiple Asian countries. · Improved partner technical understanding in product suite, implementation tactics, troubleshooting, and root cause analysis for issue resolution.

Directed operations of a European-based software support group interfacing with customers across the US, EMEA, and Asia while establishing one of the company’s core global support centers. • Partnered with the Global VP of Support to build out an effectual, high-impact group of technical specialists in Europe to deliver best-in-class quality support to CommVault customers on a global scope.• Oversaw, coached, directed, and mentored 40 support engineers, distributed into six support groups focused on achieving rapid call resolution and world-class customer service. Garnered recognition for accelerating Time to Respond (TTR) for new call initiation within an SLA-based support center expediting call closure.• Assessed workforce performance and identified opportunities for process improvements and upgrades to processes, tools, training, and engagement. Ensured top-tier training, certification, and consistent call improvement.• Delivered specialized training to EMEA support specialists – as well as to OEM and CASP partners - in unison with Support, PS, and Sales to enhance confidence and authoritative knowledge of the CommVault product suite.• Sold support offerings for the company’s leading-edge product by developing relationships with Sales and Presales personnel.

Worked with Sales, Pre-sales, Post-Sales to answer questions and help design, troubleshoot and implement replication scenarios using CommVault replication technology.Utilizing both byte level replication, CDR, and our block level replication, QR, I helped design, implement and troubleshoot solutions involving hardware vendors such as EMC, HDS, and NetApp.

Working independently with customer to implement CommVault solutions involving Galaxy backups and restore as well as hardware based replication and cloning utilizing the Quick Recovery and Continuous Data Replication products.

Worked independently, and with teams, to design, upgrade, and install hardware/software Data Management solutions pertaining to backup and recovery, DR, replication, and disk storage in heterogeneous OS environments utilizing SCSI, NAS and / or SAN attached hardware. Utilized a train-the-trainer approach to the deployment of backup and recovery installations for clients across the United States in order to complete turnkey-type deployments.• Experience with a broad range of automated tape libraries including ADIC, IBM, HP, Overland, and StorageTek, in configurations from WORKGROUP to Large Enterprise (autoloader to ACSLS-based Silos).• Experience with configuration, deployment and design with multiple tape formats including, IBM & HP LTO1-3, STK T9x40, Quantum DLT & SDLT, along with Sony AIT drives.• Experience with fibre channel disk storage including StorageTek B, D, and FLEX series, EMC CLARiiON CX series.• Experience with fibre channel switch technology from Brocade, McData (Sphereon), QLogic, and Cisco MDS.• Expert installation, configuration, troubleshoot and training skills with Veritas NetBackup from versions 3.2 to 6.0, in environments from ten servers to 100TB + weekly backups.• Windows (MCSE) certified, Sun Enterprise Certified, and familiar with Novell, AIX, HP-UX (PA-Risc) and multiple Linux platforms including RedHat and SUSE.• Authored training documents and white papers on backup & recovery Best Practices, DR, Performance Tuning, Firewall Backup, and D2D solutions.• Experience with hot and cold database backups using Veritas NetBackup with Microsoft SQL, Exchange,Sharepoint, Lotus Notes, and Oracle.• Worked with sale personnel to design scope, and (technically) sell backup, storage, and replication solutions. • Configuration and design as a presales engineer, handling configuration logistics for backup and storage architecture ranging from SAN, NAS, iSCSI to tape drives and libraries.