 Stakeholder Identification. Planning and designing the program and proactively monitoring its progress, resolving issues, and initiating appropriate corrective action, ensuring timely delivery according to contractual obligations. Managing the program's budget - monitoring expenditure and costs against delivered and realized benefits as the program progresses, Change requests, Raising invoice Facilitating the appointment of individuals to project teams Managing third party contributions to the program – SOW for Vendors, Vendor management Managing communications with all stakeholders – Minutes of Meetings, Weekly Status Report, and Monthly Status Reports, Release notes. Reporting the progress of the program at regular intervals to the CEO.

 Lead technical support team to support ESRI Premium Customers.  Hire qualified support staff.  Manage the support center key performance such as service level, customer satisfaction, first call resolution, cost, and revenue. Prepare team schedule to ensure maximum availability. Generate and review report using CRM software such as Salesforce to continuously improve customer experience and optimize operation efficiency.  Responsible for the overall development, motivation, and discipline of the teams.  Work with the escalation management team (Technical Account Managers, Unit Manager and Tech Leads) to monitor the progress of issues related to Premium Support customers  Responsible for achieving target customer satisfaction levels within the technical support organization.

 Spearhead a team of Technical Support Analyst, supporting ESRI Domestic and International Customers Coordinating with ESRI Unit Managers and Tech Leads Single point of contact to communicate and fix interface and integration issues with other teams Escalation Management Guiding and mentoring the team Manage customer expectations in line with the agreed statement of work (SLA) and day-to-day relationships with clients/stakeholders.

 Designing and building Geodatabases Creating workflows for complex versioning and multi-user editing environment Document technical issues through incident tracking, knowledgebase articles and submission of software defect/enhancement requests Determine or recommend software changes to programmers/software engineers