➥ Oversee the strategy and performance of a multi-tiered Global IT Support and Employee Services organization, which is dedicated to delivering exceptional employee experiences to a geographically dispersed and co-located global staff➥ Provide leadership to the Global Service Desk, Solutions Engineering (Systems Administration) and Data Analytic teams, empowering them to effectively manage IT incident monitor, response, patching, automation, and continuous improvements to our employee-facing infrastructure and tools➥ Collaborate with the Digital Workplace Experience (DWX) team to spearhead the enablement of Office technology, AV, Networking, and Lab environments, ensuring that the team can provide comprehensive solutions to enhance productivity and streamline operations.

I was hired during hyper growth to build out IT Support operations, define KPIs, and put processes in place to track performance on services provided to internal employees. Oversaw the transition to outsourced (BPO) and distributed workforce model. Consistently identify challenges, articulate solutions, design processes with clear guidance, empower team members, and lead by example. I work across departments to assure business alignment.➥ Lead multiple full-cycle project management for various IT initiatives such as the migration to ServiceNow platform and expanded IT operations to enable the deliver of support and services globally using follow-the-sun model with added IVR, automated workflows, AI chat bots, and live chat capabilities.➥ Built and expanded IT Support Operations to add Change Management, Asset Management, Data Analytics and Knowledge Management teams to scale and meet business needs.➥ Implemented Zoom-on-Zoom solutions, artificial intelligence (AI) capabilities, ITIL and KCS best practices to improve user experience and service delivery efficiency across multiple regions.

I was hired to build the first ever customer support team from the ground up to meet needs of large clients using company products. Built out support teams (outsourced BPO) globally across Latin America, India, and US to support 5K Fortune companies in over 80 countries. Drove the digital transformation from using antiquated systems to comprehensive, multichannel support platform with KPIs (CSAT, NPS, CES, FCR) to provide visibility on performance metrics to PwC’s partner and leadership teams. I took ownership of managing production issues between DevOps and Support teams. I also developed technical hand-off process, support operations policies and procedures to provide guidelines on consistent technology and support handling.➥ Used strong technical and relational leadership skills, clear and comprehensive strategy, and cross-functional collaboration to scale global support operations in less than a year. Expanded support operations to India & Argentina.➥ Went from no insights into customer experience to a system to take feedback and refined call handling processes resulting in a 92% CSAT and 73% FCR scores.➥ Worked with managed service (BPO) vendors and system owners to set up CRM and customer service tools including ticketing, voice IVR, and live chat.

At this organization, I progressively gained experience resulting in this promotion to build out team, infrastructure, and increase services provided globally with 24/7 coverage using follow-the-sun model. I provided executive leadership of nine call centers in five countries with five site directors, 3 regional managers, and more than 50 team managers over 2,000 support agents. I lead and managed outsourced service centers (BPO). I also managed entire RFP process, review of call centers, and all contractual negotiations including budget and headcounts with P&L responsibility in call center operations. I developed passion for customer service and strong engagement skills.➥ Drove update of CRM ticketing system platform to scaleable and secure Salesforce Service cloud using SCRUM master skills and strong project management. Received NETGEAR’s 2016 Visionary Award for innovation to improve customer support.➥ Responsible for developing and documenting repetitive processes and procedures, monitoring, analyzing, and reporting team performance, and driving consistency as well as ongoing improvements.➥ Provided strategic business plan to reduce overall support costs and improve support KPI goals & metrics.

In this position, I was an in-house Level 3 Support Engineer. I built, mentored, and developed professional services Level-3 support engineering team from ground up to provide 24/7 global support coverage for wireless, routers, firewall security, VPN, video streaming, and cloud-based security video services. I also managed outsourced vendors and used Six Sigma methodology to identify and correct ineffective processes and restructure standard operating procedures (SOPs). I developed strategies to reduce support escalations and improve first call resolution (FCR).➥ Developed/launched NETGEAR’s 1st e-learning system (LMS) to unify call center training curricula: improved FCR by 30%.
➥ Developed/launched NETGEAR’s 1st mobile support app to deflect calls to self-service option: improved CES by 20%.
➥ Designed cost-saving support strategies and programs to reduce cost of support operations: 35% cost saving in expenses and attained NETGEAR’s 2010 Visionary Award for providing innovative idea and excellent performance to reduce costs.

• Hired, trained and managed 2nd & 3rd Tiers technical support for SOHOware's direct and partner customers across the United States (e.g.: AT&T, Comcast, Excite, RoadRunners, Cox, Rogers, ShawCable).• Ensured that outsourced (BPO) support teams deliver the highest possible customer service levels to clients in a timely and efficient manner.• Served as a liaison between customers and product engineering for all wireless and networking product lines to ensure the products meet customer’s needs and expectations after product launch.• Provided technical direction and suggestion for the design, rollout and support of products to reduce RMA and product returns.• Authored application notes and white papers for new wireless and networking product technologywith the help of Engineering and Marketing to reduce initial installation calls.