Manage global customer escalations for North America and Latin America. Oversee a team of Critical Escalation Managers and Customer Advocates.

Oversaw the America's Voice of the Customer team encompassing customer escalation management for critical situations.

• Manage organizational design, workforce optimization, business intelligence and strategic cost savings projects for the Veritas Global Technical Support team within the Customer Success organization.

• Business operations for Symantec's enterprise Backup & Recovery Information Management business unit (included Product Management, Engineering and Product Support teams)• Responsible for annual OPEX hiring budget, partnering w/ Corp FP&A, Finance, HR and Sr. Executives.• Owned key Exec communications plans and presentation materials for large events, managing outside contract resources, where needed.• Implemented a successful, first-ever product management and engineering Intern program to attract new talent from the top universities worldwide.

• Managed global product marketing and led customer acquisition / retention / renewal up-sell programs for various Symantec consumer Cloud products including Norton Zone (cloud file sharing, ie Dropbox / Box) and Norton Online Backup (consumer-grade cloud backup).

• Managed all digital marketing programs and subsequent projects, including SEO, SEM, email marketing and user testing. Additionally, led the online acquisition program for eCommerce customer acquisition. • Responsible for reporting to Executives all related KPIs, performance metrics and ROI. • Grew a generic, under-engaged email list 100K in size to a fully segmented, engaged list of over 3 million subscribers, helping drive global eCommerce growth.• Launched NVIDIA's first-ever social media presence on Facebook and YouTube.

[PalmSource was originally part of Palm, Inc., officially separating in November of 2003]• Built and managed marketing programs to support the Palm OS mobile app development community. Many of the same developers are now creating best-selling Apple iOS apps.

• Delivered web-based competitive intelligence research reports to clients that included Fortune 500 companies and Top-10 etailers.

Managed and represented operations in the greater Los Angeles region for an online service providing free lecture notes to university students nationwide.