Premier Technical Support Engineer with extensive experience managing support contracts and delivery solutions for large, complex enterprise customers in SaaS and On-Prem environments while focusing on account relationship management and developing service solutions to ensure the health and stability of customer infrastructures and technologies.

Proven customer advocate providing pre and post-sales technical support with a deep background and knowledge of Aruba networking and indoor location services over a Wifi, BLE, SasS, iOS, and Android device-based applications• Facilitated and led technical discussions between external and internal stakeholders, frequently engaging at the Enterprise level to ensure alignment and understanding across all parties involved.• Strategically collaborated across various Aruba product teams to optimize integration between Aruba Meridian and other key components of the Aruba technology portfolio, fostering synergy and maximizing overall product effectiveness.• Managed a team of six to ten indirect reports, utilizing KPI scores to measure performance, progress, and insights to help deliver exceptional support.• Provided strategic account support through proactive maintenance of high-level technical knowledge, operational expertise, and a keen understanding of indoor location services market trends.• Analyzed customer support plans and critical business indicators to effectively map them to the Aruba escalation path, ensuring timely and appropriate responses to customer needs.• Functioned as a trusted advisor for both customer and company sales teams, offering valuable insights into the most effective utilization of the Aruba Meridian location services, enhancing customer satisfaction, and driving sales effectiveness.• Offered recommendations for operational efficiencies, encompassing both customer deployments and internal processes, to enhance productivity, streamline workflows, and optimize resource utilization.• Developed and executed the transition from HelpScout to Zendesk internal Support ticketing and knowledgebase systems, streamlining processes and enhancing efficiency in customer support operations

Trusted advisor, post-sales proactive consultant, and delivery manager, providing support-centered strategic planning recommendations and best practices to G50 accounts.• Assisted in pre-sales activities and was responsible for post-sales implementation, focusing on technical competency and account management in driving customized, proactive, and reactive services to achieve increased customer satisfaction and retention.• Cultivated an intimate understanding of customer operations and business objectives, leveraging personalized attention to provide inside access to our knowledge base, tools, and resources. Combining tailored insights with comprehensive support fosters a symbiotic relationship that empowers customers to achieve their goals effectively.• Provided excellent customer service through detailed health checks, best practices, compliance and remediation recommendations, and strong technical escalation management, postmortem, and RCA support.• Managed delivery of over $9.5m worth of products and services, coordinating and facilitating global customer support-related activities.

Provided technical support on a layered Oracle-based application specializing in Web Server and Java Technologies while focusing on customer delight.• Served as the primary support contact for all issues during the implementation phase for Silicon Valley's leading employer. The success of this implementation is paramount, with its value estimated in the tens of millions.• Played a key role in elevating the department's performance, leading to significant recognition for its enhanced effectiveness. Strengthened Support's reputation, resulting in a higher rate of contract renewals and increased new contracts. Agile's reference ability improved from 50% to 80%, showcasing its reliability and contributing to the department's success.• Consistently exemplified outstanding customer service, serving as a peer example within the team. Continuously set high standards for customer support satisfaction, as evidenced by consistently positive feedback from customer satisfaction surveys. • Contributed to Support acceptance testing and Quality Assurance for all new product releases and validation of major defect fixes. This process enhanced customer confidence in Agile's products, ensuring their reliability and functionality met the highest standards.