Steve Mann Email & Phone Number

Eugene, Or, Us

San Francisco, Ca, Us

Responsible for leading multiple SRE teams, focusing on building scaleable, reliable solutions that improve the developer experience, support new customer offerings, and meet security and compliance requirements. Teams such as our SRE team managing our Trust and PKI Solutions including our Public Certificate Authority (Certainly), another specializing in our Infrastructure as code (IaC) solutions including Terraform and Chef/Cinc, and yet another focused on integrating the acquisition of the Signal Sciences Web Application Firewall into the Fastly CDN and achieving PCI compliance. As a leader within Production Engineering partnered with Product Engineering teams to provide easy to consume secrets and PKI solutions to allow them to focus on product improvements instead of infrastructure and increase consistency throughout the stack. • Led several initiatives to shift to open source solutions resulting in significant licensing cost reductions.• Updated Signal Sciences Backend to meet PCI compliance standards to allow certification.• Partnered closely with Fastly's Security and Compliance teams to update standards to reflect a move toward cloud and to decrease patch time and complexity for various teams.

Milpitas, California, Us

Leading an SRE team providing tools, support and expertise to development teams to transition from a traditional appliance/SaaS product model to a cloud native approach. Enable rapid scaling of technologies and increase resiliency and reliability. Ensure compliance with audit requirements including maintaining GovCloud moderate certification and maintain a secure environment while still delivering committed features on schedule.• Led project to migrate one of FireEye’s flagship technologies from legacy datacenters to a multi public cloud solution delivering increased scalability and reliability.• Drove multiple initiatives with product engineering team to shift technology to leverage modern cloud solutions such as Kubernetes.

Eugene, Oregon, Us

Responsible for all aspects of operations for a managed services and datacenter provider from team leadership to project management to hands on technical work. Managed network operations team to ensure on time delivery of projects and ongoing customer operations using IT Service Management (ITSM) and IT Infrastructure Library (ITIL) best practices to successfully implement changes with minimal downtime. Served as a technical escalation point for systems and network issues. Ensured all systems and facilities were maintained to support a 24x7 redundant datacenter with hyper converged virtual infrastructure. Managed customer relationships to ensure customer satisfaction and develop additional sales opportunities.• Serve as a virtual CIO to community level banking clients ensuring regulatory compliance and industry best practices for cyber security.

San Jose, California, Us

Led global team of 150 Technical Account Managers (TAMs) delivering premium services to Fortune 500 customers. Ownership of a $20 million-dollar services P&L supporting over $2 billion in annual revenue. Met regularly with senior customer leadership to ensure service delivery met or exceeded expectations and adjusted offerings as needed to meet changing customer needs. • Led global project to merge two unique job roles into a single position, which led to achieving an additional 10 point margin gain for the global premium support team.• Integrated 5 unconnected delivery units into a global team over a 12-month period, achieving more than 1 million (10%) per year in salary savings by cross training and shifting work to underutilized teams.• Streamlined incoming business unit to drive 15 points of margin growth in a 6-month period which was sustained moving forward.• Improved Customer Satisfaction from 85% to over 90% by implementing Signature Services principles.

San Jose, California, Us

Led global team of 100 Technical Account Managers for endpoint security products supporting Fortune 500 customers. Managed Symantec’s partner program team, providing support to preferred partners and resellers. • Used Six Sigma methodology in a companywide project to improve customer onboarding process eliminating the need for thousands of support cases by identifying and addressing the top two issues to product adoption. • Launched premium support offerings for cloud products, modifying existing offerings to meet the needs of the cloud market. • Streamlined the Symantec Partner support program to maintain response time and customer satisfaction while utilizing 30% less resources globally.

San Jose, California, Us

Managed a team of 15-20 Technical Account Managers. Served as the primary point of contact for the Navy Marine Corps Intranet (NMCI) for Symantec technical support. Managed customer escalations to ensure customer satisfaction.• Integrated acquisitions such as Encryption (formerly PGP), and Data Loss Prevention (formerly Vontu) ensuring that premium customers transitioned to the new programs with minimal disruption to customers. • Implemented NetPromoter survey for Business Critical customers, using the gathered data to suggest and execute changes in offerings to better align with customer needs and expectations and increase NetPromoter score from 45 to 60 in a one year period.• Created a process for delivering communications to customers about important information such as outages, new products, etc. Wrote the customer facing communications to ensure they clearly and concisely delivered the necessary information.

San Jose, California, Us

Managed a team of 15-20 Technical Support Engineers providing premium phone support to Symantec customers for security products. Responsible for forecasting call volume & scheduling, monitoring calls, and handling customer escalations. • Created a new staff scheduling model to target high volume periods leading to a 20% reduction in hold times without any additional resources.• Implemented program to support to Systems Engineering team, ensuring they had instant access to support when onsite with customers demonstrating products.

Toronto, Ontario, Ca

Supervise a team of customer service representatives handling calls for automotive loans and leases. Monitor calls to ensure that call quality standards are met, handle customer escalations and ensure that customer issues are resolved to the satisfaction of all parties whenever possible.

Bachelor Of Arts - Ba, Multi-/Interdisciplinary Studies, General

Computer Programming