Senior Technical Leader with expertise in building and delivering best in class service maintenance support models. Takes pride managing, mentoring, and developing high performing L3 technical support engineering teams in the independent service industry. Successful providing resolutions for complex hardware/software operational issues on enterprise class servers, storage, and network devices.Key areas of expertise include:• Service Delivery Strategic Planning • Global technical support expansion• Situation management-Root cause • Vendor/Partner Management• Process Improvement • Leadership Development • Budgeting / Cost Containment • Performance Management / CoachingSelected accomplishments include:• Served as team leader charged with the design and build-out a L3 global support.• Designed service offerings for 7x24x365 third party data center maintenance.• Consistently achieved 99.9 % CSAT and NPS rating for technical support services.• Scaled hardware/software offerings to enable revenue growth from $10M to $300M.• Led Engineering merger with 25%, $2M in cost reduction with increased revenue potential.• Achieved $2M cost savings of sub contactor expense taking HP 3PAR support in house.• Led build out of EMC VBLOCK support resulting in $4M in contract adds. • Attained $4M in cost savings of sub-contractor expense through Hitachi maintenance.• Developed “Smart Sparing” methodologies resulting in $6M inventory cost reductions • Optimized multiple engineering organizations after acquisitions realizing $1M in synergies.