Shaun Obrien Email & Phone Number

Greater Boston

Greater Boston

Greater Boston Area

-Architected, established, and built out a new global Escalation Management team that supported proactive, reactive, and retrospective efforts.-Provided daily guidance regarding tactical management of customer escalations across multi-functional teams. Influenced collaboration with external partners. -Directed highly political escalations requiring C-level interactions between Pivotal and customer executives. -Designed and implemented the Pivotal Response Matrix. The PRM defined all roles and responsibilities across the entire company for the first time. The PRM created a standard language and reference point for handling customer issues.-Instituted a Retro program, where all Escalation Managers were trained in facilitation methods. The team facilitated retrospective events to identify gaps in product, process, and people. The gaps were processed to reduce customer escalations and increase satisfaction.-Designed and implemented an Incident Command System to deal with extremely escalated issues. The ICS provided a structure for large teams across Pivotal and partners to collaborate effectively during tense situations. The ICS was modeled after the US wildfire emergency response structure.-Promoted from Senior Manager to Director in 08/2018. -Currently transitioning to VMware due to acquisition.

-Drove the Engineering Advocates program globally, where customers were paired with engineers to collaborate on architectural level inquiries. The EA program heavily influenced product roadmap.-Managed product and process quality improvements equaling millions in savings at the request of the Enterprise Storage Division President.-Managed customer escalations through collaboration with Support, Development, and Sustaining Engineering.-Influenced weekly C-level business decision meetings focused on customer experience with technical data and customer input.-Promoted from Principal Engineer to Consultant Engineer in 04/2013.

-Created the Critical Recovery Team within Symmetrix Support; a model later used across all EMC products.-Managed technical experts responsible for resolving critical customer outages related to EMC Symmetrix/VMAX storage systems.-Led daily escalation War Room events for enterprise customers. Communicating with C-level customers regularly.-Collaborated with the Field, Development, Sustaining, Account, Legal, and Executive teams to resolve customer impact events and to provide final root cause analysis.-Presented analysis directly to customers via onsite visits when necessary.-Managed an L1 customer-facing tech support team and an L2 customer-facing technical specialist team as well.-Promoted to Manager in 07/2008.-Promoted from Senior Product Support Engineer to Tech Lead in 11/2006.

-Worked as a Realtor in the RI and South Eastern MA area. Represented clients in buying and selling homes.

-Troubleshot data storage array failures to maintain product quality.-Promoted to Systems Test Engineer in 03/2001.-Promoted from Production Tech 1 to Production Tech 2 in 07/2000.

Bachelors Of Science, Business Management

Associate Of Science - As, Electronics Engineering