Scott D. Email & Phone Number

Austin, Texas Area

I am the fearless leader of the sales, sales engineering, support, channel partner, and customer success teams. I inspire, guide, and influence others to achieve a common goal or vision. It involves taking charge, making decisions, and providing direction to individuals or groups in order to accomplish tasks and drive progress. Surround yourself with good people and they will follow you.

Austin, Texas Area

• Lead key business development activities for our customer strategy and growth initiatives. • Manage all aspects of the pfSense® support and professional services organizations• Drive processes to identify and correct gaps in customer experience based on direct and indirect customer feedback• Coordinate activities across the development organization as needed to deliver the end-to-end customer experience• Identify the process and technology requirements to deliver desired customer experiences in the market• Educate internal staff on customer experience concepts, value proposition,s and processes• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of our products and services• Establish meaningful relationships with key customers, while helping identify additional sales opportunities based on customer expectations and need• Design, develop, and deliver new customer service offerings that delight our diverse customer basehttp://www.netgate.com

Austin, Texas Area

Trion Worlds is the premier publisher and developer of connected video games. With groundbreaking new server platform capabilities, Trion delivers high-quality, fully dynamic and massively social content across video game genres, gaming platforms, and mass-market entertainment formats.Manager of 19 Network Operations Center staff in US and RussiaAnalyze and design immediate solutions to network, system or application outages while providing leadership in resolving network and system problems and selects and follows appropriate outage/recovery proceduresOversee day-to-day monitoring, event and performance management activities ensuring prompt network analysis, testing and corrective actions during network events in an effort to provide the highest quality network and maximum network availability for our customersDocument, prioritize and report incidents based on impact/urgencyDevelop, document, and implement policies, processes, and procedures, both within the NOC and in cooperation with other departmentsMonitor and optimize NOC processes for maximum performance, efficiency, and accuracyOwn and participate in change management, incident review and root cause analysis of production deployments, maintenance activities and network outagesDevelop, review and update daily, weekly, monthly and quarterly network performance, KPI and NOC activity reportsCoach and mentor direct report shift managers and indirect technical staff; ensure NOC personnel are working issues as efficiently and accurately as possibleManage employee resources and staffing, including interviewing, hiring, performance appraisals, training needs, operational expense budgets, etcManage the internal change control process as it relates to production and non-production hardware and softwareHelp to facilitate the sharing of knowledge between the different groups and work to strengthen the base knowledge of all NOC staff

Austin, Tx

Led strategic planning efforts of the customer care function including building bilingual call center, short-term and long-term tools development, develop and implement training plans, workflow analysis, IVR implementation and process streamlining.Working with internal stakeholders to identify, implement and determine risk/benefit of conceptual ideas which are designed to scale with the current and anticipated growth of the team.Develop and utilize in-depth metrics to measure all functions of team and individual performance (related to productivity/scaling, performance, sales, P&L and customer experience) while tracking trends, workforce management, and communicating with impacted internal stakeholders to facilitate opportunities and provide feedback to senior management.Build, administer, and measure all aspects of the budget for call center operations.Leverage the call center as the bridge to the customer by including all stakeholders in feedback sessions, integration with customer initiatives, and more.Work with partners, clients and vendors to ensure competent SLA’s are implemented.Develop and foster a company culture that encourages input from all levels while leading and mentoring my own team to become tangible assets to the value chain.

Austin, Tx

Built sales and support operations center from the ground up. Responsible for recruiting, interviewing, hiring, terminating, training, and performance reviews for over 120 employees within the organization.Developed and utilized in-depth metrics to measure all functions of team and individual performance (related to productivity/scaling, performance, sales, P&L and customer experience) while tracking trends, workforce management, and communicating with impacted internal stakeholders to determine root cause of failure and provide post mortem reporting to senior management.Extensive experience with large-scale business clients, providing high-level support, building critical business relationships, addressing the long and short term needs of the customer.Drove measurable, high-impact productivity, performance, customer-experience and process improvements into the organization via development in human capital, organizational capital, processes, coaching, tools and technology.Designed and deployed knowledge base that was adopted by multiple divisions.Designed new-hire and in-service support and sales training programs for three core products (Cable, Internet, and Digital Phone) for the entire organization.Provided direction for department headcount, long-term growth forecast and budgetary concerns.Responsible for business development for the commercial Internet product line.Remote-managed offshore call center group which supplemented the workforce in the US.Maintained low turn-over rate through the promotion of a great company culture.

Mba, International Business

Bachelor Of Science - Bs, Business Administration And Management, General

Education record