Manage a high performing team of technicians that are responsible for providing industry leading support for our customers and resellers who rely on Barracuda's security, networking, and storage technology. Set organizational direction, oversee staff development, and set the tone for industry best practices. Develop close partnerships among peers throughout the U.S., Europe, and Asia. Identify and act on ways to improve efficiency while promoting a healthy employee and customer-focused culture.

In this role, I am responsible for the overall operation and performance of T-Mobile’s mission critical provisioning applications. Perform hiring and assist with training of new personnel. Direct, motivate, and evaluate individual performance to meet provisioning success objectives. Plan schedules to meet support needs during peak sales periods. Work closely with the business to understand their needs and serve as a point of contact for all application support needs. Proactively manage relationships with the business, development, other support teams within T-Mobile, and external vendors. Collaborate with business partners to identify application needs and improvements.

Analyze, diagnose, and resolve moderate to complex problems across a portfolio of applications. Monitor and maintain application stability to meet service level agreements. Provide technical expertise to configure processes and rules within the applications. Contribute to design, test, and implementation of new application functionality.

Provide support for second level technical support call center representatives. Resolve complex issues in creative and effective ways requiring independent action and a high degree of initiative. Make recommendations for new troubleshooting procedures. Track and trend subscriber service issues.

Provide second level technical support for customer issues, within a call center environment.