• Managed product quality for enterprise products.• Achieved alignment with engineering on product quality and bugs' SLAs• Monitor and built key metrics dashboards and reporting related to product quality and user experience using JIRA, Tableau, and Salesforce.• Drive initiatives to achieve related goals and improve product quality by reducing bugs volume per code releases.• Drive overall support readiness for new products and features.• Collaborated with cross-functional teams to create a new enterprise support process to achieve a faster and more streamlined product quality analysis.

• 2 Time Gold Stevie Awards Winner: Customer Service Team of the Year (2017, 2019)• Provide coaching and mentorship to direct reports. Led direct reports to decrease communication bottlenecks.• Established direct reports’ KPIs and provide on-going performance feedback and improved processes.• Maintained and increase multi-million dollars SaaS support packages initiatives.• Set direct reports’ goals and team objectives. Sustained 99% CSAT for 5 consecutive quarters and 1.2 hours SLA time. Monitor product quality metrics and present reporting metrics.• Maintained 99% CSAT and 99% response rate with increasing number of enterprise customers.

• 99% Customer Satisfaction Rating for three consecutive quarters (Q1-2017 - Q3-2017)• Develop technical escalation procedures and key drivers of customer satisfaction• Since 2016, raised Customer Satisfaction rating from 94% to 99.14%• Proactively identify team-training needs and collaborate with team members to facilitate relevant training to address individual or team needs. • Proactively communicate with stakeholders to gain company support for improvement programs.• Expertise building online Knowledge-base and building a Community Forum to lower ticket load on Support team• Analyze team requirements and establish team goals• Monitor the service and support delivery satisfaction while addressing any issues proactively• Review and monitor technical issues/bugs and prepare reports with actions as required• Lowered first-time- response to customer tickets from 10 hours at the start of last year to 1.35 hours• Leadership experience in a SaaS-based engineering or technical support organization, managing support engineers

Take ownership of complex technical customer issues and provide enhanced support for a product or product line.• Work independently to appropriately prioritize assigned workload and backlog; escalate issues to next level that require code interpretation to resolve.• Analyze logs and relevant data to troubleshoot and recreate customer issues on approved test systems.• Enhance a positive customer experience by:a. Creating high quality knowledgebase documents.b. Assisting junior team members by reviewing their knowledge base content submission.c. Assist customers by encouraging the use of self-support tools provided by CA by explaining and demonstrating functionality and benefits to customers.• Provide technical assistance to team-members by coordinating ownership of support issue escalations for the product or product line.• Provide coaching and mentoring to less-experienced team-members to assist with progressing issues, troubleshooting and recreating customer issues.• Proactively identify team training needs; collaborates with team members to facilitate relevant training to address individual or team needs.• Increase the awareness of new policies, technology and applications by conveying news of updates and changes to the team.• Improve product quality by identifying and documenting predominant customer issues which require assessment by the Support Planning Team.• Understand the Product Lifecycle and future direction for the supported products or product line.• Ability to communicate with upset customers in volatile situations.

• Provided HP SaaS application tier one and tier two technical support for HP ALM QC & PC, BSM, AGM, and PPM.• Active member of a customer-facing role which involves communication between customers, CSMs, infra, and PSE teams within HP Software as a Service.• Assisted HP SaaS Infra team with daily duties such as decommissions and reimaging with VM vSphere Client.• Responsible for investigating support cases that require software, network, and server knowledge while meeting SLAs and SLOs.

• Performed a full range of system administration functions for the purpose of controlling systems and attaining maximum utilization and efficiency.• Set up and configure Juniper switches for SCADA rooms within the department for network testing purposes.• Identified issues related to SJWC information systems and software applications for the purpose of responding to user problems.