Scott Cole

Scott Cole Email and Phone Number

Customer success, support, onboarding and solutions engineering.
Scott Cole's Location
Denver Metropolitan Area, United States, United States
Scott Cole's Contact Details
About Scott Cole

I pride myself on team leadership, mentorship, cultivating culture, creative problem solving and getting the job done, all within a technical environment with a high focus on customer affinity. Starting as technical engineer, moving onto process building, managing teams and then leadership. Utilizing these various roles to help achieve success for my teams and company.

Scott Cole's Current Company Details

Customer success, support, onboarding and solutions engineering.
Scott Cole Work Experience Details
  • Armor Defense
    Vp Of Customer Support And Onboarding
    Armor Defense May 2023 - Nov 2024
    Plano, Texas, Us
    As the VP of Onboarding & Support at Armor Defense, I spearheaded the creation of our Onboarding team for new product lines, ensuring a seamless transition for customers from day one. I also lead the support team, negotiating contracts, SLAs, and implementing quality processes to maintain top-tier performance. I successfully insourced parts of the support team to handle new product lines and was responsible for building out all aspects of the support infrastructure, including phone systems, live chat, ticketing, and workforce management solutions. My focus has always been on creating efficient processes and empowering the team to deliver exceptional customer experiences.
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  • Elastic
    Director Of Support
    Elastic Aug 2022 - May 2023
    San Francisco, California, Us
    As the Director of Support for North America and LATAM, I played a pivotal role in leading, maintaining and developing a world-class support organization across two key regions. My responsibilities included managing a team of managers and individual contributors, with a focus on driving operational excellence, building team cohesion, and enhancing customer experiences.
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  • Datadog
    Global Director Of Solutions Engineering, Premier Support
    Datadog Nov 2021 - Aug 2022
    New York, Ny, Us
    As the Director of Premier Support, I led the creation and launch of Datadog’s Premier Support offering, building the program from the ground up to deliver high-touch, personalized support for our largest customers. I developed scalable processes for the team, defined support parameters, and collaborated with marketing to create materials for prospective clients. In my role, I worked closely with key customers during presales and ongoing support, ensuring exceptional service delivery. I also mentored team leads and managers while advocating for Premier Support internally and externally, positioning it as a critical part of Datadog’s customer success strategy.
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  • Rackspace Technology
    Director, Technical Support
    Rackspace Technology Jul 2021 - Nov 2021
    San Antonio, Texas, Us
    At Rackspace, I led two lines of business: Armor Support and the First Line Response team (Windows, Linux, AWS), managing over 100 employees. I focused on customer success for large enterprise customers, ensuring top-tier service through process improvements and consistently achieving 99-100% SLA/OLA adherence for 17 consecutive months. I spearheaded a company-wide ITSM transformation, impacting 2,500 employees across multiple business units. Recognized multiple times for leadership, I built strong customer relationships, fostered a positive team culture, and mentored managers and individual contributors.
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  • Rackspace Technology
    Head Of Armor Support
    Rackspace Technology Jan 2020 - Nov 2021
    San Antonio, Texas, Us
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  • Armor Cloud Security
    Director Of Enterprise Support
    Armor Cloud Security Sep 2018 - Jan 2020
    Plano, Texas, Us
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  • Armor Cloud Security
    Manager Enterprise Support And Onboarding Implementations
    Armor Cloud Security Feb 2017 - Sep 2018
    Plano, Texas, Us
    Manage multiple teams of highly skilled Linux and Windows engineers while being a customer advocate and direct contact for Armor's enterprise customers. Focused attention on ITIL, projects and customer interaction and collaboration.
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  • Armor Cloud Security
    Manager Of Enterprise & Escalation Support
    Armor Cloud Security Jun 2016 - Feb 2017
    Plano, Texas, Us
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  • Armor Cloud Security
    Support Manager
    Armor Cloud Security 2014 - Jun 2016
    Plano, Texas, Us
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  • Cbre
    Incident & Problem Management Process Architect
    Cbre May 2014 - Sep 2014
    Dallas, Tx, Us
    Consulted to CBRE.Created and managed Incident & Problem Management Processes under ITIL framework.Trained CBRE employees to use the new processes.Developed Major Incident Process
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  • Hp Enterprise Services
    Ito Service Delivery Cons Ii, Incident Manager Team Lead
    Hp Enterprise Services Dec 2010 - May 2014
    Houston, Texas, Us
    Incident Manager, team lead. Over seeing critical business impacting incidents and leading troubleshooting efforts for them. Ensureing IcM processes are followed for all incidents.Event Manager Process Manager, develop EvM processes and documents Ensure EvM processes are followed.HP Business Service Management (BSM) SME. Create monitoring dashboards to suit business needs, designing and implementing new procedures for BSM operation, conduct training and create documentation for staff.
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  • The Planet
    Data Center Technician
    The Planet Oct 2007 - Dec 2010
    Houston, Texas, Us
    View

Scott Cole Skills

Data Center Itil Troubleshooting Disaster Recovery Virtualization Linux Red Hat Linux It Service Management System Administration It Operations Windows Server Servers Incident Management It Management Technical Support Service Delivery Vmware Technical Training Software Documentation System Deployment Solaris Vmware Esx Management Incident Handling Event Management Problem Analysis Incident Analysis Availability Management Customer Relations Staff Training Hardware Cloud Computing Managed Services Information Technology Security Vendor Management Enterprise Software Team Leadership Leadership Team Management Performance Metrics Team Building Training And Development Organizational Culture Bmc Remedy Unix Shell Scripting Dns Tcp/ip Hp Operations Manager Hp Business Service Management Shell Scripting

Frequently Asked Questions about Scott Cole

What is Scott Cole's role at the current company?

Scott Cole's current role is Customer success, support, onboarding and solutions engineering..

What is Scott Cole's email address?

Scott Cole's email address is sc****@****stic.co

What is Scott Cole's direct phone number?

Scott Cole's direct phone number is +1.877.262*****

What skills is Scott Cole known for?

Scott Cole has skills like Data Center, Itil, Troubleshooting, Disaster Recovery, Virtualization, Linux, Red Hat Linux, It Service Management, System Administration, It Operations, Windows Server, Servers.

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